Position Overview
We are a leading automotive brand committed to delivering high-quality vehicles and exceptional customer service to the Spanish market. We are seeking an experienced After-Sales Warranty Manager to oversee and optimize the company's warranty management system in Spain. As a key responsible person for warranty policy implementation, you will ensure all warranty processes comply with brand standards, Spanish and EU regulations. Through effective problem-solving and data analysis, you will drive customer satisfaction and optimize operational costs.
Key Responsibilities
1. Warranty Process Management and Optimization
Manage and optimize after-sales warranty processes in the Spanish market, ensuring compliance with Geely brand standards and relevant Spanish and EU laws and regulations.
Supervise the execution of warranty policies to ensure all repair service centers strictly follow company warranty standards and procedures.
Regularly evaluate and optimize the warranty management system to improve processing efficiency and customer experience.
2. Customer Complaint and Warranty Claim Handling
Oversee the processing of customer warranty claims and complaints to ensure prompt responses and efficient solutions.
Establish and maintain a customer issue escalation mechanism to ensure complex warranty problems are properly resolved.
Analyze customer feedback to identify service shortcomings and drive continuous improvement.
3. Data Analysis and Quality Improvement
Regularly analyze warranty data to identify potential quality issues and trends, and provide product improvement recommendations.
Monitor key indicators such as warranty costs, failure rates, and repair cycle times, and report regularly to management.
Based on data analysis, propose cost control and process optimization suggestions to enhance warranty operation efficiency.
4. Cross-Departmental Coordination and Collaboration
Work closely with after-sales service, quality control, product engineering, and repair network departments to ensure accurate implementation of warranty policies.
Coordinate repair service center resources to ensure efficient delivery of warranty services.
Participate in warranty policy development and training preparations before new product launches.
5. Team Management and Regulatory Compliance
Manage the warranty processing team to ensure members possess professional warranty handling capabilities and customer service awareness.
Continuously track the latest regulatory changes in Spain and the EU regarding consumer rights, product quality guarantees, and after-sales services to ensure company compliance.
Represent the company in handling legal consultations and dispute resolution related to warranty matters.
Qualifications
1. Experience and Education
Bachelor’s degree or higher in Engineering, Quality Management, Automotive Technology, or a related field.
Minimum 5 years of experience in automotive after-sales service or warranty management, with preference given to candidates with OEM or authorized repair network experience.
Familiarity with Spanish and EU automotive after-sales service laws, regulations, and industry standards.
2. Professional Competencies
Excellent data analysis skills, able to identify trends and issues from warranty data and propose improvement plans.
Strong customer service and problem-solving abilities, capable of efficiently handling customer complaints and complex warranty cases.
Team management and cross-departmental collaboration skills, able to drive multi-party cooperation to achieve common goals.
Familiarity with automotive warranty management systems and related IT tools.
3. Core Attributes
High sense of responsibility and compliance awareness, able to ensure company compliance in complex regulatory environments.
Excellent communication and coordination skills, able to establish good working relationships with internal and external teams and customers.
Results-driven, able to maintain high efficiency in high-pressure environments.
Continuous improvement mindset and innovative thinking.
4. Language Requirements
Fluent in both Spanish and English, with strong written and verbal communication skills for effective collaboration with headquarters and local teams.
Capable of handling English technical documents and regulatory materials.
Note: This position requires completion of other related tasks as assigned by the company based on business needs.