Ford Australia Warranty Support Specialist

1 day ago

Melbourne, Victoria, Australia Ford Motor Company Full time
Job Title: Ford Australia Warranty Support Specialist

As a key member of our team, you will be responsible for leading local warranty training, managing the Warranty Counselling Process (WCP) with Dealers in Australia and New Zealand, and conducting follow-up education and training after reviews and audits.

Main Responsibilities:
  • Develop and deliver warranty training material, including eLearning modules and face-to-face training sessions.
  • Lead the Warranty Counselling Process (WCP), support Dealer self-reviews, and support the Global Warranty Team in India as required for Dealer Audits and other selected claims.
  • Support Warranty Administration activity for warranty system prior approval, claim adjudication support, and support the Global Warranty Team in India.
  • Provide general warranty assistance both internally and externally.
  • Maintain dealer warranty metrics and support Warranty & Policy (W&P) Manual opportunities for improvement.
  • Action warranty claim reviews for SEO/PD/PVT/Warranty Spend.
  • Manage market-specific special policy variations, such as express freight, PDI, transit damage, and other revisions of DCB's, SML's, etc.
  • Raise OWS system change requests for vehicle purification, correcting sales data, changing Dealer details, and other vehicle status requests.
  • Support IMG and local SEO Manager(s) Technical Training requirements and targets.
Requirements:
  • A tertiary qualification in Education or a Trade qualification with more than 3 years experience in warranty roles.
  • Above average proficiency with MS Office products.
  • Proficiency/knowledge of warranty processes and dealer processes.
  • Strong verbal and written communication skills.
  • An ability to drive for results and interact with regional markets.
Preferred Qualifications:
  • Ford warranty experience with strong technical understanding.
  • Understanding of Ford Dealer Service operations and previous Dealer/field experience highly desirable.
  • Ability to build relationships with Technicians and Dealers.
  • Ability to maintain a positive attitude and influence the team culture when faced with demanding internal and customer expectations and changing requirements.
  • Strategic mindset and strong analytical, systemic thinking, and problem-solving skills.
  • Creative thinker/problem solver and ability to consider multiple points of view (flexibility).
  • Strong leadership, interpersonal, and analytical skills.
  • Strong negotiation skills with ability to create leverage.
  • Strong project planning skills, with ability to stay organized while managing multiple project components and programs.
  • Ability to understand and connect with Warranty Clerks and Service Managers.
  • Great written and oral communication skills.

We are committed to building an inclusive work environment and welcome applications from First Nations, LGBTQI+, culturally and linguistically diverse backgrounds, people with disability, and people across all life stages.

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