About us
Harris Group is a long-established distributor of commercial vehicles, spare parts and aftersales services within Ireland and the UK.
We distribute globally recognised vehicle brands and are a leader in the growing and ever evolving EV space including Light Commercial Vehicles, buses and coaches.
Due to continued growth, we have a fantastic opportunity for a Warranty Controller to join our Aftersales Team.
Job purpose
The Warranty Controller is responsible for managing and overseeing the warranty claims process for vehicles or automotive components. To ensure that warranty claims are processed accurately and efficiently, and that customers receive appropriate reimbursement or repairs for covered issues.
The Role
Key Responsibilities and Accountabilities
1. Warranty Claim Processing: Review warranty claims submitted by customers, dealerships, or service centres to determine if they meet the warranty guidelines and requirements. Verify the accuracy and completeness of claim information, including documentation, repair orders, and supporting evidence.
2. Warranty Policy Compliance: Ensure that warranty claims comply with the manufacturer's warranty policies and guidelines. Verify that repairs or replacements are eligible for warranty coverage based on the vehicle's warranty terms, mileage limitations, and timeframes.
3. Investigation and Analysis: Investigate and analyse warranty claims to determine the root cause of issues and identify any potential fraud or misuse. Collaborate with technicians, service advisors, and other stakeholders to gather relevant information and evidence for claim evaluation.
4. Documentation and Record-keeping: Maintain detailed records of warranty claims, including claim numbers, dates, and status updates. Ensure that all necessary documentation, such as repair orders, invoices, and parts receipts, are properly filed and organized for reference and audit purposes.
5. Communication and Coordination: Liaise with customers, dealerships, and service centres to gather additional information, clarify claim details, and provide updates on claim status. Coordinate with internal teams, such as the technical team, service department, parts department, finance department and UK aftersales team to facilitate the warranty claims process smoothly.
6. Reimbursement and Settlement: Calculate reimbursement amounts based on approved warranty claims. Process payments or credit adjustments to customers, dealerships, or service centres promptly and accurately. Monitor payment schedules and ensure timely settlements.
7. Reporting and Analysis: Generate reports and analyse warranty claim data to identify trends, recurring issues, and potential improvements. Provide insights and recommendations to management regarding warranty policies, claim procedures, and customer satisfaction.
8. Warranty Policy Updates: Stay updated with changes in warranty policies, industry regulations, and manufacturer requirements. Communicate any updates or revisions to the relevant stakeholders and ensure adherence to the revised policies.
The Person
Essential Knowledge, Skills and Experience
- 3+ years in a Warranty Controller position required.
- Strong knowledge of warranty policies, procedures, and automotive industry practices.
- Technician qualification and experience desirable.
- Familiarity with warranty terms, conditions, and coverage criteria.
- Attention to detail and excellent data analysis skills.
- Proficiency in using warranty management systems and software.
- Strong MS office skills, particularly Excel.
- Effective communication and interpersonal skills.
- Ability to work collaboratively with cross-functional teams.
- Problem-solving and decision-making abilities.
- Organisational and time management skills.
- Understanding of automotive components and systems.
- Demonstrated ability to multitask and perform under pressure.
- Knowledge of customer service principles and strong focus on positive customer experience.
Benefits:
Competitive salary
25 days annual leave
5% Matched Contribution Pension
Employee Assistance Programme.
Cycle to Work Scheme
Benefits:
- Additional leave
- Bike to work scheme
- Company pension
- Employee assistance program
- On-site parking
Experience:
- Warranty : 3 years (required)
Work authorisation:
Work Location: In person
