Warranty Coordinator

Role Overview

This position sits within the aftersales department and is responsible for keeping warranty operations accurate, compliant, and fast. You will audit workshop and dealer service practices, check warranty claims against manufacturer rules, and drive corrective actions whenever processes fall short of dealer standards, ISO requirements, or PACI controls. Your work directly protects the company’s OEM relationships and ensures customers and partners receive consistent, high-quality service across all workshops and branches.

Key Responsibilities

• Audit service activities on a sample basis across workshops and dealerships, flagging deviations from dealer standards, ISO requirements, and PACI controls, and track the implementation of corrective action plans.
• Review warranty repair orders together with workshop supervisors to approve or reject claims according to each manufacturer’s warranty policy, including Mercedes-Benz, Suzuki, Volkswagen, Hyundai, Hino, and Sinotruk.
• Identify warranty-related training gaps among workshop staff, recommend suitable training, and deliver sessions when needed to keep procedures aligned with OEM regulations.
• Coordinate with the IT department to keep workshop diagnostic systems operational, and oversee general workshop organisation to maintain high efficiency and service quality.
• Monitor compliance with dealer standards and PACI minimum requirements in the service department and all dealerships, setting performance targets and reviewing results against them.
• Ensure technical and service literature is available for all multibrand and equipment workshops, and confirm that technical defect reports are completed and sent to the relevant OEMs.
• Support the rollout of manufacturer campaigns, prepare monthly updates on campaign completion, and conduct competitor warranty policy surveys for the service management team.
• Apply continuous improvement practices such as KAIZEN in daily work, and follow all QHSE policies and company procedures in the aftersales environment.

Requirements & Qualifications

• Diploma in Automotive Engineering or an equivalent qualification.
• At least 4 years of relevant experience in a similar aftersales, warranty, or service operations role.
• Working knowledge of warranty procedures and dealer standards for Mercedes-Benz, Suzuki, Volkswagen, Hyundai, Hino, and Sinotruk.
• Ability to audit service processes, analyse findings, and present clear corrective action plans to line managers and dealers.
• Strong communication and interpersonal skills to liaise with workshop supervisors, dealer teams, IT staff, and OEM representatives.
• Good organisational skills to manage warranty records, technical literature, campaign follow-ups, and multiple operational priorities.
• Familiarity with QHSE policies, ISO standards, and continuous improvement methods such as KAIZEN.