Technical and Warranty Advisor

About BAIC

BAIC is committed to delivering high standards of vehicle performance and customer satisfaction. The Technical & Warranty Advisor plays a critical role in ensuring aftersales quality, handling warranty claims correctly, technical diagnostics, and acting as a bridge between customers, workshop teams, and the manufacturer.

Key Responsibilities

• Act as the primary point of contact for customers and internal stakeholders on technical issues, warranty claims, and aftersales service.
• Diagnose vehicle issues by reviewing customer complaints / symptoms, technical inspection, using diagnostic tools and coordinating with workshop technicians.
• Verify eligibility of warranty claims; ensure all required documentation, inspection, testing and approvals are in place per BAIC / OEM policies.
• Submit warranty approval requests to the manufacturer / principal; follow up on claims, negotiate any rejections, provide additional justification or evidence.
• Monitor, track and report on warranty performance: claim acceptance rates, warranty cost, rework, rejects, etc.
• Ensure repairs are done “right the first time” to minimize repeat issues; coach or provide feedback to technicians on recurring warranty issues.
• Keep abreast of technical bulletins, manufacturer updates, recall notices, service campaigns; ensure workshop complies and implements required updates.
• Support customer satisfaction: explain warranty scope, procedures, potential costs when outside warranty, timelines.
• Maintain tools, diagnostic software & equipment; ensure technicians have what’s needed to properly assess warranty vs non-warranty items.
• Coordinate with parts department for warranty parts: sourcing, defective parts handling, returning to OEM if required.
• Prepare and maintain detailed reports on warranty claims, technical failures, root‐cause analysis, and share with management for continuous improvement.

Qualifications & Experience

• Diploma or Bachelor’s Degree in Mechanical / Automotive Engineering, or related field.
• Minimum 3-5 years experience in automotive workshop / dealership environment. Experience specifically with warranty administration or as technical advisor preferred.
• Sound technical knowledge of vehicle systems: engine, electronics, diagnostics, safety systems. Familiarity with OEM warranty policies.
• Experience using diagnostic tools, read technical bulletins / wiring diagrams / repair manuals.
• Strong communication skills (verbal and written), able to liaise with customers, technicians, manufacturer representatives.
• Good organizational skills, attention to detail, ability to handle paperwork, follow up regularly.
• Proficiency in computer systems; experience with Workshop Management Systems / Dealer Management Systems.
• Valid UAE driving license.

Job Type: Full-time