This role involves overseeing the entire warranty claim lifecycle within an authorized automotive workshop to ensure seamless recovery of costs from the OEM. The focus is on maintaining high compliance standards, managing failed part inventory, and optimizing the claim approval ratio through technical precision and process adherence.
Key Responsibilities
- Manage the end-to-end warranty claim process including submission, tracking, and settlement via the Dealer Management System (DMS).
- Conduct technical verification of failed components and diagnostic data to ensure all claims meet OEM policy guidelines.
- Liaise with OEM Regional Service Managers and technical teams for special approvals and goodwill claim settlements.
- Supervise the warranty store operations, ensuring proper tagging, storage, and timely disposal of replaced parts as per audit protocols.
- Analyze monthly claim rejection reports to identify root causes and implement training for technicians and service advisors.
- Prepare and lead the dealership through periodic OEM warranty audits, ensuring 100% documentation compliance.
- Monitor warranty labor and parts revenue targets, providing regular MIS reports to the Service Manager.
- Stay updated on technical service bulletins (TSBs) and recall campaigns, ensuring timely execution and documentation.
Requirements
- Extensive knowledge of automotive warranty policies and OEM standard operating procedures.
- Hands-on experience with Dealer Management Systems (DMS) such as Autoline, SAP, or MS Navision.
- Strong technical diagnostic skills for mechanical, electrical, and electronic vehicle systems.
- Proven ability to manage warranty audits with zero or minimal compliance leakage.
- Excellent record-keeping skills and attention to detail regarding technical documentation.
- Effective communication skills for negotiating with OEM representatives and internal teams.
Preferred
- Prior experience working with a leading Passenger Vehicle or Commercial Vehicle OEM dealership.
- Certification in Lean Six Sigma or other process improvement methodologies.
- Knowledge of insurance claim processes to handle overlapping warranty-insurance cases.
Skills
Technical
DMS Proficiency, Advanced MS Excel, Electronic Parts Catalog (EPC) Navigation, Diagnostic Tool Interpretation, Technical Report Writing
Soft Skills
Analytical Thinking, Conflict Resolution, Team Leadership, Meticulous Planning, Stakeholder Management
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering or Diploma in Automobile Engineering
Experience: 7 to 12 years of experience in automotive service operations, with at least 4 years in a dedicated Warranty Management role.
Certifications: OEM Certified Warranty Specialist, Technical Diagnostic Expert Certification
Work Environment
On-site at an authorized dealership workshop; standard 6-day work week (9:00 AM - 6:30 PM).
Growth Opportunities
Successful candidates can progress to Aftersales Manager, Regional Warranty Head at the OEM level, or Service Operations Consultant within the dealer network.
