The Role
Manage day-to-day warranty and goodwill operations for Nissan and Infiniti across KSA and other markets. Validate dealer pre-authorizations and claims, analyze warranty and goodwill costs and patterns, support dealers and plants, conduct audits, recommend corrective actions/campaigns, establish controls and training, prepare purchase orders and invoices, and drive KPIs to keep warranty and goodwill costs within budget.
Summary Generated by Built In
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)
Skills Required
- 10 years of experience in warranty and technical activities
- Hands-on experience with vehicles and customer support
- Trained in automotive with strong understanding of automotive technology and complete warranty process
- Capability to analyze technical issues for warranty and goodwill judgement
- Knowledge of dealership workshop processes
- Workshop experience
- Attention to detail
- Collaboration skills
- Negotiation skills
- Ability to work with minimal supervision and demonstrate leadership
- Persistence
- Analytical thinking
- Information seeking
- Diploma or Degree in Automobile or Mechanical Engineering
- English: speak, read & write
- Arabic language skills
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The Company
What We Do
Nissan is a global automotive manufacturer that designs, produces, and sells a wide range of vehicles, including cars, trucks, and SUVs, and is a key member of the Renault-Nissan-Mitsubishi Alliance.
