Lotus Cars builds world-class, high-performance, and lightweight sports cars, that are sold all around the world. Lotus Cars Limited is the manufacturing site of Lotus in the UK. Here we produce all sportscars types such as the Emira and the Evija. To bring the company to the level we want it to be, we are looking for Aftersales Warranty and Customer Support Manager. Summary: The Aftersales Warranty and Customer Support Manager is responsible for overseeing the warranty claim processes, ensuring compliance with warranty policies, and driving best practices across the dealer network. This role will lead the monitoring, analysis, and reporting of warranty claims and fraud detection. To compliment the warranty process the role will also be responsible for the promotion of effective aftersales support, including recall / service campaigns and the overseeing of customer complaints received by LTIL and LCL. The ideal candidate will have in-depth experience in vehicle repair and maintenance, OEM warranty management, dealer relations, and parts logistics. Key Skills: Warranty Claims Management: Monitor, approve, and assess sports car warranty claims in line with the Warranty Policy and Procedure Manual. Ensure all claims are processed accurately and in compliance with established standards. Warranty Data Analysis: Analyse warranty data to identify inconsistencies, potential fraud, and trends in dealer claims that deviate from normal operating standards. Provide recommendations for corrective actions. Audit and Compliance: Conduct audits of regional office warranty procedures to ensure compliance with corporate standards. Identify areas for improvement and ensure corrective measures are implemented. Fraud Detection: Proactively detect and investigate warranty fraud, working with regional offices and dealers to ensure integrity in the claims process. Reporting: Produce monthly reports on warranty claim performance, identifying trends, key issues, and areas for improvement. Share insights and recommendations with senior management. Dealer and Regional Office Support: Visit regional offices and dealers to provide guidance on best practices for warranty claims management. Promote continuous improvement in processes and procedures. Communication: Maintain clear and consistent communication with regional offices and dealers to foster positive relationships and ensure smooth collaboration between Head Office and the network. Recall and Service Campaigns: Monitor and promote effective recall and service campaign activities, ensuring compliance and effective execution across the dealer network. Aftersales Customer Communications: Oversee customer complaint management, ensuring that all customer issues are handled and resolved satisfactorily. Act as a liaison between regional offices, dealers, and Head Office. Essential skills: Technical Expertise: Significant experience in vehicle repair and maintenance, ideally from a technician level, with a deep understanding of vehicle systems, diagnostics, and repairs. OEM Warranty Management: Extensive experience in OEM warranty management, including knowledge of warranty policies, claim processes, and procedures. Dealer Relations: Proven track record of working with OEM dealers, supporting and managing dealer networks to optimize aftersales operations and ensure high service quality. Leadership & Communication: Excellent leadership skills with the ability to foster strong working relationships with internal teams, regional offices, and dealers. Effective communicator, able to present data and insights clearly. Analytical Skills: Strong data analysis and problem-solving skills, with the ability to identify trends and recommend corrective actions. Fraud Prevention: Experience in detecting and investigating fraud, with a proactive approach to minimizing warranty-related fraud risks. Education: Degree or equivalent in a relevant field (e.g., Automotive Engineering, Business Administration, or similar). Experience: Proven experience in an aftersales or warranty management role. Desirable skills: Certifications: Any relevant certifications, e.g., warranty management, automotive technical qualifications. Automotive industry, with OEM experience highly desirable. Other factors: This role is hybrid remote but will require you to go into the Hethel office 2 - 3 times a week. This role will require a degree of international and national travel. What we offer: In addition to a competitive salary, you will have access to the following benefits: 25 days’ holiday plus bank holidays 6% pension contribution Discretionary annual bonus scheme, based on your contribution and the performance of the company Private Healthcare Access to the Employee Car Ownership Scheme Group income protection based on length of service Paid time off for medical appointments Family Friendly policies Exclusive Employee discount, wellbeing and recognition platform ForUSLOT Our Company: Group Lotus is a leading sports car manufacturer with a 75-year long history of iconic designs, groundbreaking engineering and legendary victories on the F1 track. Today we are transforming into a truly global performance car brand focused on the electrical future. In 2022 we launched the Eletre, the world’s first all-electric hyper-SUV, and in 2023 Emeya, our fully-electric Hyper-GT. As part of the Lotus team, you push boundaries. Those of the car industry and of your own. Every member of the Lotus family has some of the pioneering mindset of founder Colin Chapman in them. We're not just a car company; we're a diverse mix of talent from all walks of life. At Lotus, we firmly believe that diversity and inclusion are not just buzzwords but essential pillars of a thriving and successful organization. We welcome applications from individuals of all backgrounds and are dedicated to providing reasonable adjustments during the interview process. If you require any special assistance or adjustments, please let us know in advance so we can ensure a fair and accessible interview experience. Our goal is to create an environment where everyone can thrive. Do you want to know what Sophisticated, Rebellious and Pioneering mean for Lotus? Come and take a look at our career site and join the incredible adventure: STEP OUTSIDE THE ORDINARY - Lotus Cars