United Rentals Warranty Operations Manager in Scottsdale, Arizona
The Warranty Operations Manager is responsible for managing a team of warranty administrators, focusing on excellent customer service and promoting teamwork. The ideal candidate for this role will consistently take a "lead by example" approach to coach and motivate. This person will be responsible for managing the warranty claims process, ensuring policies and processes are met through continuous improvement and training.
Warranty Process Management
Researches and analyzes branch equipment failure data. Identifies trends and makes recommendations to management on larger equipment failure issues.
Analyzes data trends based on RentalMan reporting in order to negotiates settlements with vendors based on equipment failure trends.
Write and/or document department procedures and instructions.
Generate and maintain monthly reports that monitor Warranty team performance, evaluate vendor collection and calculation of the end of month reporting to corporate.
Develop monthly, quarterly and end of year strategies to overcome shortfall in revenue and shortfall in claims filed. Also, manages monthly and end of year billing and collection from suppliers to maximize warranty revenue results.
Submits monthly recap reports and status updates to upper management including graphs and current monthly/YTD information.
Works with suppliers and internal AP to make improvements to the warranty submittal and receivable process.
Provide Strategic Sourcing with warranty policy recommendations within the Master Sourcing Agreement.
Creates Manufacturer/Supplier reviews and evaluations including YTD processing information utilizing Rental Man query reports in order to access supplier performance and negotiate changes for improvement.
Department budget planning and analysis.
Monthly warranty target analysis & summary including, number of claims vs. units purchased in order to identify districts and/or branches that are under performing and analyzed reasons for under performance and recommend course of action.
Analyzes year over year revenue in order to forecast annual and monthly revenue collection goals and total claims filed. Additionally, analyzes dollar value billed per claim per region and manufacturer's denial analysis in order to assist regions.
End of month & end of year accrual/reversal analysis.
Warranty expiration date updates for all equipment in Rental Man.
Recommends best equipment purchases by analyzing failures and warranty reimbursement.
Dept/Warranty Personnel Management
Manage Warranty staff including workload allocation, monthly personnel performance assessment against quotas Write & conduct performance reviews.
Manage third party warranty claim processing provider
Create and maintain consistent incentive programs to ensure maximum performance.
Warranty Process & Training
Responsible for Warranty training including creating and maintaining warranty e-learning module, Web Ex classes on the claims process for the field and conducting training for Service Managers.
Point person for warranty website design and improvements with IT. Organize changes and improve communication with the field through the Intranet website.
Increases warranty visibility to the field by creating UR Edge recap reports utilizing the PUSH technology.
Develops recommendations for streamlining and automating of Warranty Process. Update Rental Man specifications as needed.
Education: Bachelor's Degree or equivalent work experience in a corporate environment is strongly suggested.
4+ years of experience managing a team is required
A minimum of 2+ years of related Warranty experience is also required
Ability to identify and analyze technical problems
Strong Excel, Word, Power Point, Outlook, and Windows knowledge
Strong analytical, written/verbal communication, interpersonal, and relationship building skills
Accounting background with experience posting vendor payments via check, EFT, and credit memo transactions
Experience conducting audit testing of claims and payments to ensure proper execution
United Rentals, Inc. is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.