Warranty Operations Lead

Hankook Tire America Corp.; Nashville (TN); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

On-site parking

Gym access

Cafe

Dry-cleaning services

Employee discounts on tires

Job summary

Hankook Tire America Corp. is seeking a Warranty Assistant Manager at our Nashville, TN headquarters to lead warranty claims processing and customer support. In-person, Monday–Friday, you will coach and develop a team within the Technical Services Department, drive SOP adherence, and improve service quality.

You will oversee escalated issues, coordinate with internal teams, and implement best practices to enhance efficiency and customer satisfaction in a fast-paced tire environment.

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, 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.

Responsibilities

• Lead, coach, develop, and motivate the Warranty Unit team to maximize performance and customer satisfaction.
• Provide regular coaching and feedback to address performance gaps and support development.
• Establish performance goals and conduct reviews per company guidelines.
• Train and onboard new team members on warranty processes and systems.
• Oversee warranty claim processing and ensure timely, accurate handling of cases.
• Serve as escalation point for complex customer and technical issues, coordinating with internal teams.

Skills

Leadership

Coaching

Customer service

Communication

Problem-solving

Multitasking

Time management

Microsoft Office

Technical literacy

Education

High school / GED

Associate or Bachelor’s degree preferred

Tools

Warranty/claims software

CRM systems

Call center software

Job description

Hankook Tire America Corp. is seeking a Warranty Assistant Manager at our Nashville, TN headquarters to lead warranty claims processing and customer support. In-person, Monday–Friday, you will coach and develop a team within the Technical Services Department, drive SOP adherence, and improve service quality.

You will oversee escalated issues, coordinate with internal teams, and implement best practices to enhance efficiency and customer satisfaction in a fast-paced tire environment.