Ford Australia Warranty Support Specialist

2 weeks 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 Warranty 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 warranty training material, provide input in producing eLearning modules, deliver online training based on individual dealer requests, deliver face-to-face training after Step 2 desktop reviews, deliver face-to-face classroom-style course training, and deliver individual dealer training based on dealer requests.
  • Lead the Warranty Counselling Process (WCP): Support Dealer self-reviews, support Dealer desktop reviews, 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, support the Global Warranty Team in India, and provide claim adjudication support.
  • Provide General Warranty Assistance: Provide general warranty assistance both internally and externally.
  • Minimize Warranty Expenditure: Provide continual advice on where warranty expenditure can be minimized.
  • Maintain Dealer Warranty Metrics: Maintain dealer warranty metrics.
  • Support W&P Manual Opportunities: Support with W&P Manual opportunities for improvement.
  • Action Warranty Claim Reviews: Action warranty claim reviews for SEO/PD/PVT/Warranty Spend.
  • Manage 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.
  • Raise OWS System Change Requests: 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: Support IMG and local SEO Manager(s) technical training requirements and targets.

About You

  • A tertiary qualification in Education or a Trade qualification with more than 3 years of 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.
  • Full Australian Driver's Licence.

What We Offer

  • A comprehensive training program to develop your skills and advance your career.
  • A diverse and inclusive workplace with opportunities to connect with like-minded colleagues.
  • A competitive salary and benefits package.
  • The opportunity to work with a leading automotive company and contribute to the success of our team.

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