Ford Australia Warranty Support Specialist

2 weeks ago

Melbourne, Australia Ford Motor Company Full time

What you'll do...

As the Warranty Support Specialist based in Melbourne, you will be responsible for leading local warranty training, both virtually and face to face, and managing the Warranty Counselling Process (WCP) with Dealers in Australia and New Zealand and conducting follow-up education and training after reviews and audits. 

In this role, you will also maintain dealer warrant metrics and support Warranty & Policy (W&P) Manual opportunities for improvement, as well as lead general warranty support for Dealers in both countries. This support includes prior approval, claim adjudication, claim support, and general warranty assistance internally and externally. 


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 (similar to Foreman Meetings) Deliver individual dealer training based on dealer request 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 activity for warranty system prior approval, claim adjudication support, support the Global Warranty Team in India, provide claim adjudication support. 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.

You'll have…

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. Strong verbal and written communication skills. Full Australian Drivers Licence

Even better, you may have...

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 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.

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply

About us…

As the world changes, we will continue to adapt and lead. At Ford, 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.

As a household name in Australia with almost 100 years of history, Ford is committed to delivering quality vehicles and exceptional customer experiences. Today, our Product Development team plan, design, develop and test vehicles for global markets, including the award-winning Ranger and Everest. Our National Sales Company team provide marketing, sales and service expertise, supporting our national dealer network, with focus on providing amazing customer experiences. 

Some of our many employee benefits are listed below;

Work-Life Balance:  Enjoy the flexibility to create a work schedule that fits your life, with options for hybrid work and flexible hours. Recharge and Rejuvenate:  Take advantage of 12 extra days off per year to recharge and pursue your passions, ensuring a healthy work-life balance. Drive the Latest Ford:  Get behind the wheel of a brand-new Ford at a discounted rate with our exclusive vehicle lease program. Belong and Thrive:  Connect with like-minded colleagues and contribute to a diverse and inclusive workplace through our Employee Resource Groups: Ford Pride, Women of Ford, and Ford Empowering Diverse Abilities. Invest in Your Future:  We are committed to your professional growth. Take advantage of our comprehensive training programs, both internal and external, to develop your skills and advance your career. Support Your Family:  Enjoy peace of mind with our paid parental leave program, allowing you to focus on your family during this important time . Give Back to the Community:  Make a difference by volunteering your time and skills, with paid volunteer days to support causes you care about.

Equal Opportunity   

Ford Australia is 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.

As part of our commitment to driving equity and inclusion for all, we are now recognised by WGEA as an Employer of Choice for Gender Equality.

All qualified applicants will receive consideration for employment and all effort will be made to ensure diverse interviewers.

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