National Warranty Manager

The National Warranty Manager is responsible for all warranty and recall operations for Chery and Omoda Jaecoo across Australia and New Zealand. This role manages warranty policies, KPI-based dealer labour rates, customer-facing warranty documentation, dealer-facing warranty guidelines, claim assessment processes, and the end-to-end recall function. The role also leads the warranty team, which includes the current Warranty Administrator and an additional Warranty Administrator to be hired immediately. Responsibilities Own the full ANZ warranty policy framework, including policy development, updates, interpretation, and governance. Create and maintain all customer-facing warranty documentation (warranty booklets, warranty terms, coverage explanations, roadside information). Create and maintain all dealer-facing warranty documentation (warranty procedures, operating manuals, audit guidelines, labour operations guides, recall processes, out-of-policy guidance). Manage and update KPI-based dealer warranty labour rates and performance criteria. Lead the warranty operations team, including recruitment, training, coaching, workload planning, and performance management. Oversee warranty claim assessment, correct labour operation usage, causal part logic, documentation quality, and repair justification. Approve out-of-policy decisions within delegated authority and escalate where required. Deliver monthly warranty reporting including trends, loss ratios, dealer performance and emerging technical issues. Oversee the full recall process end-to-end, including documentation, regulatory submissions, dealer instructions, parts planning, and completion tracking. Ensure recall compliance with government authorities (ACCC, Waka Kotahi) and prepare required reports. Work closely with Technical, Training, Parts and Logistics, Customer Care, Finance and Legal teams to support investigations, improve repair clarity, manage escalations, and meet regulatory obligations. Provide day-to-day warranty support and policy clarification to dealers. Provide warranty and recall training to Service Managers, Warranty Clerks, Technicians and new dealers. Support escalated customer cases requiring warranty interpretation. Identify emerging quality issues through warranty and recall data and communicate them to Technical and HQ engineering. Manage labour operations, job coding and causal part pathways in alignment with technical procedures. Experience and Skills Experience in automotive warranty management at OEM or importer level. Experience writing customer-facing warranty booklets and dealer-facing warranty policies. Strong understanding of warranty claim assessment, labour operations, causal parts and dealer processes. Experience managing KPI-based warranty labour rate frameworks. Experience managing recall campaigns, including government compliance. Ability to interpret and apply Australian Consumer Law and NZ Consumer Guarantees Act. Strong written communication skills, especially in creating clear, simple warranty documentation. Experience leading a small operations or administration team. Ability to work cross-functionally in a fast-paced, high-growth environment. Automotive trade qualification or technical diagnostic background. Experience working with Chinese OEMs or global HQ approval processes. Familiarity with DMS and warranty systems (Pentana, SAP or OEM warranty portals). Qualifications Degree in Automotive, Business, Commerce or similar, or equivalent experience. Additional compliance or recall-related training is an advantage. Success Measures Warranty loss ratio vs target. Accuracy and clarity of warranty documentation for customers and dealers. Claim turnaround time and service level performance. Recall completion rates and regulatory compliance. Reduction in repeat repairs and incorrect claim submissions. Dealer satisfaction with warranty support. Team performance, accuracy and capability. Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr