Aftermarket Warranty Coordinator

Dana Automotive Sytems Group LLC • Maumee, OH • 9h ago

Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving two primary markets - passenger vehicle and commercial truck - Dana provides the world's original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities.

Job Purpose

The Aftermarket Warranty Coordinator is responsible for reducing unwarranted warranty cost and improving claim accuracy across Dana's North American retail and distribution channels. This role centralizes ownership of warranty claims-triaging returns, driving accurate dispositions, and partnering with retailers, customer service, engineering, and quality to avoid nonlegitimate credits while enhancing customer experience.

Job Duties and Responsibilities

Claims Management & Disposition

Serve as the single point of accountability for aftermarket warranty claims from intake to closure.

Review returns for legitimacy (cosmetic vs. functional, handling damage, installation errors, misuse) and determine accurate dispositions (approve, partial credit, reject, supplier recovery).

Manage RMA workflows, documentation, photos, test/inspection notes, and audit trails.

Coordinate product evaluations with Quality/Engineering; maintain chainofcustody for physical returns.

Retailer & Channel Interface

Partner with AutoZone, O'Reilly, TriState/RockAuto-and expand to Advance and NAPA-on claim validation, dispute resolution, and credit accuracy.

Establish SLAbased communication with retailer warranty teams; ensure timely responses and consistent policy application.

Align on scorecard metrics (warranty % to sales, avoidable returns, cycle time, documentation quality).

Cost Avoidance & Analytics

Quantify avoidable cost and recovery each month; reconcile with Finance (accruals, provisions).

Build dashboards (e.g., Power BI/Excel) highlighting trends: parts, stores/DCs, symptoms, root causes, installer error codes, packaging/handling.

Identify Pareto drivers; launch targeted corrective actions (training content, packaging improvements, installation aids).

Process & Policy

Create and maintain warranty policies, visual standards, and acceptance criteria (e.g., glidecoat nicks vs. functional defects, seal condition criteria, shaft guide usage requirements).

Develop installer guidance (quick start sheets, checklists, howto videos with QR links) to prevent common failure modes.

Partner with Supplier Quality on supplier chargebacks/recoveries when applicable.

CrossFunctional Collaboration

Work with Engineering and Quality on root cause analysis, containment, and PCA.

Coordinate with Internal/External Suppliers for handling and packaging improvements that reduce transit/cosmetic claims.

Provide input to Product Management on design for serviceability and warranty trends.

Working Conditions

Hybrid role; occasional travel (up to 10-20%) to retailers, DCs, suppliers, trade shows, and Dana facilities.

Ability to handle and inspect returned parts safely; occasional lifting up to 25-35 lbs with proper ergonomics.

Education and Qualifications

Bachelor's degree in Engineering, Business, Supply Chain, Quality, or related field preferred

3+ years in warranty, quality, product support, aftermarket operations, or equivalent role.

Demonstrated experience with hands-on claims triage, technical dispositioning, and retailer/distributor interfaces.

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