Warranty Assistant Manager

Job description

Hankook Tire & Technology is a global leader in high-performance tire manufacturing, founded in 1941 and headquartered in Seoul, South Korea. As **the world’s seventh-largest tire producer,** Hankook operates advanced manufacturing facilities and offices in North America, including its U.S. headquarters in downtown Nashville, TN, and a state-of-the-art production plant in Clarksville, TN. The company delivers innovative tire solutions for passenger vehicles, trucks, motorsports, and original equipment manufacturers (OEMs) worldwide. - **Global Innovation:** Pioneering innovative technologies and eco-friendly manufacturing practices. - **Career Growth:** Opportunities for internal mobility, leadership development, and continued learning. - **Employee-Focused Benefits:** Competitive health coverage, 401(k) with match, paid time off, ten paid holidays per year and employee discounts on tires. - **Inclusive Culture:** Committed to diversity, teamwork, and sustainability. **Location:** This position is located at our North American Headquarters in the AT&T (Batman) Building in downtown Nashville, TN. Enjoy a collaborative work environment from Nashville's most iconic building featuring company-paid on-site parking, a cafe, gym, dry-cleaning services, and more. **Work Style:** In-person, Monday - Friday ## Job Purpose The Warranty Assistant Manager is responsible for overseeing the day-to-day operations and performance of the Warranty Unit within Hankook Tire's Technical Services Department. This position leads a team responsible for warranty claim processing, customer inquiries, product-related concerns, technical troubleshooting, and problem resolution for customers. The Assistant Manager provides leadership, coaching, training, and development to team members while ensuring timely, accurate, and consistent handling of warranty claims and customer concerns. This position serves as an escalation point for complex warranty and technical issues and works closely with internal departments to investigate and resolve customer concerns. The Assistant Manager is also responsible for establishing and maintaining best practices, standard operating procedures, and process improvements that enhance operational efficiency, service quality, and the overall customer experience. This role monitors team and department performance, identifies opportunities for improvement, supports the onboarding and development of new employees, and ensures adherence to established processes and procedures. ## Key Accountabilities ### Team Leadership & Development - Lead, coach, develop, and motivate the Warranty Unit team to maximize performance, service quality, and customer satisfaction. - Provide regular coaching and documented one-on-one feedback to address performance and skill gaps, recognize achievements, and support employee development. - Establish performance goals and conduct regular performance reviews in accordance with company guidelines. - Train and onboard new team members on warranty processes, technical support procedures, systems, and department standards. - Foster a positive, collaborative, and high-performing team environment. - Provide guidance and support to employees in resolving complex customer and warranty-related situations. ### Warranty & Technical Support - Oversee the processing and administration of warranty claims, ensuring claims are handled accurately, consistently, and within established guidelines. - Provide technical and post-sales support to internal and external customers regarding warranty claims, tire inspections, product maintenance, troubleshooting, and problem resolution. - Serve as an escalation point for complex customer, warranty, and technical issues, ensuring timely investigation and resolution. - Support the team in diagnosing technical issues and determining appropriate resolutions based on established policies, procedures, and technical guidelines. - Collaborate with internal departments to investigate and resolve complex customer concerns and identify recurring product or service issues. - Respond to escalated customer cases through appropriate communication channels and ensure issues are documented and resolved appropriately. ### Operations & Process Improvement - Monitor and report on Warranty Unit and department performance, identifying trends, opportunities, and areas requiring corrective action. - Develop, implement, and maintain standard operating procedures and best practices related to warranty claim processing, customer service, and Warranty Unit operations. - Identify and implement process improvements that increase operational efficiency, service quality, accuracy, and consistency. - Regularly review department processes and recommend improvements to enhance the customer and employee experience. - Review and provide input on technical literature, documentation, and related materials to ensure accuracy and effectiveness. - Identify, troubleshoot, and test hardware and software issues that impact Warranty Unit operations. - Maintain accurate records and documentation related to warranty claims, processes, procedures, and department activities. ### Administrative Responsibilities - Review and approve employee timecards in accordance with company policies and procedures. - Review and approve employee time-off requests. - Monitor staffing, workload, and daily operations to ensure appropriate coverage and service levels. - Prepare and communicate regular reports regarding team and department performance. - Perform other duties and responsibilities as assigned by management. ## Level of Accountabilities - Supervisor - Individual Contributor ## Core Competencies - Strong leadership and people-management skills - Ability to coach, develop, and motivate employees - Excellent customer service and conflict-resolution skills - Strong verbal and written communication skills - Strong problem-solving and analytical abilities - Ability to manage escalated customer situations professionally and effectively - Exceptional attention to detail and accuracy - Ability to multitask and prioritize competing demands - Strong organizational and time-management skills - Ability to work independently and make sound decisions - Ability to work effectively in a fast-paced, high-pressure environment - Proficiency in Microsoft Office Suite - Ability to learn and effectively utilize technical, warranty, and claims management systems ## Qualifications - High school diploma or GED required; associate or bachelor's degree preferred. - 4+ years of customer service experience required, preferably in a call center, technical support, warranty, automotive, tire, or manufacturing environment. - Previous supervisory, leadership, or management experience required. - Experience coaching, developing, and evaluating employees preferred. - Strong problem-solving and conflict-resolution skills. - Ability to analyze customer concerns and technical issues and determine appropriate solutions. - Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook. - Experience with call center, warranty, or claims management systems preferred. - Ability to effectively communicate with customers and internal stakeholders at all levels. *DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.* *Hankook Tire is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.*