Warranty Supervisor

Role Description:

A Warranty Supervisor is responsible for communicating and controlling warranty claims from manufacturer system and supporting and guiding warranty administrators, internal staff or customers with their vehicle warranty needs, whilst perfectly recording the required information as per the manufacturer’s warranty policy and procedures. They would also have to coach and work with warranty administrators, internal and external teams to ensure the manufacturer’s warranty policy and procedures are followed with regards to recording, diagnosis and claiming. They would also ensure reconciliation from invoice to claim is checked and any deficiencies are raised for management intervention. They also ensure parts are tagged correctly, returned or stored as required for the specific period. Able to self-audit and understand any operational requirements or coaching to enable perfect warranty audits. They need to be vigilant and strict with manufacturer’s warranty policy and procedures and ensure they deliver a class leading customer experience to allow the achievement of the highest level of customer satisfaction, resulting in “completely satisfied” customers.

A warranty Supervisor is the main point of contact within the warranty team, work closely with service, parts, PDI and Bodyshop team, and is the link between operation and the manufacturer, and when required they will meet customer.

Operational Responsibilities;

• Building relationships and trust with workshop and reception team.
• Guarantees warranty claim management internally, whilst ensuring claims processing is on time, with providing any further requirements to enable claims payment, whilst closely monitoring rejected claims, claims for resubmission and pending payments.
• Reconciles all warranty receivables with payments, any deficiency is raised to management for their investigation.
• Works alongside parts to ensure any required manufacturer campaign/bulletin/ technical updates are available to support our customers.
• Manages claim submission, whilst monitoring any required KPI’s.
• Identifying internal needs relating to warranty and confidently recommending and demonstrating appropriate coaching methods to enable non-rejected claims.
• Ensure customer and vehicle data is reviewed and is updated and accurately recorded in DMS.
• Confirm all paperwork and documentation is arranged and recorded correctly and is clear and fully explained to enable detailed understanding.
• Ensure recall completion at branch level is as required and any non-compliance is raised to management for their intervention.
• Process the claim as per manufacturer policy and procedures on time, providing any further requirements to enable claim payment, closely monitoring rejected claims, claims for submission and pending payments.
• Manages claim submission and monitor any required KPI’s.
• Coach and work with workshop and parts team to ensure the manufacturer’s warranty policy and procedures are followed regarding recording, diagnosis and claiming.
• Ensure parts are tagged correctly, returned or stored as required for the specific period and in order.
• Able to self-audit and understand any operational requirements or coaching to enable perfect warranty audits.
• Timely information to workshop team related to warranty requirement, to ensure no claim rejection.
• Continually verifies criteria requirements by manufacturer, keeping information supplied up to date, whilst ensuring training for themselves at required levels.
• Keeps aftersales team updated on warranty policy and procedure changes, recall and service bulletin launches.
• Ensure recall completion and raise to management for any non-compliance.
• Files and maintains all the manufacturer required information.
• Comply with all company policies and procedures including GM policy and procedures, security, health, safety, quality and environmental policies etc.

Knowledge, Qualifications & Skills required;

• Minimum of 2 years’ proven experience in a warranty supervisor role.
• Excellent attention to details, and strict procedural compliance to meet manufacturer policy and procedures.
• Disciplined time management.
• Logical thinker with solid problem-solving attributes.
• Able to work under pressure.
• Skilled supervisory and administrative abilities inc. computer competency.
• Able to work alongside workshop teams, reliable, assertive and flexible personality
• Capable of managing multiple responsibilities simultaneously (multi-task).
• Competent to manage teams to enable full understanding and specified requirements to meet manufacturer policy and procedures.
• Excellent in verbal and written English communication.
• Bachelor/Diploma of Engineering.
• Understanding of vehicle and aftersales processes.
• A strong understanding of automotive technology and the automotive industry.
• Familiarity of DMS and manufacturer’s warranty management systems.
• Relevant training and/or certifications as a warranty supervisor.

Job Type: Full-time