Job Description

Bilingual Warranty Claims Specialist

- VOL000421
Primary Location Canada-Ontario-Ajax

Drive your Career!

We love our cars, but it's the people behind them who make them what they are. To market, sell, and service great cars, we need great people. That's why at Volkswagen Group Canada, we are passionate about our cars and our brand and foster this same passion and drive in our people. We know that the right people in the right positions can do incredible things, and we love making that happen.

We are currently looking for a

Bilingual (French/English) Warranty Claims Specialist

at our Corporate Offices in Ajax, ON

Reporting to the Manager, Warranty Claim Administration and Liaison, you will look for process improvement opportunities daily with Cost Management to identify cost savings opportunities. This position provides input on the efficiency of SAGA (Claim Entry Data Base) criteria and gives suggestion for new ones. You will also provide direction and support to dealers, field staff, and corporate employees to ensure that warranty data is correctly submitted, reviewed and paid in a timely manner. The incumbent will ensure that all Factory Policies and Procedures are followed for compliant claims submission. The primary responsibility will be to manage all French speaking Dealers and help with the English speaking dealers as a secondary priority.

This is a flex hybrid model, requiring a minimum of 3 days in the Ajax office

Primary Responsibilities:

Review Warranty Claims selection efficiency based on cost saving opportunity. Communicate process improvement opportunities to the management based on claim analysis findings. Participate in meetings with Warranty Field Manager, Warranty Claim Analyst, Parts Checking and Product Support to assess claim review selection and communicate claim findings for corrective action (PCC, Desk Audit, In-dealership audit, dealer communication, part request etc.). Monitor SAGA (Claim Entry Data Base) rules and criteria for accuracy and efficiency. Determine the correct Diagnosis Time and A-Time based on the accuracy of the Punch Times, Technician Notes and all other documents required to justify the repair and the validity of claimed Sublet Parts, Sublet Labor, and Loaners to assure that warranty policy was applied. Determine Warranty claim acceptance based on their technical expertise/knowledge of products to determine if the vehicle was repaired within published repair instructions. Apply knowledge of Warranty Policy, Service Circulars and Technical Bulletins to ensure appropriate claim type is applied so that claim is charged to correct warranty reserve account. Research the accuracy of claimed part numbers utilizing ETKA (Parts Catalog) and the acquired product knowledge to assure correct claim payment. Acquire technical knowledge of vehicles, utilize ELSA (Repair Manual) to correct claimed labor operations for accuracy such as overlapping labor and decides the validity of the warranty repair. Use Parts on Command to verify parts availability at the time of repair and the Loaner vehicle on the claim. With the knowledge of Warranty Policy and Procedures, identify non-compliant claims, claim coding errors and the validity of technician's repair notes (3 C's) to decide payment / non-payment. Advise and train dealer personnel on claim input and claim follow up. Answer questions regarding SAGA, claim coding and claim input, from dealer personnel, field staff and corporate employees. Train new employees in the Warranty System and Policy so that new employees are able to take up the Warranty Claim Specialist responsibilities in a timely manner. Assist Warranty Field Manager, Trainers/Coaches in conducting Warranty Training Classes with regards to Claim Coding, Claim Input, Claim Status and Warranty Policy as needed. Respond to Dealer requests for appealing warranty decisions, policy guidelines, submission, and resubmission requirements

Qualifications:

Bachelor's Degree / College Diploma and/or equivalent related work experience. 2+ years of corporate claim processing experience. Experience including Automotive technology, Dealership experience, and Service Consultant experience considered a strong asset. Fully Bilingual in French/English, both verbal and written is required. A great attitude and proven ability to be an effective business partner, team player, and collaborator. Working knowledge of retail after sales processes and systems required to identify sources of incorrect warranty claim data. Partners at all levels of the organization, with ability to negotiate and influence to achieve results. Strong computer skills including MS Suite. Flexibility to work overtime during peak seasons. * Flexibility to travel up to 5% for dealer visits.