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.

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.