The Warranty Manager is responsible for the full lifecycle of warranty management for Geely Canada, encompassing policy governance, claims operations, dealer network management, audit & compliance, cost control, and data-driven quality improvement. This role serves as the internal Subject Matter Expert (SME) on all warranty-related matters, partnering cross-functionally with Aftersales, Technical, Parts, Customer Experience, and HQ teams to drive warranty process efficiency, reduce cost, and improve product reliability.
Key Responsibilities
1. Warranty Policy & Governance
- Develop and maintain warranty policies, procedures, and guidelines aligned with factory standards and Canadian consumer protection regulations.
- Define governance, approval authority, and escalation frameworks for warranty and goodwill decisions.
- Act as the internal SME on all warranty-related matters.
- Undertake additional duties or contribute to projects related to the Company's business operations, including providing leadership or support as reasonably required and consistent with the responsibilities of the role.
2. End-to-End Warranty Operations
- Manage the full lifecycle of warranty claims (submission, validation, approval/denial, reimbursement).
- Ensure claims are processed accurately, consistently, and within agreed timelines.
- Oversee complex or high-value claims requiring detailed assessment.
3. Dealer Network Management
- Provide guidance and support to dealers on warranty processes and requirements.
- Monitor dealer performance (claim quality, rejection rates, timeliness) and drive improvements.
- Manage dealer escalations, disputes, and exception approvals.
4. Audit, Compliance & Risk Control
- Conduct dealer audits to ensure compliance and submission accuracy.
- Identify and mitigate risks including incorrect claims, abuse, or fraud.
- Maintain robust internal controls and audit readiness.
5. Cost Management & Reporting
- Monitor and control warranty spend, identifying key cost drivers and risks.
- Prepare regular reporting, forecasts, and insights for Finance and leadership.
- Manage goodwill expenditure in line with commercial and customer strategies.
6. Data Analysis & Quality Improvement
- Analyse warranty data to identify trends, failure modes, and product quality issues.
- Support root cause analysis and drive corrective actions with factory and internal teams.
- Contribute to continuous improvement to reduce warranty cost and improve reliability.
7. Cross-functional Collaboration
- Partner with Aftersales, Technical, Parts, Customer Experience, and HQ teams.
- Support technical validation of claims and resolution of recurring issues.
- Coordinate parts return and support recovery processes where required.
8. Systems & Process Management
- Lead warranty system integration, testing, and optimisation with factory systems.
- Drive process efficiency, automation, and data accuracy.
- Act as business owner for warranty systems and reporting tools.
9. Customer, Recall & Training Support
- Support resolution of complex customer warranty disputes and escalations.
- Assist in recall and service campaign execution and claim management.
- Develop and deliver training to internal teams and dealers on warranty processes.
Job Requirements
- Bachelor's degree in Automotive Engineering, Business, Mechanical Engineering, or related field.
- 5+ years of experience in automotive warranty management, aftersales operations, or related roles.
- Deep understanding of warranty claims lifecycle, including submission, validation, approval, and reimbursement processes.
- Experience with warranty system management and integration with factory/HQ systems.
- Strong analytical skills with the ability to interpret warranty data, identify trends, and drive corrective actions.
- Experience conducting dealer audits and managing compliance and fraud risks.
- Knowledge of Canadian consumer protection regulations relevant to automotive warranty (e.g., provincial consumer protection acts, Competition Act).
- Excellent communication and training delivery skills for internal teams and dealer networks.
- Strong cross-functional collaboration abilities with Technical, Parts, Finance, and HQ teams.
- Proficiency in English; Mandarin Chinese is an advantage for HQ communication.
- Valid driver's license and willingness to travel to dealer locations.
- Eligibility to work in Canada.
