Warranty Manager

KEY RESPONSIBILITIES

DELIVERS AN OUTSTANDING CUSTOMER EXPERIENCE

1. Recognises the impact of an efficient warranty process on the customer experience; works to meet customer expectations and minimise delays, demonstrating behaviour which is dependable, transparent and easy to do business with

2. Understands the end-to-end warranty process and works with colleagues across the Retailer (including the Service Advisor, Workshop Controller, Technicians, Parts Advisors) to manage warranty claims

3. Supports colleagues in the retailer (e.g. Service Advisor, Workshop Controller) by providing detailed advice and guidance of warranty provisions and procedures

PROCESSES WARRANTY CLAIMS

4. Interprets Job Card information and completes warranty claims, including Customer Concern Codes, primary and secondary diagnosis, Technician write ups, technical reports and details of preauthorisation, working with colleagues to obtain any missing information required to complete the claim

5. Uses a range of Jaguar Land Rover systems to obtain information to support the warranty claim, for example WASP/DDW, Topixx, DIME, FRED

6. Understands the Jaguar Land Rover requirements for the submission of warranty claims (e.g. claims to be submitted with 20 days of the repair) and processes Warranty claims by inputting information onto the Warranty system (DDW/WASP)

7. Understands the impact on the Retailers cash flow and profitability of delayed or rejected warranty claims and aims to minimise any delays or claims rejections

RECONCILES PAYMENTS AGAINST WARANTY CLAMS

8. Reconciles payments from Jaguar Land Rover with details of warranty claims submitted and identifies any discrepancies

9. Works with Jaguar Land Rover to get each claim paid in full or understand the reasons for non-payment. Escalates any significant issues to the Service Manager

MANAGES WARRANTY PERFORMANCE

10. Uses an understanding of the Warranty KPIs to manage own performance and contribution to the team

11. Manages reporting on warranty performance to deliver routine reports to the Service Manager

12. Works with the Service Manager to review warranty performance for own retailer on the Global Warranty Management System (GWMS) and identify any issues that require attention

13. Understands the warranty self-audit process and supports the Service Manager to carry out regular warranty self-audits within the Retailer

14. Maintains accurate and complete warranty records for the Retailer, for review by Jaguar Land Rover external auditors

15. Works with the NSC/Importer or CRC to provide supporting information for Goodwill (Retailer Empowerment) cases

TEAMWORKING

16. Takes a proactive approach to identify any recurring problems which affect the customer experience, and raises these with the appropriate colleague (e.g. the Service Manager)

17. Supports projects to deliver continuous improvement to ways of working to deliver an outstanding customer experience