Warranty Manager

About the Role

Petromin Corporation is seeking a Warranty Manager to oversee Stellantis warranty operations. This full-time position is based in Jeddah, Makkah, Saudi Arabia. The role involves developing and implementing customer-centric warranty governance, managing claims, and ensuring eligibility to safeguard the company's reputation and enhance customer experience.

Key Responsibilities

• Implement aftersales strategies to optimize warranty costs while maintaining high customer satisfaction.
• Collaborate with cross-functional teams (sales, service, marketing) to develop a comprehensive aftersales strategy focused on brand reputation.
• Manage the warranty program framework, including crafting policies and procedures aligned with Stellantis guidelines and regulatory requirements.
• Lead the design, implementation, and optimization of the national warranty program.
• Establish and enforce standardized warranty policies and procedures across all dealerships and service centers.
• Integrate a customer-centric approach into all warranty processes for fair and efficient claim resolution.
• Manage the entire warranty claim management process, from submission to final decision.
• Lead the warranty team responsible for processing and adjudicating claims.
• Utilize data analytics to identify trends, assess program effectiveness, and pinpoint areas for improvement.
• Ensure efficient follow-up on outstanding warranty claims to expedite resolution and minimize payment delays.
• Implement a tracking system for warranty parts using repair order numbers, replacement dates, and disposal dates.
• Prepare and distribute bi-monthly warranty parts scrap lists, instructing branches on removal and handover to collectors.
• Conduct bi-monthly branch visits to monitor parts removal and ensure guideline adherence.
• Perform quarterly internal warranty audits to assess program compliance and integrity.

Warranty Resources and Documentation

• Lead negotiations with parts suppliers to secure favorable pricing for warranty repairs while maintaining quality.
• Manage the reconciliation of all warranty receivables with corresponding payments, ensuring accuracy and adherence to accounting schedules.
• Collaborate with finance to ensure payments are processed within agreed-upon service level agreements (SLAs).
• Analyze labor rates for warranty repairs and identify optimization opportunities without compromising quality or efficiency.
• Manage meticulous documentation of all warranty claims, ensuring supporting documents like repair orders, parts receipts, and diagnostic reports are included.
• Conduct thorough reviews of claim histories and technical documentation to determine validity, identify root causes, and extract insights for program improvement.
• Maintain a comprehensive archive of warranty documentation for future reference and audits.

Qualifications and Experience

Candidates should possess 5-10 years of relevant experience in warranty management or a related field.