Warranty Specialist

Chery is a leading Chinese automotive company with a diverse portfolio that includes the R&D, production, and sales of passenger cars, commercial vehicles, mini cars, specialty vehicles, and powertrain systems. With over 8.75 million vehicles sold globally, Chery serves customers in more than 80 countries and regions worldwide.

Omoda & Jaecoo is an innovative new brand under the Chery Group, operating independently from other Chery brands. It focuses on cutting-edge design and technology in the production and sales of passenger vehicles.

About the role

The Warranty Specialist will be responsible for managing and developing warranty operations for Omoda | Jaecoo Brasil, ensuring alignment with Headquarter (HQ) standards and supporting the dealer network in all warranty-related activities. This position acts as the key interface between HQ and Brazil regarding warranty processes, policies, technical campaigns, recalls, and claim management. The professional will be responsible for implementing warranty standards across the dealer network, ensuring process compliance, improving operational efficiency, and supporting customer satisfaction objectives.

The role requires strong analytical skills, organization, communication, and the ability to work closely with dealers, technical teams, HQ, and internal departments.

Key Responsibilities

Warranty Operations & Claims Management

• Analyze and validate warranty claims submitted by the dealer network.
• Ensure claims comply with HQ warranty policies and technical requirements.
• Submit warranty claims and supporting documentation to HQ systems.
• Monitor claim approval, rejection, and payment status.
• Manage warranty payment processes to dealerships.
• Support dealers in correcting claim submission errors and improving claim quality.
• Monitor warranty KPIs such as claim approval rate, rejection rate, claim aging, and warranty costs.

Warranty Policies & Process Implementation

• Develop, implement, and continuously improve warranty policies and procedures for the Brazilian market.
• Adapt HQ warranty standards and processes to local operations.
• Ensure dealer network compliance with warranty policies, documentation standards, and operational requirements.
• Create and maintain warranty manuals, procedures, work instructions, and operational standards.
• Support continuous improvement initiatives related to warranty operations.

Technical Campaigns & Recall Management

• Coordinate implementation of technical campaigns and field actions across the dealer network.
• Monitor campaign execution performance and completion indicators.
• Lead recall implementation and follow-up activities when applicable.
• Track campaign progress, vehicle completion rates, and dealer execution quality.
• Ensure all recalls and campaigns are performed according to HQ and legal requirements.

Dealer Support & Communication

• Act as the primary support contact for dealerships regarding warranty processes and policies.
• Clarify warranty procedures, claim requirements, and system usage.
• Prepare and distribute warranty bulletins, technical communications, procedures, and operational updates.
• Support dealers in resolving warranty-related operational issues.
• Maintain strong communication and relationship with dealer aftersales teams.

Documentation & Technical Literature Management

• Organize and maintain warranty-related documentation and technical literature, including:
• Warranty policies
• Warranty manuals
• Procedures
• Technical bulletins
• Campaign bulletins
• Recall documentation
• Dealer communications
• Ensure all documentation is updated, standardized, and accessible to the dealer network.

Training & Network Development

• Organize and support warranty training sessions for dealership personnel.
• Develop training materials related to warranty processes and claim standards.
• Promote dealer capability development and process standardization.
• Support onboarding of new dealers regarding warranty operations.

HQ Interface & Compliance

• Act as the operational interface between OJBR and HQ for warranty-related topics.
• Ensure implementation of HQ warranty standards and directives.
• Participate in meetings and alignment activities with HQ teams.
• Provide reports, feedback, and operational insights to HQ.
• Support audits and compliance activities related to warranty operations.

Requirements

• Bachelor’s degree in Engineering, Business Administration, Automotive Technology, or related fields.
• Experience in automotive aftersales and warranty operations.
• Experience working with dealer networks and warranty systems.
• Knowledge of automotive technical processes and claim analysis.
• Previous experience with OEM warranty processes is highly desirable.
• Knowledge of automotive warranty processes and claim management.
• Experience with DMS/IDMS or similar warranty systems.
• Advanced Excel and reporting skills.
• Ability to manage technical documentation and operational procedures.
• Understanding of technical campaigns and recall processes.

Languages

• English: Advanced (mandatory for communication with HQ), mandarin is a plus

Experience with KPIs

• Warranty claim approval rate
• Claim processing lead time
• Warranty claim rejection reduction
• Dealer compliance with warranty standards
• Technical campaign completion rate
• Recall completion performance
• Dealer satisfaction related to warranty support
• Warranty cost control and reporting accuracy

Additional Information

• Frequent interaction with dealerships and HQ teams.
• Occasional travel for dealer visits, audits, and training activities.

Location and work-model:

100% on-site (Rochaverá building - near Shopping Morumbi).