Warranty Specialist Consultant

Responsibilities

• People Management & Team Leadership
• Provide leadership, management, and support to all Warranty Specialists assigned to the dealer group.
• Monitor individual performance, conduct regular one-on-ones, and manage professional development.
• Oversee team availability, productivity, and workload distribution to ensure consistent service delivery.
• Foster a culture of high performance, accountability, and continuous learning within the warranty team.
• Recruit, onboard, and train new Warranty Specialists in line with group and client standards.
• Client Reporting & Strategic Performance
• Prepare and present comprehensive regular operational and performance reports to the client.
• Analyse warranty trends, claim submissions, and group-wide compliance levels.
• Monitor dealer network performance against agreed KPIs, SLAs, and warranty quality standards.
• Provide actionable insights and strategic recommendations to improve warranty profitability and reduce risk.
• Develop and maintain management information packs and executive dashboards.
• Dealer Monitoring & Operational Support
• Monitor warranty operations across all dealers within the assigned group to ensure adherence to manufacturer guidelines.
• Stand in as a Warranty Specialist when needed , actively assessing, processing, and following up on warranty claims and pre-authorizations during peak periods or staff absences.
• Conduct warranty reviews, internal audits, and compliance assessments across the dealer network.
• Identify performance gaps at the dealer level and implement robust corrective action plans.
• Act as the senior point of escalation for complex warranty queries and goodwill assessments.
• Operational Improvement & Business Growth
• Identify and execute opportunities to improve warranty processes, efficiency, and service delivery.
• Proactively propose and implement initiatives that enhance operational performance and group profitability.
• Drive dealer engagement and "buy-in" for warranty improvement programmes and new initiatives.
• Build long-term commercial relationships with dealer principals and service managers to support the growth of the warranty business.
• Stay abreast of industry trends to identify new areas for incremental business and operational enhancement.
• Coaching & Subject Matter Expertise
• Act as the Subject Matter Expert (SME) for all warranty-related technical information and legal requirements.
• Provide coaching and technical guidance to both the internal team and dealer staff on claim management and diagnosis.
• Publish and communicate updated warranty rules, guidelines, checklists, and manuals.
• Lead workshops to improve group-wide capability and ensure vehicles are repaired in line with compliance procedures.
• Key Skills & Competencies
• People Management & Leadership
• Relationship Management (Consultative)
• Advanced Data Analysis & Reporting
• Strategic Planning & Business Improvement
• Stakeholder Management & Influencing
• Conflict Resolution & Problem Solving
• Advanced Microsoft Excel & CRM Software
• Technical Troubleshooting & Parts Knowledge
• Financial Acumen & Commercial Awareness
• Resilience & Adaptability
• Experience Required
• Minimum 5-7 years' experience in automotive warranty operations, aftersales, or service management.
• Proven track record of team management/supervisory experience, preferably with dealer staff or specialists.
• Experience in a consultative or "account management" style role, focusing on business growth and relationship building.
• Significant experience in dealer coaching and conducting warranty audits.
• Proven experience analysing data from multiple sources to inform improvements and make commercial recommendations.
• Extensive experience with complex warranty and goodwill assessment and support.
• Knowledge Required
• Expert knowledge of national automotive warranty policies, procedures, and consumer law.
• Deep understanding of dealership operations, especially workshop flow, service, and warranty coding.
• Knowledge of automotive technical parts, diagnosis, and repair processes.
• Comprehensive understanding of SLAs and performance-based contracts.
• Knowledge of sales processes and strategies for driving incremental business within a service environment.

Benefits

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Msxinternational? Share your experience