Regional Warranty Administrator

Reports To: Regional Service Manager

Primary Location: Barbados

Markets Supported: All Distributor Markets

Job Purpose

The Regional Warranty Lead is responsible for managing warranty administration, recall and campaign activities, warranty compliance, and warranty support functions for all represented vehicle brands across all distributor markets. The position will support all distributor markets across the region. The role ensures warranty claims are accurately prepared, submitted, monitored, and recovered in accordance with each manufacturer's policies, procedures, and timelines. The Regional Warranty Lead will work closely with dealer service teams, internal departments, and manufacturer representatives to improve warranty performance, reduce claim rejections, maintain compliance, and ensure effective management of warranty-related activities.

Key Responsibilities

Warranty Administration

• Review, validate, and process warranty claims submitted by dealer networks for all represented vehicle brands.
• Ensure warranty claims are submitted accurately and comply with manufacturer requirements, including:
• Correct repair operations
• Labour operation codes
• Parts information
• Failure codes
• Supporting documentation
• Required photographs and videos
• Diagnostic information where applicable
• Submit warranty claims through the appropriate manufacturer warranty systems within required timelines.
• Monitor warranty claims from submission through approval and payment.
• Review rejected, returned, or queried claims and work with dealer teams to ensure corrections are completed and claims are resubmitted within manufacturer timelines.
• Maintain accurate warranty claim records and supporting documentation.
• Monitor warranty recovery and assist with investigating payment discrepancies.

Warranty Compliance & Audit Support

• Ensure dealer warranty submissions comply with the warranty policies and procedures of each represented vehicle brand.
• Conduct regular reviews of warranty submissions to identify compliance issues and opportunities for improvement.
• Support warranty audits by ensuring required documentation is available and properly maintained.
• Ensure repair orders contain all required information, including:
• Customer complaint, cause, and correction (3Cs)
• Vehicle identification number (VIN)
• Mileage verification
• Technician findings
• Repair details
• Diagnostic reports
• Photos and videos supporting the failure
• Manufacturer-required approvals and documentation
• Work with service teams to improve warranty submission quality and reduce claim rejection rates.

Warranty Storage Area Management

• Maintain and manage the warranty storage area to ensure compliance with manufacturer requirements.
• Ensure all warranty parts are properly identified, labelled, stored, and retained in accordance with the guidelines established by each represented vehicle brand.
• Maintain an organized warranty parts storage system that allows for easy identification and retrieval of retained warranty components.
• Ensure warranty parts are stored safely and in a manner that supports manufacturer audits and inspection requirements.
• Monitor warranty part retention periods and ensure parts are disposed of only after the required manufacturer retention period has been completed.
• Maintain proper documentation and records for warranty parts storage and disposal.
• Conduct regular reviews of the warranty storage area and implement corrective actions where required.
• Work with Parts and Service departments to ensure warranty parts handling processes meet manufacturer standards.

Recall & Campaign Management

• Monitor and track the completion of all safety recalls, service campaigns, and product improvement campaigns for all represented vehicle brands.
• Maintain accurate records of outstanding and completed recalls and campaigns by market and dealer.
• Work with dealer service teams to ensure recall and campaign completion targets are achieved.
• Prepare regular recall and campaign completion reports for the Regional Service Manager.
• Escalate overdue campaigns and support the development of action plans to improve completion rates.
• Coordinate with Parts, Logistics, and Service departments to ensure required parts and resources are available.
• Ensure all recall and campaign warranty claims are submitted correctly and within manufacturer timelines.

Warranty & Recall Information Management

• Maintain all warranty, recall, and campaign materials for all represented vehicle brands in an accurate and up-to-date manner.
• Ensure current manufacturer warranty policies, procedures, technical bulletins, campaign instructions, and warranty communications are available to relevant dealer personnel.
• Maintain organized records of warranty manuals, warranty guidelines, recall documentation, service campaign information, and manufacturer updates.
• Communicate changes to warranty requirements, submission procedures, and campaign instructions to dealer networks.
• Ensure outdated documentation is removed and replaced with the latest manufacturer-approved information.
• Support dealer compliance by ensuring access to current warranty and recall resources.

Dealer Support & Training

• Provide warranty support and guidance to dealer warranty administrators and service teams.
• Assist dealers with warranty claim questions, documentation requirements, and manufacturer processes.
• Train dealer personnel on warranty submission requirements and best practices.
• Develop warranty checklists, procedures, and process improvements.
• Support dealer teams in improving warranty submission accuracy and efficiency.
• Conduct warranty performance reviews with dealer personnel where required.

Manufacturer Liaison

• Act as a key contact between the distributor and manufacturer warranty departments for all represented vehicle brands.
• Manage warranty-related communication and follow up on outstanding warranty matters.
• Support technical and warranty case escalation with manufacturers.
• Monitor manufacturer warranty updates, policy changes, technical bulletins, recalls, and campaigns.
• Communicate manufacturer requirements and updates to dealer networks.

Warranty Performance Monitoring & Reporting

• Monitor warranty performance indicators across all supported markets, including:
• Warranty approval rates
• Warranty rejection rates
• Claim submission timelines
• Outstanding claims
• Warranty recovery
• Recall and campaign completion rates
• Prepare monthly warranty performance reports for the Regional Service Manager.
• Identify trends, recurring failures, and areas requiring improvement.
• Support corrective action plans to improve warranty performance.

Systems & Tools

The Regional Warranty Lead should be proficient in

• Manufacturer warranty systems and portals (including IDMS)
• Dealer Management Systems (DMS)
• Microsoft Office Suite
• Microsoft Excel and reporting tools

Qualifications & Experience

• Diploma or Degree in Automotive Technology, Business Administration, or related field preferred.
• Minimum three years' experience in automotive warranty administration, service operations, or aftersales support.
• Experience working with automotive manufacturers, distributors, or dealer networks preferred.
• Experience supporting multiple markets or locations is an advantage.

Knowledge & Skills

• Strong understanding of automotive warranty processes and dealer operations.
• Knowledge of manufacturer warranty requirements and processes.
• Understanding of automotive repair processes and technical documentation.
• Strong attention to detail and accuracy.
• Excellent organizational and time-management skills.
• Strong communication and problem-solving abilities.
• Ability to manage multiple priorities across different markets.
• Ability to work independently while supporting regional objectives.

Key Performance Indicators (KPIs)

• Warranty claims submitted within manufacturer timelines.
• Improved warranty approval rates.
• Reduction in warranty claim rejections.
• Achievement of warranty recovery targets.
• Completion of monthly warranty reporting.
• Successful completion of warranty audits.
• Dealer compliance with manufacturer warranty requirements.
• Recall and campaign completion targets achieved.
• Warranty storage area maintained in full compliance with manufacturer guidelines.
• Warranty documentation and materials maintained and updated.

Additional Responsibilities

• Perform any other duties, projects, or assignments as required by the Regional Service Manager.
• Provide support on additional aftersales initiatives, operational projects, reporting requirements, and process improvement activities as assigned.
• Assist other departments or teams when required to support the overall objectives of the distributor and dealer network.
• Maintain flexibility and adaptability to changing business requirements while ensuring core warranty, recall, campaign, and compliance responsibilities are effectively managed.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.