Warranty Counseling Specialist

at  Kia Canada Inc

At Kia, we live and breathe our slogan – Movement that inspires. Celebrating our 24th year in Canada, we are a young dynamic company with a fast-paced, collaborative, and innovative workplace culture. As we redefine the automotive industry’s value, our award-winning products showcase the creativity and dedication of our diverse team, it takes a special group of individuals to do what we do, and we do it together. Join us in creating something special—a culture of learning, opportunity, and passion, where every day is a chance to contribute to Kia’s success.
The Specialist, Warranty Counseling will work proactively with the Kia dealer network in Warranty Management. The focus is on dealer support to improve administrative practices across all stores for claims processing that adheres to company policy & procedures while ensuring a fair settlement of claims with our dealer partners. Focusing on dealer competency in managing warranty including the required training and support tools. To strive for reduced spending without compromising dealer relations or customer satisfaction.
Position reports to the Warranty Manager, Warranty Management (in Service and After Sales). Role will work with other functions within Service Operations including Quality Assurance and Technical Support, and across the company, with Customer Experience (CX), Regions (Field), and Warranty offices globally and regionally.

SKILLS / KNOWLEDGE / EXPERIENCE / EDUCATION REQUIRED

• Preferably post-secondary education relevant to position.
• Alternatively, Automotive Service Manager with minimum 5+ years’ experience.
• Corporate experience in Service Operations area including Warranty as desirable.
• Knowledge of service repair processes and best practices desired.
• Strong leadership skills to influence all internal and external stakeholders.
• Team player, with strong collaboration and communication skills.
• Highly organized and focused on achievement of objectives.
• Change-agent and self-starter mindset.
• Project management skills, ability to manage multiple, concurrent priorities.
• Ability to deal with some ambiguity and demanding situations.
• Bilingual (French) would be a plus.

• Lead on the implementation of Kia Canada’s (KCA) Warranty Policies & Procedures (manual) including required changes or enhancements over time.
• Support dealers in Warranty Administration across the network, to foster best practices, training of (Warranty) staff, and adherence to Warranty Policies & Procedures.
• Lead the Warranty Counseling Process (WCP) for targeted dealers as a review and change management tool to improve Warranty Administrative practices.
• Utilize several types of reports, including Warranty Performance Report (WPR), as a valuable tools in reviewing for opportunity areas by individual dealer.
• Lead on Campaign Compliance actions with dealers and the field with targeted dealers.
• Collaborate with (KCA) Training Department to update and improve material and methods for Warranty Administration including dealer certification.
• Collaborate with (KCA) Audit Team to identify opportunities and communicate Warranty Administration ‘best practices.’ Aid dealers in advance of any planned audit review.
• Provide support to the Field team (DPSMs) in the Warranty area, in dealer inquiries and needs.
• Support the Warranty / Service Ops team for information, analysis, and training.