The Job Summary
The Warranty Manager is responsible for managing Stellantis warranty operation; developing and implementing customer-centric warranty governance that includes policies, procedures, processes and protocols; reviewing, processing and managing warranty claims; verifying warranty and claims eligibility ensuring and thus safeguarding company's reputation and enhancing customer experience.
Technical / Job-Specific Competencies
1
Aftersales Strategy Implementation
- Implement aftersales strategies to optimize warranty costs while maintaining a high level of customer satisfaction.
- Partner with cross-functional teams (sales, service, marketing) to craft a comprehensive aftersales strategy that prioritizes brand reputation.
- Manage the warranty program framework that includes crafting comprehensive warranty policies and procedures that align with Stellantis's guidelines, industry standards, and all applicable regulatory requirements.
- Ensure clarity, consistency, and transparency in defining warranty terms, coverage details, and exclusions.
- Lead the design, implementation, and ongoing optimization of the national warranty program as required.
- Establish and enforce standardized warranty policies and procedures across all dealerships and service centers nationwide.
- Integrate a customer-centric approach into all warranty-related processes, ensuring fair, efficient, and transparent resolution of warranty claims.
2
Warranty Operation
- Manage Stellantis warranty operation working closely with all internal and external stakeholders.
- Manage the entire warranty claim management process, encompassing claim submission by customers, dealerships, and service centers.
- Lead the warranty team responsible for processing, adjudicating, and making final decisions on warranty claims.
- Leverage data analytics to identify trends in warranty claims, assess program effectiveness, and identify areas for improvement.
- Ensure efficient follow-up on outstanding warranty claims to expedite the resolution process and minimize delays in payments to dealerships and service centers.
- Implement a tracking system to monitor warranty parts using tagging methods that include the repair order number, date of replacement, and designated disposal date.
- Prepare and distribute a warranty parts scrap list every two months, instructing branches to remove designated parts from storage for handover to a scrap collector.
- Conduct bi-monthly branch visits to monitor the parts removal process and ensure adherence to guidelines.
- Conduct regular internal warranty audits on a quarterly basis to assess program compliance, identify areas for improvement, and safeguard program integrity.
3
Warranty Resources Allocation
- Lead negotiations with parts suppliers to secure the most favorable pricing for warranty repairs, ensuring fair market value while maintaining parts quality.
- Manage the meticulous reconciliation of all warranty receivables with corresponding payments, ensuring accuracy and adherence to the established accounting schedule.
- Collaborate with finance to guarantee payments are processed within agreed-upon service level agreements (SLAs).
- Analyze labor rates for warranty repairs and identify opportunities for optimization without compromising repair quality or technician efficiency.
4
Precision Documentation & Reporting
- Manage the meticulous documentation of all warranty claims, ensuring every claim is accompanied by the necessary supporting documentation, such as repair orders, parts receipts, diagnostic reports, and customer information.
- Conduct thorough reviews of claim histories, repair orders, and technical documentation to determine claim validity, identify root causes of warranty failures, and extract valuable insights for program improvement.
- Maintain a comprehensive archive of warranty documentation for potential future reference and audits.
The Job Profile
1
Educational Qualifications
Bachelor's degree in Automotive Engineering or Business Administration
2
Professional Certifications
CQM (Certification in Quality Management); EIAC Warranty or Automotive related certifications; CRM; Warranty Management related certifications
3
Experience
Minimum 8 years of experience in managing automotive warranty claims
4
Languages Proficiency
Fluency in English & Arabic languages
