Warranty / Quality Assurance Analyst will on a daily basis to review dealer submitted warranty claims for validity and accuracy. Claims will be classified based on whether the claim is to be sent to Suzuki Motor Corporation (SMC) or held internally. Claims that are correct will be processed for reimbursement to the dealer and submission to SMC where appropriate. Claims with issues or errors will be reviewed with or returned to dealers for correction and resubmission. Once claims are processed a determination will be made as to whether any parts replaced and claimed need to be returned to Suzuki Marine USA (SMA) for quality assurance investigation and inspection. The analyst will inspect, and test returned parts to validate the claim and determine cause of failure. Reports will be generated on a daily / weekly / monthly basis to SMA and SMC. The analyst will also provide support for recalls and service campaigns. The Warranty / QA Analyst will also provide support to dealers to assist with warranty claims submission or correction questions. They will also work closely with the Technical Service Managers (TSM’s) and TechLine Associates to understand why a warranty was authorized and to collect information to create Field Technical Information Reports (FTIR) to be submitted to SMC. When and where appropriate, the analyst will provide recommendations on process improvements and efficiencies.

As a secondary responsibility may include: Will lecture and supervise students enrolled in the instructor-led courses in lab troubleshooting exercises; coordinate with TSM’s to provide instructor-led training at the company training centers in Tampa, FL, Kent, WA and Mechanicsburg, PA or other locations.

Detailed Description

  • Assist dealers with warranty claim processing and resolve any submission errors.
  • Review Warranty Claims submitted by dealers for accuracy and validity.
  • Process claims for payment of warranty, recall, and related claims ensuring they are classified correctly based on warranty terms and company responsibility ( SMC / SMA )
  • Generate reports on key warranty-related metrics for both Suzuki Motor Corporation (SMC) and SMA management on a weekly/monthly basis.
  • Program and manage safety recall and customer satisfaction campaigns, providing regular progress reports.
  • Coordinate with the Parts Department to ensure adequate recall and campaign parts supply, forecasting future needs.
  • Review warranty data and submit to SMC and contract vendors failure report information as required. Request return of failed parts and power heads from marine dealers for analysis purposes.
  • Prepare and submit technical reports, improper assembly reports and detailed failure reports to SMC Japan by means of investigation and correlation of information. Information sources utilized include but are not limited to direct field analysis, field surveys, Technical Department field personnel, warranty system, dealers, customers, customer relations personnel, and print media. Conduct complete inspection and evaluation of returned warranty parts. Install and test returned parts, as necessary. Report all pertinent data to SMC Japan. Provide failed parts to SMC for their product quality investigation purposes.
  • Resolve serious technical problems by direct field analysis, which may include problem confirmation testing and evaluation of countermeasure parts and procedures. Coordinate product modification operations of new product as required. Use necessary means to assist Suzuki Service Department field personnel resolve technical problems, achieve customer satisfaction, and improve product quality. Provide Suzuki field personnel with periodic product modification and improvement information. Improve the accuracy and completeness of technical information obtained from field sources.
  • Review warranty data and submit to SMC and contract vendors failure report information as required. Request return of failed parts and power heads from marine dealers for analysis purposes.
  • Provide technical assistance to other teams within SMA / SMATC when requested
  • Respond to dealer requests for labor rate changes and provide guidance to Dealer Development regarding dealer compensation.
  • Work with the IT department to maintain and improve warranty & QA systems.
  • Potential for occasional travel to support Training Centers and warehouse projects
  • Other duties as assigned.

Minimum Requirements

  • Minimum 3 years’ experience as a Technical Representative of a manufacturer or distributor, or experience as a Marine Technician or Warranty Analyst at the dealer or manufacture level.
  • High school diploma

Preferred Qualifications

  • Bachelor’s degree (or equivalent) with emphasis on Marine Technology and Business Management
  • Warranty Management experience at an OEM engine manufacturer
  • Experience as a technician and or warranty analyst at a dealership
  • Major manufacturer’s formal training/certification
  • Suzuki technical knowledge

Apply Here: Warranty / Quality Assurance Specialist