Warrant Manager - NKSA

Warranty Manager Mission & Main Objectives To manage day-to-day warranty & goodwill operations in line with Warranty policies & procedures including supporting standards. Apply necessary controls in Warranty & Goodwill cost management. Countries: KSA + other markets Scope: NISSAN + INFINITI

• Receive, analyse & validate (Technical & Commercial) Warranty pre-authorization (WPA) requests submitted by each Dealer.
• Receive, analyse & validate all Claims uploaded by Dealers in Salesforce before submitting in Global Warranty System (GWS).
• Receive & analyse (Technical & Commercial) Goodwill requests submitted by each Dealer & propose for next validation.
• Support Dealers & Manufacturing plant requests on day-to-day Warranty & Goodwill queries & feedback.
• Support Regional customer communication centre for any escalated customer concerns related to warranty and goodwill.
• Track & analyse Dealers claims pattern.
• Analyse start & end of Warranty claims, Cost/VIN, Cost/Claim, cost per repaired unit, high count primary failed part (PFP), etc for all Dealers.
• Carry out Nissan internal Audits as & when required.
• Provide support to external Auditors during 3rd party Warranty & Goodwill Audits.
• Revise Warranty pre-authorization (WPA) list frequently for better claim controls.
• Periodically analyse frequently replaced parts & recommend Field Engineering (FE) / Field Quality Improvement (FQI) teams to conduct duplication activity to study countermeasure.
• Track & analyse goodwill data/cost on continuous basis.
• Recommend Field Quality Assurance (FQA) team for necessity of any warranty extension/campaigns.
• For high warranty and goodwill cost items, identify opportunities for Appropriate Field Repair (AFR) and coordinate to implement.
• Establish necessary controls at Dealers for warranty parts scrapping process through external vendors as per set guidelines.
• Timely preparation of Dealers Warranty/Goodwill purchase orders & Manufacturing plant Invoices for smooth payment cycle.
• Study Dealer warranty reimbursement compared to the claim cost to propose necessary adjustments.
• Establish process for Dealer staffs training on warranty policies and procedures including standards.
• Carry out benchmarking for warranty rates & warranty conditions in KSA market.

• Achieve Nissan KSA Warranty Cost within BP.
• Achieve Nissan KSA Goodwill Cost within BP.
• Supporting activities KPI

Specific technical skills 10 years of experience in warranty & technical activities. Workshop experience is an added advantage. Must have hands-on experience in vehicles & customer support. Trained in Automotive (strong understanding of automotive technology and complete warranty process). Capability to analyse technical issues for warranty and goodwill judgement. Have knowledge on dealership Workshop processes.

• Attention to details
• Collaboration
• Negotiation
• Should be able to work under minimal supervision and apply leadership skills
• Persistence
• Analytical thinking
• Information seeking

Diploma/Degree in Automobile/Mechanical Engineering

Speak, read & write English (must) Arabic (optional)

Saudi Arabia Nissan is more than a car company. We are an innovation company. We take the most innovative thinking in the industry and combine it with performance, value, efficiency, safety and style. The result:
Cars that thrill you every time you get behind the wheel. With over 150 million vehicles produced globally, Nissan continues with the goal to enrich the lives of our employees and customers alike.