Job Description
Job Purpose
To provide an effective warranty claims analysis and validation service, advice and support in order to ensure business and dealer operational compliance with specific rules and policies.
Position Overview
Specific Role Responsibilities
Key Responsibilities:
Warranty Claims Processing:
Review, validate, and process warranty claims submitted by dealers, ensuring compliance with OEM warranty policies and procedures.
Verify claim eligibility by cross-checking vehicle service history, repair data, and parts used.
Ensure claims are accurately documented, including labor times, diagnostic procedures, and parts replacements.
Process warranty claim payments, including credit notes or reimbursements, within the specified timeframes.
Dealer Support & Communication:
Act as the main point of contact for dealers regarding warranty-related inquiries.
Provide training and guidance to dealers on OEM warranty processes, ensuring they understand claim submission requirements.
Liaise with dealers to resolve any warranty disputes or issues related to rejected claims.
Track dealer compliance with warranty processes and escalate non-compliance issues as necessary.
Compliance & Documentation:
Ensure that all warranty claims comply with the OEM's warranty policy and local regulatory requirements.
Maintain accurate records of all warranty claims, supporting documentation, and correspondence.
Conduct regular audits on submitted claims to identify discrepancies or fraudulent activity and take corrective action when necessary.
Reporting & Data Analysis:
Monitor and analyze warranty claim trends, including common repair issues, parts usage, and claim rejections.
Provide regular reports to the Warranty Manager/Aftersales Manager on warranty performance metrics, including cost analysis and dealer performance.
Identify areas for improvement in warranty processes and suggest potential solutions to reduce claim turnaround times and improve dealer compliance.
Collaboration with Internal Teams:
Work closely with the technical team to gather necessary documentation and data for complex or high-value warranty claims.
Liaise with the parts department to ensure correct parts information is used in claim submissions.
Collaborate with finance teams to reconcile warranty claim payments and provide accurate financial forecasting for warranty-related expenses.
Continuous Improvement:
Keep up-to-date with OEM warranty policies, procedures, and industry best practices.
Participate in OEM training programs to improve knowledge of warranty claim handling and dealership support.
Identify areas for process improvement and contribute to enhancing warranty claim efficiency.
Qualifications and Experience
Qualifications & Experience:
High school diploma or equivalent; a post-secondary qualification in business administration, automotive technology, or a related field is preferred.
Minimum of 2-3 years of experience in a warranty administration role, preferably within an OEM or automotive dealership environment.
Knowledge of automotive systems, parts, and repair processes.
Familiarity with warranty claim management software or dealer management systems.
Experience working with multiple stakeholders in a fast-paced environment.
Skills and Personal Attributes
Minimum Requirements
Accuracy and timeliness of warranty claim processing.
Dealer satisfaction with warranty support.
Warranty compliance rates across the dealer network.
Reduction in rejected claims and claim disputes.
Efficiency in resolving claim disputes or discrepancies.
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