Warranty Services Manager

INEOS Automotive – Built For More Story so far Since we started our journey to build a no nonsense 4X4, we’ve come a long way. We’ve established INEOS Automotive as a serious contender in 4X4 development and manufacturing. We’ve partnered with some of the biggest names in the automotive industry. We’ve made our way from vision to prototype. We’ve secured a world-class production facility and delivery team. We’ve delivered Grenadiers to customers all around the world. We’re building our double cab pick-up, the Quartermaster. People and Culture Easy never changed anything. Not in manufacturing, science, engineering or energy – and certainly not elite sport. At INEOS we tackle every challenge head-on, and we help extraordinary athletes achieve extraordinary things. When it comes to making positive change, we know nothing gets done without grit, rigor and humor. Our Automotive team consist of around 1500 employees, 10 locations and 44 nationalities, we’re an international team working together to challenge the ordinary. If this sounds like you, let’s talk. Working closely with the wider Americas team and alongside the global aftersales team, the Warranty Services Manager will be responsible for the end-to-end vehicle warranty process whilst ensuring that our dealer partners and vehicle customers remain the key focus. Working with several external and internal partners and stakeholders, the warranty manager position will be vital in ensuring quality is maintained whilst also identifying process improvement opportunities. This role will also work extremely closely with our repairing workshops to review repairs, budgets and more importantly future customer enhancements to ensure satisfaction is achieved. Responsibilities: Facilitating effective and efficient processes that ensure warranty claims are managed within guidelines (to be set) for both processing and submissions Analysis of root cause issues to identify opportunities to enhance quality whilst reducing claims Strong liaison with both global warranty and technical, regulatory compliance departments, identifying risks, improvements, and enhancements to both the vehicle and customer experience Ensure the correct training options are available to both internal and external workshop personnel in collaboration with our chosen training provider Assisting workshops with the efficient process of claims to ensure smooth invoicing and payments are achieved Reporting regularly on the key metrics within department to include, spend, claims, quality, failure rates, localised issues, geographical concerns – to ensure enhancement options are made available to the business To ensure that effective product / stock recall procedures are in place Work with the Call Centre and Regulatory Compliance team to ensure all customers are contacted on product campaigns or recalls as necessary Offering direct support (telephone, instant messaging, email, reporting methods, INEOS Systems) to customers or workshop partners as necessary to enhance the warranty experience upon repair, campaign or recalls as required Review, administer, and improve warranty policy and procedure guidelines in accordance with Central Warranty Team, Regulatory Compliance, and Legal Establish, launch, and administer Dealer Warranty Performance metrics to track network performance and identify top/bottom performers Establish, launch and administer warranty claim audit processes/program to ensure dealer compliance and chargeback eligible claims Regularly publish and distribute warranty claim guidance and program updates to field team and dealer partners Administer Warranty Labor Rate & Parts Mark-Up request process Qualifications: The ideal candidate will preferably come from an automotive aftersales background Significant Warranty based business experience Recognized technical qualification Strong analytical skills Ability to support field-based customers and teams with customer focused warranty solutions Stakeholder management which includes relationship building across departments and functions Occasional travel throughout the Americas region maybe required If the role sounds of interest and you want to learn more please apply. Please include a covering letter that supports your application along with any other supporting information. If your application is successful one of the team will be in touch to arrange an initial conversation!