Job Description

Job Title: Warranty Manager

Mission & Main Objectives

• To manage day-to-day warranty & goodwill operations in line with Warranty policies & procedures including supporting standards. Apply necessary controls in Warranty & Goodwill cost management.

Countries: KSA + other markets

Scope: NISSAN + INFINITI

Main tasks and responsibilities:

• Receive, analyse & validate (Technical & Commercial) Warranty pre-authorization (WPA) requests submitted by each Dealer.
• Receive, analyse & validate all Claims uploaded by Dealers in Salesforce before submitting in Global Warranty System (GWS).
• Receive & analyse (Technical & Commercial) Goodwill requests submitted by each Dealer & propose for next validation.
• Support Dealers & Manufacturing plant requests on day-to-day Warranty & Goodwill queries & feedback.
• Support Regional customer communication centre for any escalated customer concerns related to warranty and goodwill.
• Track & analyse Dealers claims pattern. Analyse start & end of Warranty claims, Cost/VIN, Cost/Claim, cost per repaired unit, high count primary failed part (PFP), etc for all Dealers.
• Carry out Nissan internal Audits as & when required. Provide support to external Auditors during 3rd party Warranty & Goodwill Audits.
• Revise Warranty pre-authorization (WPA) list frequently for better claim controls.
• Periodically analyse frequently replaced parts & recommend Field Engineering (FE) / Field Quality Improvement (FQI) teams to conduct duplication activity to study countermeasure.
• Track & analyse goodwill data/cost on continuous basis. Recommend Field Quality Assurance (FQA) team for necessity of any warranty extension/campaigns.
• For high warranty and goodwill cost items, identify opportunities for Appropriate Field Repair (AFR) and coordinate to implement.
• Establish necessary controls at Dealers for warranty parts scrapping process through external vendors as per set guidelines.
• Timely preparation of Dealers Warranty/Goodwill purchase orders & Manufacturing plant Invoices for smooth payment cycle.
• Study Dealer warranty reimbursement compared to the claim cost to propose necessary adjustments.
• Establish process for Dealer staffs training on warranty policies and procedures including standards.
• Carry out benchmarking for warranty rates & warranty conditions in KSA market.

KPIs

• Achieve Nissan KSA Warranty Cost within BP.
• Achieve Nissan KSA Goodwill Cost within BP.
• Supporting activities KPI

BACKGROUND & SKILLS REQUIRED

Specific technical skills

• 10 years of experience in warranty & technical activities. Workshop experience is an added advantage. Must have hands-on experience in vehicles & customer support.
• Trained in Automotive (strong understanding of automotive technology and complete warranty process).
• Capability to analyse technical issues for warranty and goodwill judgement.
• Have knowledge on dealership Workshop processes.

Behavioural Competencies Required

• Attention to details

• Collaboration

• Negotiation

• Should be able to work under minimal supervision and apply leadership skills

• Persistence

• Analytical thinking

• Information seeking

Minimum Education

• Diploma/Degree in Automobile/Mechanical Engineering

Language Requirements

• Speak, read & write English (must)
• Arabic (optional)

Saudi Arabia