Warranty Manager

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 Show more Show less

Minimum 8 years of experience in managing automotive warranty claims; Bachelor's degree in Automotive Engineering or Business Administration; Professional Certifications: CQM (Certification in Quality Management); EIAC Warranty or Automotive related certifications; CRM; Warranty Management related certifications; Languages: Fluency in English & Arabic

Warranty operation management, processing and adjudicating warranty claims; develop and implement customer-centric warranty governance including policies, procedures, processes and protocols; lead the warranty team; leverage data analytics to identify trends and improvements; ensure efficient follow-up and timely payments to dealers/service centers; track warranty parts with tagging, prepare and distribute a warranty parts scrap list bi-monthly; conduct bi-monthly branch visits and quarterly internal warranty audits; negotiate with parts suppliers for favorable pricing; reconcile warranty receivables; collaborate with finance to meet SLAs; analyze labor rates for repairs; meticulous documentation and archiving of all warranty claims; review claim histories and root causes for program improvement