The Warranty Manager is responsible for overseeing all warranty operations across the Zeekr dealer network, ensuring compliance with company policies, accurate claim processing, cost control, and continuous improvement of warranty performance. The role works closely with dealers, technical teams, customer care, and headquarters to support high-quality aftersales operations and customer satisfaction.
Key Responsibilities
- Manage the end-to-end warranty claim process across the dealer network.
- Review, assess, and approve warranty claims in accordance with Zeekr warranty policies and procedures.
- Monitor warranty claim accuracy, trends, and cost performance to minimise unnecessary warranty expenses.
- Conduct warranty audits and dealer compliance reviews to ensure proper repair documentation and claim submission standards.
- Support dealers with warranty enquiries, claim escalations, and process guidance.
- Work closely with the technical team on complex cases, product quality concerns, and root cause investigations.
- Analyse warranty data and prepare regular reports on claim trends, product issues, and dealer performance.
- Coordinate with headquarters regarding warranty policy updates, technical campaigns, recalls, and goodwill approvals.
- Develop and implement warranty operation processes, guidelines, and training materials for dealers.
- Support product quality improvement initiatives through warranty feedback analysis.
- Ensure timely processing and resolution of dealer warranty submissions.
- Assist with customer escalations related to warranty coverage and repair decisions when required.
Qualifications & Experience
- Minimum 5 years of experience in automotive warranty operations or aftersales management.
- OEM automotive experience preferred, ideally within EV or premium automotive brands.
- Strong understanding of automotive warranty systems, technical processes, and dealer operations.
- Experience in warranty auditing, claim analysis, and policy implementation.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficient in Microsoft Office and warranty management systems.
Preferred Attributes
- Experience in electric vehicle aftersales operations.
- Knowledge of Australian consumer and warranty regulations.
- Strong attention to detail and process-driven mindset.
- Ability to work collaboratively across technical, customer care, and dealer operations teams.
- Bilingual communication skills are advantageous.
