SITE WARRANTY ENGINEER

JOB TITLE

JOB FAMILY

DATE

Warranty Engineer

QUALITY

04/2025

 MANAGER TITLE (solid line)

FUNCTIONAL MANAGER TITLE (dotted line)

Plant Quality Manager

Asia Warranty & Customer Satisfaction Manager

MISSION

In one or two sentences, outline the primary purpose(s) of this position within the organization

• Manage the warranty claims, using problem solving methodologies
• Track and manage the cost related to the warranty claims
• Lead the continuous improvement for warranty topics
• Manage the ADM claims in coordination with the FRAC and the warranty Engineers in Lublin (optional)

Responsibilities & Activities

Outline the key areas of responsibility for this position, including the related activities and eventual authorities

Responsibility 1: Manage the warranty claims, using problem solving methodologies

• Act as the customer interface for warranty claims and drive for customer satisfaction. Participate to reviews with the customers; upon customer requests and feed-back, define the necessary actions.
• Ensure that all Warranty incidents are documented through QEP, 8D and WLR when necessary; follow the global deployment database and TopShare in that purpose.
• Ensure the containment actions are in place until the corrective actions have been defined and implemented
• As support to the Plant Quality Managers, ensure the incidents are managed through solid problem solving tools, such as 8D, 5 why’s, timeline, reliability analysis (e.g. Weibull), DOE, etc…
• Organize the management and storage of the OEM’s claims lists (e.g. field campaign, Warranty repairs) to allow sharing between all involved parties and efficient data analysis
• Escalate the issues to the Asia Warranty Manager, Asia Quality Director, Corporate Warranty, Legal and Finance when necessary
• When a WLR is open, in coordination with Asia Warranty Manager, archive all relevant data in the WLR TopShare and update the WLR on monthly basis

Responsibility 2: Track and manage the cost related to the warranty claims

• Ensure the Warranty contracts are available and reviewed for all new projects in the plant. Follow-up with the Customer Center and Legal team accordingly.
• Monitoring and management of the Warranty claims for the site

• monthly collection of the warranty claims list and cost,
• analysis of raw data coming from the customer
• analysis of field returns samples in the plant laboratory or in coordination with the TC
• approval or rejection of the claims
• submitting of data and proposal for the purpose of TF negotiation,
• escalate to finance department if any warranty invoice is in-dispute and payment need to be held,
• in coordination with the PSQE, issue the SNCR to suppliers when applicable
• monthly reporting warranty cost to Asia Warranty Manager (i.e. warranty metrics)

Responsibility 3: Lead the continuous improvement for warranty topics

• Manage the customer portal and upload the necessary data timely
• Check monthly the Plastic Omnium’s Score card & KPI related to warranty in customer portal
• As appropriate, with the support of the Plant Quality Managers or the Quality Engineers, ensure the lessons learned are issued after any incident that is new or recurrent.
• Preventively analyze the warranty data available in customer portal (e.g. list of repairs) and search for hidden defects

Responsibility 4: Manage the ADM claims in coordination with the FRAC and the warranty Engineers in Lublin

• Coordinate with the customer to define the ADM return frequency and quantity.
• Organize the flow of parts sent to Lublin in order to monitor the trend of known issues, ensure the effectiveness of the corrective actions and to identify new issues in the field.
• In coordination with the FRAC in Lublin, monitor the analysis of field returned ADM and organize the reviews with the customer
• In coordination with the warranty Engineers in Lublin, ensure all 8D’s are completed
• As per the result of analysis, with the support of the warranty Engineers in Lublin, define the Technical Factor in order to define Plastic Omnium’s responsibility. With the support of the Plant Quality Manager and the Customer Center, organize the negotiation with the customer
• On monthly basis, analyze the warranty invoices from customer and issue the SNCR accordingly

Integrated Management System (IMS)

Outline the key responsibilities for this position in regards of Integrated Management System (Quality, Safety, Environment)

Within his/her scope of responsibility, he/she respects the standards and rules in terms of Quality, Safety and Environment contributing to the IMS process management and improvement.

Implement and monitor compliance to the 9550 process for the site

ORGANIZATION

POSITION KEY INTERFACES (internal and/or external)

Internal

• Plant Quality Managers and Engineers
• Asia Warranty Manager
• Corporate Warranty
• IVC, FRAC Manager and Engineers
• TC Quality, CC (Sales, PM), Development, Industrial, Purchasing teams
• Finance and Legal teams

External

• Customers
• Suppliers

POSITION BACK UP

Fill in with back-up position titles only. Back-up should be indicated for positions in charge of customer orders treatment, supplier on-time delivery, quality, production capacity, shared loading (multi-part station), lead time, inventory level, preventive maintenance, and calibration are the ones to be provided with a back-up.

• Plant Quality Manager
• Plant Quality Engineer
• Asia Warranty & Customer Satisfaction Manager

KEY MEASURES & FINANCIAL ACCOUNTABILITY

Indicate the Key Indicators used to measure the performance of the position and the financial metrics on which the role has got a direct or indirect impact (budget, sales, …)

• Customer KPI’s: in-field ppm, quantity of claims
• Reactivity in updating customer portal (8D…)
• 9550 ID Card indicators
• Warranty cost

PROFILE REQUIREMENTS

Personal Background

• Bachelor of Science in Engineering (e.g. Mechanical, Automation, Quality)
• Customer interface
• Minimum 3 years automotive experience required
• Minimum 3 years Quality, Engineering or Operational experience

Job Technical skills

• Technical skills (e.g. mechanical, industrial, measurement technics)
• Good knowledge of Quality tools: FMEA, reverse FMEA, DOE, SPC, R&R, 8D, Control plan …
• Ability to perform Weibull calculation (e.g.  Minitab)
• Advanced skills in Excel data analysis
• Knowledge of quality management system (ISO 9001 / IATF 16949), Customers standards, Customer Specifics Requirements
• High skills in problem solving methods (8D, ISHIKAWA, 5-Whys, A3,…)
• Good knowledge of Plastic Omnium job (development and production of Plastic System)
• Have to understand the impact of his/her activities on the quality objectives (services & products) and understand the potential risks of a non-compliance on the products designed and delivered by  Plastic Omnium Auto Division CES Services to its customer

Job Soft skills

• Excellent verbal and written communication skills in English
• Cost focused skills
• Excellent problem-solving skills
• Networking
• Risk Taking
• Ability to work in crisis situation
• Ability to work in a multicultural environment

To define the Soft Skills required for the job, please refer to PO General Competencies available on Topnet.