Key Responsibilities:
Warranty Policy & Governance
- Develop and maintain warranty policies, procedures, and guidelines aligned with factory standards and local law
- 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.
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
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
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
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
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
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
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
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
