Technical & Warranty Support Manager

Job Purpose

The Technical & Warranty Support Manager is a key operational role responsible for overseeing the technical support and warranty functions across all branches, sub-dealer network and brand lines within the organization. This role exists to ensure consistent, efficient, and customer-focused resolution of technical issues and warranty claims, safeguarding the company's reputation for quality and reliability. By establishing standardized warranty policies, technical procedures, and data-driven escalation protocols, the Technical & Warranty Support Manager directly supports customer satisfaction, operational efficiency, and cost control. Operating within a collaborative and accountability-driven environment, this role contributes to the company's long-term strategy of strengthening local market presence, building lasting customer relationships, and continuously improving service quality across all brands and branches.

Key Responsibilities:

Warranty Management

• Develop, implement, and maintain standardized warranty claims and confirm that warranty process is accurate and proper to claims reimbursement of OEM across all brands, company branches, and sub-dealer network, ensuring alignment with manufacturer requirements and local regulations.

• Oversee the end-to-end warranty claims process — from submission and documentation to approval, reimbursement tracking, and closure — always ensuring accuracy and timeliness and brand warranty compliance.

• Monitor warranty claim data to identify trends, anomalies, and cost-saving opportunities; provide regular reports to leadership with actionable insights.

• Liaise with brand principals and suppliers on warranty-related matters, including dispute resolution, policy clarifications, and process improvements.

Technical Support & Escalation

• Establish a centralized technical support function serving all branches, enabling consistent diagnosis, repair guidance, and issue resolution.

• Manage the escalation process for complex technical issues that cannot be resolved at the branch level, coordinating with brand technical teams and suppliers.

• Maintain a technical knowledge base updated regularly with known issues, troubleshooting guides, and repair procedures for all brands carried.

• Diagnose process creation and follow up based on the guidelines of each branch.

• Conduct root cause analysis on recurring technical issues and recommend corrective actions to reduce repeat repairs and improve first-time fix rates.

Quality & Process Compliance

• Conduct regular audits at branch service centers with documentation and filing to ensure compliance with warranty processes, technical standards, and brand requirements.

• Track and report on key quality metrics including warranty claim rejection rates, turnaround times, customer satisfaction scores, and cost per claim.

• Drive continuous improvement initiatives across the technical and warranty functions, leveraging data and feedback from branches, customers, and brand partners.

• Ensure all technical and warranty activities adhere to health, safety, and environmental standards.

Cross-Brand & Branch Coordination

• Serve as the central point of contact between HQ, branches, and top management for all technical and warranty matters.

• Adapt warranty and support processes to accommodate unique requirements of each brand while maintaining overall consistency and efficiency.

• Conduct regular visits to all related branches to provide on-ground support, training, and process guidance to service teams.

• Foster a culture of knowledge-sharing and collaboration across brands and branches, ensuring best practices are disseminated and adopted.

People Development & Team Leadership

• Lead, mentor, and develop a team of technical advisors, warranty and support staff across multiple locations.

• Identify training needs and coordinate technical training programs for branch service teams in collaboration with brand partners.

• Encourage a problem-solving mindset and data-driven approach among team members, promoting accountability and ownership.

• Support career development and skill-building opportunities to retain talent and strengthen the function's capabilities.

Reporting & Data-Driven Decision-Making

• Develop and maintain dashboards and reports tracking warranty costs, claim volumes, resolution times, technical issue trends, and branch performance.

• Present quarterly performance reviews to leadership, highlighting achievements, challenges, and forward-looking recommendations.

• Use data to ensure claims are fully costed as per the repairs carried out, parts replacement, and service processes.

• Support the organization's strategic decisions with accurate technical and warranty data and insights.

• Perform any other duties or tasks related to the job.

Requirements

Education & Qualifications

• Bachelor's degree in Mechanical Engineering, Automotive Engineering, or a related field.

• Professional certifications in warranty management, quality management, or automotive technical service are an advantage.

• Master's degree or MBA is a plus.
  

• Experience
  Minimum of 8–10 years of experience in the automotive industry, with at least 3–5 years in a technical service or warranty management role.

• Proven experience working with multiple vehicle brands and managing cross-branch or multi-location operations.

• Hands-on experience with warranty claims management systems, diagnostic tools, and CRM platforms.

• Demonstrated success in driving process standardization, cost optimization, and quality improvement in a service environment.