Job Profile – Warranty Manager

Job title: Warranty manager

Department: Workshop

Reporting to: Service Manager

Job Summary

As a, Warranty manager you are fully responsible for planning, controlling and increasing efficiency of all warranty repairs and warranty claim processes. In this function, you ensure that the dealerships strategic and operational goals are met as well as AL India policy & guidelines are implemented & followed rigorously. When it comes to warranty you are the reliable and transparent interface between workshop administrators, workshop colleagues and AL India. With your expert knowledge, technical competency and excellent communication skills you promote the brand and product image and hence contribute to the economic success of the organization.

Qualification 

Education

• Diploma or Graduate in Automotive Segment.

Training 

• Initial training with Ashok Leyland specific warranty operations, process and systems.

• Participation in Warranty trainings conducted by AL India. (Basic & Advanced)

Experience

• Experience with Ashok Leyland product range

• Practical experience of working Mass or Luxury Market for 5 to 8 years in the same field.

Special Background and Skills

Social and interpersonal competence

• You regard yourself as a representative of the Ashok-Leyland.

• You are reliable, trustworthy, and able to show excellent communication and coordination skills while dealing with concerned colleagues.

• You can integrate all your potential in a team and use your colleagues’ competencies in warranty repair operations

• You can openly address and solve conflicts with your colleagues.

• You provide criticism in an appropriate manner, explaining your decisions, and you are consistent in your response to inappropriate behaviour or deficient performance.

• You clearly communicate expectations and set targets based on quantitative and qualitative objectives.

• You expect top performance and support its attainment.

Method and process competence

• You can use all the workshop management and information systems (e.g. DMS and e-Dealer) in a targeted manner.

• You have a thorough knowledge of the Ashok-Leyland specific warranty policies, processes and methods.

• You know the processes and interfaces of associated departments and contact persons (sales, finance) within the dealership.

• You recognize your influence and impact as warranty specialist as regards brand trust and warranty and goodwill costs.

• You know the constitution and structure of a Ashok Leyland dealership.

• You use interfaces and exchange experiences actively and across divisions within the dealership.

• You communicate processes clearly to others involved. 

Specialist competence 

• You know the dealers corporate strategies, goals and guidelines.

• You possess thorough knowledge of dealer good will specific terms and conditions.

• You have good technical knowledge of Ashok Leyland brand product and vehicle parts.

• You are familiar with and are able to ensure all warranty repair works for manufacturing defects.

• You provide information on strategic goals, key figures, current trends and change processes and use this information for concerned employees.

• You possess good English language proficiency skills.

IT competence

• You have good knowledge of Office appliances (e-mail programs, e.g. MS Office, the Internet, e-business, etc.)

• You have an expert knowledge of current After-Sales IT tools and are able to use these (e.g. DMS and e-Dealer etc.) 

Tasks

Investigation of warranty claims

• Updating vehicle details for e.g. – vehicle registration date, warranty validation date, terms and conditions of warranty & updating of DAN (Delivery acknowledgment Note) copy in e-Dealer.

• Checking warranty and goodwill claims. Ensuring that warranty repair is applicable only in case of regular maintenance of vehicle as per the specified time limit.

• Confirming proper diagnosis is done for the warranty process.

Documentation of warranty claims

• Checking documents related customer complaint – workshop diagnosis and other supportive documents

• Confirmation of correct damage codes related to the works shop diagnosis for the complaint.

 • Preparation and submission of TPR (Technical Product Report) as per AL India requirement for warranty/goodwill cases.

• Ensuring that essential documents (star printout, Battery Test Sheets, Wheel Alignment Sheet Tyre Damage Report, Photographs etc.) are uploaded in e-Dealer.

• Maintaining proper record of all warranty documents and producing as and when required.

Liaising with AL India

• Ensuring that warranty issues are reported timely to AL India

• Communicating AL India’s decisions regarding warranty claims to other concerned colleagues in the workshop.

• Confirmation of warranty repairs with AL India warranty department before carrying out any aggregate repairs.

• Ensuring that warranty repairs are performed for manufacturing defects as per the decision given by JLR India Warranty department.

• Submission of repair claims to AL India within the specified time limit.

• Reconciliation of warranty/goodwill claims within the specified time limit.

Warranty room management and inventory control

• Ensuring that all warranty parts are kept in warranty room along with their tags.

• Ensuring that warranty room is locked properly.

• Defective parts to be kept properly and to be produced timely whenever required by representative of AL India for inspection & scrapping.

Interfaces relevant to success

Administration

Your reliable team partners to support you with the administrative side:

• Service Advisor • Service Receptionist • Warranty Assistant

Workshop department

As a competent interface, you consult with the following colleagues for solutions to all service work on the customer’s vehicle:

• Service Manager

• Workshop Technician

• Workshop Administrator

• Job Controller

Logistic department

Your colleagues for processes related to parts and accessories:

• Parts Manager

• Parts Process Specialist

• Parts Assistant

AL India Warranty department