Company Description
The Warranty Specialist Consultant is responsible for overseeing and optimizing warranty operations across an assigned dealer group, ensuring strict compliance with policies and service standards. This role serves as the primary liaison between the client and the dealer network, providing high-level reporting, strategic performance analysis, and operational guidance.
This position combines rigorous compliance monitoring with a growth-oriented approach, focusing on enhancing dealer engagement and driving operational effectiveness. Beyond oversight, the role involves the direct management and development of the Warranty Specialist team within the group, and requires the agility to step in and perform specialist duties directly when operational demands necessitate.
Job Description
Key Responsibilities
People Management & Team Leadership
- Provide leadership, management, and support to all Warranty Specialists assigned to the dealer group.
- Monitor individual performance, conduct regular one-on-ones, and manage professional development.
- Oversee team availability, productivity, and workload distribution to ensure consistent service delivery.
- Foster a culture of high performance, accountability, and continuous learning within the warranty team.
- Recruit, onboard, and train new Warranty Specialists in line with group and client standards.
Client Reporting & Strategic Performance
- Prepare and present comprehensive regular operational and performance reports to the client.
- Analyse warranty trends, claim submissions, and group-wide compliance levels.
- Monitor dealer network performance against agreed KPIs, SLAs, and warranty quality standards.
- Provide actionable insights and strategic recommendations to improve warranty profitability and reduce risk.
- Develop and maintain management information packs and executive dashboards.
Dealer Monitoring & Operational Support
- Monitor warranty operations across all dealers within the assigned group to ensure adherence to manufacturer guidelines.
- Stand in as a Warranty Specialist when needed, actively assessing, processing, and following up on warranty claims and pre-authorizations during peak periods or staff absences.
- Conduct warranty reviews, internal audits, and compliance assessments across the dealer network.
- Identify performance gaps at the dealer level and implement robust corrective action plans.
- Act as the senior point of escalation for complex warranty queries and goodwill assessments.
Operational Improvement & Business Growth
- Identify and execute opportunities to improve warranty processes, efficiency, and service delivery.
- Proactively propose and implement initiatives that enhance operational performance and group profitability.
- Drive dealer engagement and "buy-in" for warranty improvement programmes and new initiatives.
- Build long-term commercial relationships with dealer principals and service managers to support the growth of the warranty business.
- Stay abreast of industry trends to identify new areas for incremental business and operational enhancement.
Coaching & Subject Matter Expertise
- Act as the Subject Matter Expert (SME) for all warranty-related technical information and legal requirements.
- Provide coaching and technical guidance to both the internal team and dealer staff on claim management and diagnosis.
- Publish and communicate updated warranty rules, guidelines, checklists, and manuals.
- Lead workshops to improve group-wide capability and ensure vehicles are repaired in line with compliance procedures.
Key Skills & Competencies
- People Management & Leadership
- Relationship Management (Consultative)
- Advanced Data Analysis & Reporting
- Strategic Planning & Business Improvement
- Stakeholder Management & Influencing
- Conflict Resolution & Problem Solving
- Advanced Microsoft Excel & CRM Software
- Technical Troubleshooting & Parts Knowledge
- Financial Acumen & Commercial Awareness
- Resilience & Adaptability
Preferred experience
Experience Required
- Minimum 5-7 years' experience in automotive warranty operations, aftersales, or service management.
- Proven track record of team management/supervisory experience, preferably with dealer staff or specialists.
- Experience in a consultative or "account management" style role, focusing on business growth and relationship building.
- Significant experience in dealer coaching and conducting warranty audits.
- Proven experience analysing data from multiple sources to inform improvements and make commercial recommendations.
- Extensive experience with complex warranty and goodwill assessment and support.
Knowledge Required
- Expert knowledge of national automotive warranty policies, procedures, and consumer law.
- Deep understanding of dealership operations, especially workshop flow, service, and warranty coding.
- Knowledge of automotive technical parts, diagnosis, and repair processes.
- Comprehensive understanding of SLAs and performance-based contracts.
- Knowledge of sales processes and strategies for driving incremental business within a service environment.
Additional Information
MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.
