Warranty Sr. Specialist

JOB OVERVIEW

The Warranty Sr. Specialist is responsible for managing and processing warranty claims in accordance with OEM policies and company procedures. The role ensures that warranty repairs are accurately documented, claims are submitted on time, follow-ups are completed, and warranty reimbursements are properly recovered from the OEM.

The position works closely with Service Advisors, Technicians, Parts, and the Technical team to ensure accurate warranty claim processing, minimize claim rejections, and maintain high standards of warranty compliance and customer service.

KEY RESPONSIBILITIES

Warranty Claim Management

• Manage the warranty claim process from identification of a warranty repair through claim submission, follow-up, approval, and payment reconciliation.

• Review repair orders to ensure all warranty-related information, including customer details, vehicle information, diagnosis, repair procedures, parts, labor operations, and supporting documentation, is complete and accurate.

• Prepare and submit warranty claims to the OEM within the required timelines and according to applicable warranty procedures.

• Monitor submitted claims and follow up on pending, rejected, or queried claims to ensure timely resolution.

• Investigate claim discrepancies and coordinate with Service Advisors, Technicians, Parts, and the Technical team to obtain missing information or documentation.

• Process warranty repairs related to recall campaigns, service campaigns, and technical service bulletins in accordance with OEM requirements.

• Ensure warranty claims are properly closed and that approved amounts are accurately reconciled with OEM payments.

OEM Policy & Compliance

• Ensure all warranty claims comply with OEM warranty policies, procedures, labor operations, parts requirements, and submission guidelines.

• Maintain up-to-date knowledge of OEM warranty policies, technical service bulletins, warranty procedures, and campaign requirements.

• Review warranty documentation and identify potential errors or non-compliance before claims are submitted.

• Support internal warranty audits and ensure corrective actions are implemented where required.

• Identify common causes of claim rejection and take corrective action to improve first-time claim acceptance.

• Escalate complex or technical warranty issues to the Warranty Manager, Technical Manager, or relevant OEM contact when required.

Warranty Administration & Documentation

• Maintain accurate and organized records of all warranty claims, supporting documents, approvals, rejections, and OEM correspondence.

• Ensure warranty documentation is complete and readily available for internal and OEM audits.

• Coordinate with the Service and Parts departments to ensure warranty parts and replaced components are handled and retained in accordance with OEM requirements.

• Ensure warranty claims are submitted within OEM deadlines and follow up on outstanding documentation from relevant departments.

• Support the proper filing and retention of warranty-related records.

Reporting & Data Analysis

• Prepare regular warranty reports covering claim volumes, pending claims, rejected claims, approval rates, warranty recovery, and outstanding amounts.

• Monitor warranty claim performance and identify recurring rejection reasons and process gaps.

• Analyze warranty data to identify trends in technical issues, warranty costs, and claim performance.

• Provide relevant warranty performance updates and recommendations to the Warranty Manager and After Sales management.

• Maintain accurate warranty-related KPIs and ensure timely reporting.

Training & Support

• Support the Warranty Manager in providing guidance and training to Service Advisors, Technicians, and relevant service personnel on warranty procedures and documentation requirements.

• Provide day-to-day support to service teams regarding warranty claim requirements and OEM policies.

• Coach service personnel on common warranty claim errors and ways to improve claim accuracy and acceptance.

• Communicate updates to OEM warranty policies, procedures, campaigns, and requirements to relevant team members.

Customer & Internal Support

• Support the Service team in resolving warranty-related customer concerns and inquiries.

• Ensure warranty-related information provided to customers is accurate and aligned with OEM policies.

• Maintain a professional and customer-focused approach when handling warranty-related issues.

• Work collaboratively with Service, Parts, Technical, Finance, and other relevant departments to ensure smooth warranty operations.

SKILLS AND COMPETENCIES

• Bachelor’s degree or relevant technical/automotive qualification preferred.

• Minimum 3 years of experience in automotive warranty operations, preferably within an authorized dealership or OEM environment.

• Previous experience as a Warranty Specialist, Senior Warranty Specialist, Warranty Coordinator, or similar role is preferred.

• Strong understanding of automotive warranty claim processes and OEM warranty requirements.

• Good technical understanding of vehicle systems, repair procedures, diagnostic reports, parts, and labor operations.

• Strong attention to detail and accuracy in reviewing and processing warranty claims.

• Ability to investigate and resolve claim discrepancies, rejections, and missing documentation.

• Good analytical skills with the ability to review warranty data and identify trends and recurring issues.

• Good knowledge of warranty administration systems and dealership management systems.

• Strong organizational and time-management skills, with the ability to manage multiple claims and deadlines.

• Good communication and coordination skills with Service, Parts, Technical, Finance, and OEM teams.

• Professionalism and commitment to delivering positive customer outcomes.

• Good command of English; Arabic and Kurdish are an advantage.

• Proficiency in Microsoft Office, particularly Excel, for warranty reporting and analysis.

Benefits

• Social Security
• Annual Leave
• Sick Leave
• Continuous Learning
• Health Insurance

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