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Warranty Support Specialist

2 months ago

Melbourne, Victoria, Australia Ford Motor Company Full time
About the Role

We are seeking a highly skilled and experienced Warranty Support Specialist to join our team at Ford Motor Company. 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
  • Warranty Training: Develop and deliver warranty training material, provide input in producing eLearning modules, and deliver online training based on individual dealer requests.
  • Lead the Warranty Counselling Process (WCP): Support Dealer self-reviews, support Dealer desktop reviews, and support the Global Warranty Team in India as required for Dealer Audits and other selected claims.
  • Support Warranty Administration: Provide prior approval, claim adjudication support, and support the Global Warranty Team in India.
  • General Warranty Assistance: Provide general warranty assistance both internally and externally.
  • Warranty Expenditure: Provide continual advice on where warranty expenditure can be minimized.
  • Dealer Warranty Metrics: Maintain dealer warranty metrics.
  • Warranty Manual Opportunities: Support with W&P Manual opportunities for improvement.
  • Warranty Claim Reviews: Actioning warranty claim reviews for SEO/PD/PVT/Warranty Spend.
  • Market Specific Special Policy Variations: Manage market specific special policy variations, such as express freight, PDI, transit damage, and other revisions of DCB's, SML's, etc.
  • OWS System Change Requests: Raise OWS system change requests for vehicle purification, correcting sales data, changing Dealer details, and other vehicle status requests.
  • Technical Training: Support IMG and local SEO Manager(s) Technical Training requirements and targets.
Requirements
  • Tertiary Qualification: A tertiary qualification in Education or a Trade qualification with more than 3 years experience in warranty roles.
  • MS Office Proficiency: Above average proficiency with MS Office products.
  • Warranty Processes: Proficiency/knowledge of warranty processes and dealer processes.
  • Communication Skills: Strong verbal and written communication skills.
  • Results-Driven: An ability to drive for results and interact with regional markets.
  • Full Australian Drivers Licence: Full Australian Drivers Licence.
Desirable Qualifications
  • Ford Warranty Experience: Ford warranty experience with strong technical understanding.
  • Ford Dealer Service Operations: Understanding of Ford Dealer Service operations and previous Dealer/field experience highly desirable.
  • Relationship Building: Ability to build relationships with Technicians and Dealers.
  • Team Culture: Ability to maintain positive attitude and influence the team culture when faced with demanding internal and customer expectations and changing requirements.
  • Strategic Mindset: Strategic mindset and strong analytical, systemic thinking and problem-solving skills.
  • Creative Problem-Solving: Creative thinker/problem solver and ability to consider multiple points of view (flexibility).
  • Leadership Skills: Strong leadership, interpersonal, and analytical skills.
  • Negotiation Skills: Strong negotiation skills with ability to create leverage.
  • Project Planning: Strong project planning skills, with ability to stay organized while managing multiple project components and programs.
  • Warranty Clerks and Service Managers: Ability to understand and connect with Warranty Clerks and Service Managers.
  • Communication Skills: Great written and oral communication skills.