Job Description

Inside the Role

Develops and maintains a warranty administration system which ensures maximum return from warranty claims. Negotiates working agreements with selected vendors. Accumulates data and maintains copies of records and vendor policy statements necessary to substantiate warranty claims. Negotiates claims and settlements for labor and material costs when rework and replacements are not specifically covered by established warranty agreements. Coordinates all warranty actions with other departments.

Posting Information

We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected.

We Take Care of Our Team

Position offers a starting salary range of $78,000.00 - $1000,000.00 USD 

Pay offered dependent on knowledge, skills, and experience​ 

Benefits include annual bonus program; 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age; starting at 4 weeks paid vacation; 13+ calendar holidays; 8 weeks paid parental leave; employee assistance program; comprehensive healthcare plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off; short-term and long-term disability plans. 

What You Drive at DTNA

• Lead and administer the Daimler Coaches North America warranty program, maintaining full accountability for warranty strategy, administration, compliance, financial recovery, supplier engagement, process improvement, and overall program performance.
• Serve as the highest day-to-day warranty authority for the Coaches business, overseeing warranty operations, claim resolution, labor approvals, repair authorizations, cost management, and warranty-related decision-making within established authority levels.
• Manage and provide operational leadership to DCNA's authorized service partner network by establishing expectations, onboarding and training providers, reviewing repair estimates and labor charges, negotiating labor rates and service agreements, resolving escalations, and ensuring adherence to DCNA warranty policies and standards.
• Lead cross-functional warranty activities across Service, Parts, Sales, Aftersales, Procurement, Finance, Technical Support, and Operations, driving resolution of complex warranty issues while ensuring consistent warranty practices throughout the organization.
• Oversee the complete lifecycle of warranty events, including service partner engagement, cost review and approval, labor analysis, repair authorization, dispute resolution, warranty recovery, vendor management, and internal and external stakeholder alignment.
• Develop and implement warranty policies, controls, reporting, and continuous improvement initiatives that enhance efficiency, maximize recoveries, reduce risk, and support the long-term scalability of the Coaches warranty function.

Performance Expectations

• Lead and maintain overall performance of the DCNA warranty program, including compliance, financial recovery, service partner oversight, and continuous improvement.
• Serve as the primary authority for warranty decisions, labor approvals, repair authorizations, escalations, and warranty-related expenditures.
• Maximize warranty recoveries while minimizing unresolved claims, aging receivables, and unrecovered costs.
• Manage and hold service partners accountable to DCNA warranty policies, performanceexpectations, and operational standards.
• Drive process improvements, reporting enhancements, and automation initiatives thatimprove efficiency, scalability, and customer satisfaction.
• Provide leadership, guidance, and cross-functional support to ensure consistent warranty practices across the organization.

Knowledge You Should Bring

• Bachelor’s degree in Business Administration, Supply Chain, Finance, Automotive Technology, or a related field, or equivalent experience and 3+ years of experience in warranty administration, warranty program management, service operations, or claims management, is required.
• Experience managing business processes, driving operational improvements, and exercising independent decision-making.
• Strong analytical, financial, problem-solving, and organizational skills.
• Knowledge of manufacturer and supplier warranty policies, claims administration, and recovery processes.
• Advanced Microsoft Excel and reporting capabilities.
• Strong communication and stakeholder management skills.
• An attached resume is required

Exceptional Candidates Might Have

• Supervisory, team leadership, or program management experience.
• Commercial vehicles, automotive, bus, trucking, manufacturing, or heavy equipment industry experience.
• Experience managing supplier negotiations, warranty recoveries, and dispute resolution.
• Experience with ERP systems, warranty management platforms, Power BI, Power Automate, and SharePoint.
• Experience building, leading, or scaling a business function with broad operational ownership and accountability.

Position Differentiator

This position differs significantly from a traditional Warranty Analyst roles within DTNA. Rather than functioning as one member of a larger warranty support organization, the Warranty Operation Lead DCNA serves as the primary warranty leader for Daimler Coaches North America and maintains end-to-end accountability for the entire warranty program. The role is responsible for program strategy and implementation, administration, oversight, service partner management, labor negotiations, supplier engagement, financial recovery, compliance, reporting, process improvement, and operational decision-making.

As the sole warranty leader supporting the Coaches business, this position operates with a high degree of independence and authority, providing direct oversight of the service partner network and acting as the primary resource for all warranty-related matters. The role extends well beyond claim processing and requires ownership of warranty outcomes from initial service engagement through final recovery and resolution. This position effectively functions as the operational leader of the DCNA warranty program and serves as the central point of accountability for warranty performance across the organization.

#LI-Hybrid #LI-RR1

Where We Work

This position is open to applicants who can work in (or relocate to) the following location(s)-

Jacksonville, FL US. Relocation assistance for this position is available when the selected candidate meets eligibility criteria.

Schedule Type:

Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #OneTeamBestTeam culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration.

At Daimler Truck North America, we recognize our world is changing faster than ever before. By listening to the needs of today, we’re building to solve with cutting-edge solutions in sustainability and future driving technology across electric, hydrogen and autonomous. These solutions, backed by years of innovative success and achievement, continue DTNA’s legacy as the undisputed industry leader. Our evolving brand portfolio is second to none, including Freightliner Trucks, Western Star, Demand Detroit, Thomas Built Buses, Freightliner Custom Chassis, and Financial Services. Together, we work as one team towards our envisioned future – building a cleaner, safer and more efficient tomorrow for all.

That is what we are working toward - for all who keep the world moving.

Additional Information

• This position is not open for Visa sponsorship or to existing Visa holders
• Applicants must be legally authorized to work permanently in the country the position is located in at the time of application
• Final candidate must successfully complete a criminal background check
• Final candidate may be required to successfully complete a pre-employment drug screen
• Contractors, professional services, or other contingent workers should confirm with their local agency if they are eligible to apply for FTE positions
• EEO - Disabled/Veterans

Daimler Truck North America is committed to workforce inclusion and providing an environment where equal employment opportunities are available to all applicants and employees without regard to race, color, sex (including pregnancy), religion, national origin, age, marital status, family relationship, disability, sexual orientation, gender identity and expression (including transgender and transitioning status), genetic information, or veteran status.

For an accommodation or special assistance with applying for a posted position, please contact our Human Resources department at 503-745-8982 or toll free 800-206-3369. For TTY/TDD enabled call 503-745-2137 or toll free 866-355-6935.