Field Work Arrangement: This is a field-based position that requires up to 75% travel to dealerships within the assigned territory on a recurring basis. The selected candidate must currently reside within the Phoenix, AZ territory or be willing to relocate to Phoenix, AZ or a surrounding area approved by leadership within 60 days of the start date.
The Role
As a Field Warranty Manager, you’ll be responsible for providing warranty process support to our dealers. You’ll work with dealer partners to monitor warranty data and perform direct contact to review Job Cards, observe dealer processes, and make recommendations on improvements. If you’re energized by using a combination of technical and people skills to make a measurable impact, this role has a lot to offer.
What You’ll Do
- Serve as a trusted advisor to dealership leadership while coaching and counseling field team members and dealerships on warranty activities, requirements, resources, and improvement opportunities.
- Serve as a subject matter expert on GM Service Policies and Procedures and the Global Warranty Management System (GWM), and provide timely responses to questions submitted through the regional warranty mailbox and other media.
- Lead warranty issue escalation and resolution for matters up to $50,000, coordinating stakeholders as needed.
- Deliver training on warranty processes and functional execution at dealerships and support regional warranty training sessions.
- Support District Managers of Parts and Service (DMPS) and dealer groups by presenting warranty topics at Service Club meetings.
- Coach dealerships on feedback from the Warranty Parts Center and partner with Brand Quality Managers to support issue identification, resolution, and follow-through.
- Collaborate with the Warranty Support Center (WSC) and Dealer Business Center (DBC) to promote effective and consistent warranty administration.
- Counsel dealerships on achieving 100% completion of Field Actions before vehicle delivery, support compliance with Service Training Standards, and assist with Field Action and recall-related questions.
- Act as a change agent by analyzing field findings, developing action plans, and presenting practical options and recommendations to senior leadership.
Your Skills & Abilities (Required Qualifications)
- Bachelor’s degree in Automotive/Technical, Business, related fields or equivalent professional experience.
- 5+ years of experience in Service, Warranty, or Operations.
- Knowledge and understanding of dealership service systems and processes.
- Experience using Global Warranty Management and related service platforms.
- Strong problem solving skills with an innovative mentality.
- Proficiency in data analysis, reporting, and visualization tools.
- Ability to travel up to 75%.
- Must possess and maintain the ability to legally operate a motor vehicle in accordance with the licensing requirements of the states in which work is performed.
What Can Give You a Competitive Advantage (Preferred Qualifications)
- MBA or advanced degree preferred.
- Excellent written and verbal communication skills, with the ability to influence, inform, and build credibility across all levels.
- Proven ability to leverage data and analytics to identify insights, solve complex problems, and drive business performance.
- Strong strategic thinking and business planning skills, with the ability to align dealership objectives to broader organizational goals.
- Demonstrated ability to build and maintain effective relationships with internal and external stakeholders.
- Results-oriented mindset with a track record of driving performance, leading change, and delivering measurable outcomes.
- Ability to manage multiple priorities, adapt to ambiguity, and thrive in a fast-paced, evolving environment.
- Strong problem-solving skills with the ability to identify root causes, develop solutions, and implement process improvements.
- Self-motivated and proactive, with the initiative to take ownership and drive continuous improvement.
- Customer-focused approach with strong conflict resolution and relationship management skills.
- Bi-lingual English & Spanish
- Advanced computer data and analytics skills
