Warranty Manager

The Job SummaryThe 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 Competencies1Aftersales Strategy ImplementationImplement 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.2Warranty 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.3Warranty 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.4Precision 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 Profile1Educational QualificationsBachelor’s degree in Automotive Engineering or Business Administration2Professional CertificationsCQM (Certification in Quality Management); EIAC Warranty or Automotive related certifications; CRM; Warranty Management related certifications3ExperienceMinimum 8 years of experience in managing automotive warranty claims4Languages ProficiencyFluency in English & Arabic languages