Ford Australia Warranty Support Specialist

2 weeks ago

Melbourne, Victoria, Australia Ford Motor Company Full time
Job Summary

As the Warranty Support Specialist at Ford Motor Company, you will play a crucial role in leading local warranty training and managing the Warranty Counselling Process (WCP) with Dealers in Australia and New Zealand.

Main Responsibilities
  • Warranty Training: Develop warranty training material, provide input in producing eLearning modules, deliver online training based on individual dealer requests, and deliver face-to-face training after Step 2 desktop reviews.
  • 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 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.
  • Provide continual advice on where warranty expenditure can be minimized.
  • Maintaining dealer warranty metrics.
  • Support with W&P Manual opportunities for improvement.
  • Actioning warranty claim reviews for SEO/PD/PVT/Warranty Spend.
  • Manage market-specific special policy variations for example 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 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.
Desirable Skills
  • 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 the ability to create leverage.
  • Strong project planning skills, with the 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.

At Ford Motor Company, we are committed to innovation and delivering exceptional customer experiences. We are evolving to focus on services, experiences, and software that will continue to power the freedom of movement for all Australians.

We offer a range of employee benefits, including work-life balance, recharge and rejuvenate, drive the latest Ford, belong and thrive, invest in your future, support your family, and give back to the community.

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