Product Specialist - Aftersales Warranty Product Management

I&D GROWTH | ROLE SCOPE

• Ownership of the demand funnel and product backlog for Warranty Management products and capabilities.
• Demand intake, triage, impact assessment, refinement, sizing support, prioritisation recommendations, sequencing and dependency management across markets and warranty value streams.
• Modelling and structuring approved requirements using business and system process flows at L1-L4, as appropriate, to support solution design, delivery and testing.
• Requirements for warranty eligibility, coverage, claims entry, processing, evidence, rules, escalation, reimbursement, investigation, technical data, status, audit and reporting.
• Requirements for standard, extended, accessory-fit, campaign and fault-repair warranty variants.
• Requirements for supplier and supplier-material warranty recovery, including evidence, financial data, status, integration and reporting.
• Definition of application interactions, data flows, integrations, controls, traceability, error handling and NFRs across Warranty Management.
• Management of dependencies with workshop, repair, parts, technical assistance, concern management, finance, supplier and market capabilities.
• Coordination of implementation and professional-service engagements, including scope, milestones, dependencies, risks, acceptance evidence, knowledge transfer and operational handover.
• Maintenance of Warranty Management product evidence in LeanIX and Product 360, including capabilities, applications, integrations, lifecycle, decisions, risks, technical debt and product health.

Out of scope / retained accountabilities

• Warranty policy, coverage rules, authority levels and claim decision ownership.
• Ownership of workshop, repair, parts, technical assistance, concern management or wider Aftersales products except where they interface with Warranty Management.
• Product strategy, investment, roadmap accountability, final prioritisation and lifecycle decisions.
• Operational processing, financial approval, supplier commercial decisions and market execution.

AccountabilityRole contributionOutcome / evidence of success

• Prioritised and maintained Warranty Management backlog.
• Demand register covering business outcome, value, accountable owner, urgency, dependencies, risk, readiness and recommended priority.
• Warranty business and system process maps, including relevant L1-L4 flows, system touchpoints, data flows, decisions, hand-offs and exceptions.
• Warranty eligibility, claims processing, investigation, technical-data, integration and recovery requirements.
• Claims rules, state transitions, evidence requirements, acceptance criteria, error scenarios and audit requirements.
• Integration catalogue and data-flow evidence across Warranty Management and dependent capabilities.
• Supplier/professional-services engagement tracker, acceptance evidence and knowledge-transfer plan.
• Operational-readiness evidence covering support, observability, documentation, access, training, handover and service acceptance.
• LeanIX and Product 360 evidence linking Warranty Management capabilities, products, applications, integrations, lifecycle status, accountable owners, decisions, risks and product health.

InterfacePurpose of interaction

• Demand transparency: percentage of warranty demand captured with owner, outcome, value, impact, dependencies, risk, status and recommended priority.
• Backlog readiness: percentage of committed items meeting the agreed definition of ready before delivery commitment.
• Requirements quality: completeness, traceability, acceptance clarity and defect leakage attributable to requirements.
• Warranty process performance: claim completion, cycle time, exception rates, manual intervention and stakeholder feedback.
• Integration and data quality: interface reliability, reconciliation, data completeness, auditability and error recovery.
• Delivery and knowledge transfer: milestone, acceptance, documentation, training, handover and support-readiness completion.
• Product health: incident, defect, service performance, technical debt and evidence-maturity indicators.

8. Grade D expectations

• Operates as a developing-to-established Product Specialist with day-to-day ownership of the Warranty Management backlog and demand funnel.
• Independently manages routine warranty demand, detailed analysis, requirements, process modelling, evidence and delivery-readiness activity, under Product Manager direction for strategic trade-offs, investment and final prioritisation.
• Acts as the first point of contact for product demand relating to Warranty Management products and capabilities.
• Works across business and system processes, identifying dependencies, gaps, exceptions and impacts without assuming ownership of warranty policy or operational decisions.
• Tracks implementation and professional-service engagements and escalates delivery, dependency, consumption or acceptance risks.
• Ensures knowledge transfer, documentation, enablement, implementation support and operational handover are planned and completed.
• Ensures requirements include appropriate NFRs covering availability, performance, scalability, accessibility, security, privacy, reliability, auditability and observability.
• Demonstrates Level 3 capability in backlog refinement and Level 2 working capability across the remaining Product Specialist competency domains.

9. Domain knowledge and experience
Essential knowledge

• Warranty Management processes and digital capabilities, including eligibility, coverage, claims entry and processing, rules, evidence, escalation, reimbursement, investigation, technical data, integration and recovery.
• Standard, extended, accessory-fit, campaign and fault-repair warranty concepts.
• Warranty claims data, state models, workflow, financial information, controls, reporting, reconciliation and audit concepts.
• The relationship between Warranty Management and workshop, repair, parts, technical assistance, concern management, product quality, finance and supplier processes.
• Product backlog and demand-management practices including intake, triage, refinement, prioritisation recommendations, sequencing, readiness and traceability.
• Product lifecycle, agile delivery, integration, testing, service transition, accessibility, privacy, cyber and governance fundamentals.
• Warranty, service and parts data, workflow, reporting and audit concepts.
• SaaS utilisation, licensing, forecasting, renewal and optimisation concepts.

Desirable knowledge

• Aftersales journeys including service booking, workshop preparation, diagnosis, repair, maintenance, warranty, parts, technical information and customer retention.

Relevant experience

• Experience as a Product Specialist, Product Analyst, Business Analyst, junior Product Owner or comparable role managing digital product demand.
• Practical experience with warranty, claims, aftersales, service, repair, supplier recovery or connected enterprise platforms.
• Experience shaping owner, retailer, workshop or technician journeys and working with Aftersales Operations or regional teams.
• Experience modelling business and system processes and translating approved policy/process needs into structured digital requirements.
• Experience coordinating vendors or system integrators through delivery, acceptance, knowledge transfer and operational handover.

Desirable experience

• Practical experience with Aftersales, service, workshop, warranty, parts, learning, provisioning or connected enterprise platforms.

A transparent, prioritised and delivery-ready Warranty Management product portfolio that enables controlled and efficient warranty eligibility, claims processing, investigation, integration and recovery; maintains clear dependencies with adjacent Aftersales capabilities; and provides reliable evidence for product, delivery, operational and lifecycle decisions.