Position Title: Warranty ManagerLine Manager: Service Operations Manager Main Responsibilities: Warranty Claims Management Receive and review warranty claims submitted by dealerships in a timely manner, ensuring all necessary information and documentation are complete and accurate. Classify and code warranty claims according to established procedures and product defect types. Coordinate with relevant departments, such as technical support and parts, to validate the authenticity and eligibility of warranty claims. Process approved warranty claims efficiently, ensuring prompt payment or remedial actions are taken as per company policies. Submit claims to the factory in time as per SLA. Warranty Policy Implementation and Interpretation Stay updated with the latest warranty policies and procedures of the company and communicate them clearly to dealerships and customers. Provide guidance and training to dealership personnel on warranty claim submission, handling, and compliance. Resolve any disputes or misunderstandings regarding warranty policies and claims, aiming to achieve customer and dealer satisfaction while protecting the company's interests. Warranty Data Analysis and Reporting Regularly collect, analyse, and summarise warranty claim data, identifying trends, common issues, and potential areas of improvement. Prepare detailed warranty reports for management, including key performance indicators (KPIs), claim statistics, cost analysis, and recommendations for action. Use data analytics tools and techniques to forecast warranty costs and volumes, assisting in budget planning and resource allocation. Dealer Relationship Management Act as the main point of contact for dealerships regarding warranty matters, maintaining regular communication and providing prompt support. Cooperate with regional managers and conduct periodic audits and reviews of dealership warranty operations to ensure compliance with company standards and procedures. Collaborate with dealerships to improve their warranty claim handling efficiency, quality, and jointly address any emerging issues or challenges. Warranty System Administration Ensure the proper function and maintenance of the warranty management system, including data entry, system updates, and user access management. Work with the IT department to troubleshoot any system-related issues and implement enhancements or improvements as needed. Generate and manage warranty-related documentation, such as claim forms, policy manuals, and correspondence. Workshop Campaign & Recall Management Monitor completion rates of workshop campaigns and recalls, and provide data support to regional managers to assist them in supervising dealers to complete relevant activities. For newly released workshop activities and recalls, promptly notify dealers and regional managers, conduct supervision and management, and generate completion rate reports. KPIs: Warranty Claim Processing Efficiency Measure: Average number of days to process a warranty claim from submission to final resolution. Target: Less than [7] days per claim. Warranty Claim Accuracy Rate Measure: Percentage of warranty claims that are processed correctly without errors or rejections due to incorrect information or misclassification. Target: At least [99]% accuracy (claims submitted to factory). Dealer Satisfaction with Warranty Support Measure: Results of regular dealer surveys on warranty service quality, responsiveness, and communication. Target: Achieve an average satisfaction score of at least 8 out of 10. Warranty Data Analysis and Reporting Timeliness Measure: Percentage of warranty reports that are submitted to management on time as per the scheduled reporting cycle. Target: At least [100]% of reports are submitted punctually. These KPIs will help the Warranty Manager focus on key aspects of their role and contribute to the overall success of the after-sales service and warranty operations in the UK subsidiary of Chery. The specific values for the targets can be adjusted based on historical data, industry benchmarks, and the company's strategic goals. Requirements: Experienced in managing warranty operations, including analysis of data and reporting. Ability to influence and engage at all levels to maximise Aftersales share of voice. Excellent communication, organisation, and interpersonal skills, with the ability to thrive in a fast-paced environment and remain calm under pressure. Proficient in English listening, speaking, reading, and writing. Proficiency in Microsoft Office, including reporting and data analysis platforms. Full and clean driving licence. We encourage all qualified candidates to apply and join our client's team to drive excellence in warranty management and customer satisfaction