Warranty & Customer Liaison Engineer (Mechanical)

Mission of the Position:

The Warranty & Customer Liaison Engineer serves as the critical technical link between our engineering department and the OEM customer. You will be responsible for the full lifecycle of warranty management for transmission systems, from hands-on root cause analysis of field failures. Your mission is to protect product integrity, reduce warranty spending, and maintain a high level of trust with the OEM.

Key Responsibilities:

• Failure Investigation: Perform detailed teardowns of returned Driveline units (Transfer Case, Rear Drive Units) to identify mechanical, hydraulic, or electrical failure modes.

• Problem Solving: Lead cross-functional teams through the 8D process, utilizing RedX, Fishbone (Ishikawa), and 5-Why methodologies to prevent recurrence.

• Data Monitoring: Analyze warranty data trends (IPTV/CPV) to identify emerging field issues before they become high-visibility campaigns.

• OEM Representation: Act as the primary point of contact for the customer’s Warranty, Quality and Reliability teams.

• Technical Presentations: Prepare and lead "Top Issue" reviews, presenting complex engineering findings to customer stakeholders with clarity and confidence.

• Liability Management: Clearly distinguish between manufacturing defects, design limitations, and "No Trouble Found" (NTF) cases.

• Portal Management: Maintain accuracy in customer-specific warranty portals (e.g., GM PRTS, STLA GIMS etc.).

Requirements and Qualifications:

• Bachelor of Science in Mechanical Engineering (BSME) from an accredited university is required.

• 3+ years of experience in automotive engineering, specifically within powertrain or transmission systems.

• Deep understanding of gear sets, torque converters, and TCM logic.

• Familiarity with CAN bus communication and vehicle diagnostic tools (CANalyzer, INCA, or similar).

• Knowledge of IATF 16949 quality standards.

• The "Hybrid" Skillset: The ability to move seamlessly from a laboratory/shop environment to a corporate boardroom presentation.

• Negotiation: Strong ability to defend technical positions while maintaining a collaborative "partner" relationship with the customer.

• Analytical Rigor: Proficiency in statistical software (Minitab, JMP, or Excel VBA).

• Conflict Management: Ability to remain calm and data-driven when under pressure from customer-driven deadlines or quality spikes.

• Technical Factor (TF) Optimization: Minimizing unjustified supplier liability.

• Response Timing: 100% adherence to customer-mandated response windows for initial and final root cause reports.

• NTF Rate: Reduction in "No Trouble Found" returns through better dealer diagnostic guidance.

Magna Standards:

• Practice and maintain integrity while following Magna’s Charter and Constitution.
• Follow Magna’s Code of Conduct and Ethics and related compliance policies.
• Supports and adheres to policies, procedures, and operational guidelines related to established quality management system (IATF 16949).
• Drive the development of new technologies to improve quality, efficiency and reduce cost.
• Comply with safety policies and procedures to ensure duties of self are performed in a safe manner.
• Health & Safety responsibilities:
  •  Understand applicable Environmental, Health & Safety policies and procedures in the workplace.
  •  Report unsafe conditions immediately.
  •  Report injuries, accidents, illnesses, near misses, property damage immediately.
  •  Follow safety rules.
  •  Comply with requirements for the use or operation of machines or equipment.
  •  Comply with Personal Protective Equipment (PPE) requirements.
• Create a positive work environment by demonstrating and sharing functional/technical knowledge.
• Develop and maintain a responsive and cooperative working relationship with internal and external customers.
• Treat everyone with dignity, trust and respect.
• Complete additional duties and responsibilities as assigned.
• Comply with Magna’s information and data protection policies.

The above is intended to describe the general content of and the requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Work Environment:

• Office environment.

• Occasional travel (10-20%) to assembly plants or dealerships for field investigations.

• Hands-on lab work involving the teardown of oily/mechanical components.