Lead Analyst, Warranty & Quality Assurance

Location: Mississauga, ON

Job Schedule: (Full-time, Hybrid, 4 Days Onsite, 1 day Remote ) 

Education Requirement: Post-Secondary Education

Sponsorship: No 

Come Drive Innovation with Us.

We are currently looking for a Lead Analyst, Warranty & Quality Assurance to join our team in Mississauga, ON.

A Day in the Life:   

As a business analyst and subject matter specialist, lead and assist in the administration, implementation and improvement of Nissan Canada Warranty Policies and Procedures; act as a claims center lead in systems support.

POSITION FUNCTIONS

The following position function statements describe the general nature and level of work being performed. The position function statements reflect expectations of the fully trained, proficient incumbent who meets all performance criteria.

                                                                                                                

Provide guidance to warranty analysts & claims members with day-to-day administration in the claims center and assist with the response of dealer electronic claim inquiries as needed. Liaising with Regional Operations Managers (ROM), Regional Area Managers (RAM), and Fixed Operation Managers (FOMs) to identify opportunities for improvement of claim submissions and processing procedures.  Make recommendations to management for improvement. Determine trends in warranty expense; recommend and drive corrective actions.  25%

Identification and resolution of coding and flat rate issues including updating and maintaining warranty processing tables; setting up campaign processing tables; setting dealer limits. Identify system processing errors and develop resolution with IS support for processing error; Develop system test cases and performing testing and system validations; Review Weekly IS ticket work with IS Team to develop resolutions and implementation; communicating with IS, NNA or NML as required. 25%

Co-ordinate the maintenance, administration and implementation of Warranty policies, procedures, and databases.  Examples include table-maintenance for claim validation in host systems, updating and maintaining the Warranty Administration Manual, PFP listing, Dealer Warranty Bulletins, Warranty Resources, and other reference materials.  Update and modify the customer’s Warranty booklet on an annual basis in conjunction with NML/NNA. 20%

Develop reporting and tracking of dealership Service Department statistics; maintain and support databases (i.e Anomalous Repair Control & Warranty performance metrics).  Produce ad-hoc dealership operational reports; assist with Anomalous Repair Control (ARC) & dealership stage assignment. Perform digital reviews of dealer claim activities, deep dives into outlier dealer behaviors and recommend appropriate corrective actions. 10%

Responsible for preparing daily, weekly and monthly warranty activity and performance reports, in addition to providing insightful analysis results to the Warranty management team, stakeholders and the regions. 10%

Monitor Warranty Claims processing for dealers and payment receipts from vendors.  Examine vendor warranty claim processing for accuracy; create summary reports by vendor for warranty expenses that are recoverable by NCI. 5%

Performs other duties and projects as assigned. 5%

Who We’re Looking for:

Required:

The following qualification factors reflect the minimum skills and abilities required of the qualified applicant.

• Post-Secondary Education or equivalent in either a systems related discipline or automotive technology is preferred.
• Strong technical knowledge with a minimum of five years experience in an automotive environment is preferred.  Organizational skills and the ability to handle multiple tasks on a priority basis are required.
• The position requires excellent computer database, spreadsheet, and analytic skills to assess business performance, prioritize areas of opportunity, and develop improvements.  
• Sound knowledge of Microsoft Office software including Word, Excel, PPT, Visual Basic and Macros is required. 

Interpersonal Skills: This position requires a number of interpersonal skills that deal mainly with providing warranty information, developing business requirements of new warranty systems, and performing internal and competitor benchmarking. Although most communications are collegial in nature, conflict resolution skills are required for dealing with disagreements relating to policies. Communications are often complex when giving detailed explanations to management regarding vehicle quality issues, warranty expense results, and policy issues.

Problem Solving: Problems encountered by this position deal most often with warranty issues.  Dealers periodically experience issues with a specific policy regarding warranty.  The incumbent will investigate by collecting all the facts from the dealer; they will then research the issue to make a decision whether our policy in question is unjust, and either adjust the policy according or communicate back to the dealer to justify our position.

Sensory and Physical Effort: Sensory demands are moderate and include extensive PC usage and concentration for report analysis. Physical effort centers on keyboarding; there is occasional physical parts inspection to gain better understanding of quality issues.

Decision-Making/Impact of the Position: The incumbent is responsible for making the day-to-day decisions required for their position. Common decision-making responsibilities include: how to assess and report warranty expense performance and quality trends to managers, the management of purchase orders for medium sized projects >=($10,000), administration workload assignments to staff within department, and occasional staffing decisions depending upon issue.  Decisions relating to policy changes that affect the dealer body, the parent organization, or other departments typically require management approval.

Desired:

Experience with Tableau and MS Power BI is a plus. 

Working Conditions

Occasionally, this position experiences grease /oil, limited lighting, monotonous task, multiple/conflicting deadlines and overnight travel. Infrequently, they may experience extreme temperatures, and/or require safety footwear and gloves to avoid work-related injury.

PRIVACY STATEMENT

It is the responsibility of each Manager to ensure that all conditions of the Privacy Act are upheld within Nissan.  This includes ensuring employees clearly understand and formally consent to the

gathering and usage of any personal information and that such information shall be kept strictly confidential within the confines of its intended use.

What You’ll Look Forward to at Nissan:

Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization.

                                                                              

Rewards: Be supported with a Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP). For more information, access our Nissan Benefits Overview Guide.

Built for Your Best:

https://www.youtube.com/watch?v=PXuame0vwiw&list=PLki2k0CDxrPe8V6WmEeEdhj1fosRD-JQa

All employment is contingent upon successful completion of background screenings in accordance with Nissan policies and as permitted by applicable statutes and regulations.

It is Nissan’s policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in Canada and will be required to provide proof of employment eligibility at the time of hire.

NISSAN FOR EVERYONE

People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team.  When everyone belongs, the power of NISSAN is undeniable.  Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base.

Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard.  We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees – with shared characteristics or interests – build allies, and foster a company culture where all employees feel supported and included.

Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed, market-driven products.

Join us as we carry our commitment to diversity and inclusion into the future.

Mississauga Ontario Canada

Salary Range:

$77,711.00 - $96,034.00

This compensation range represents the minimum to midpoint base salary rates at Nissan for jobs assigned to this particular grade level. Please note that an employee’s base salary may occasionally be set above the midpoint of the salary band for this grade level, in recognition of the employee’s unique skills, work experience, education, work location, or market conditions. Compensation decisions also consider internal equity and comparisons with the base salary rates of other employees with similar backgrounds working in comparable roles. Note: Bonus, benefits, and other forms of variable compensation are not included in the base-salary range shown above.