WARRANTY SPECIALIST

1. JOB PURPOSE

To manage warranty activities for the products of the brands in accordance with company policies, manufacturer warranty policies and procedures, and applicable legislation. To ensure that authorized service centers effectively manage warranty processes, monitor the accurate and timely resolution of warranty claims, control warranty costs, and support the quality and sustainability of after-sales services by enhancing internal and external customer satisfaction.

2. KEY DUTIES AND RESPONSIBILITIES

• Carry out warranty activities in accordance with Çelik Motor’s operating policies, manufacturers’ warranty policies and procedures, and applicable laws and regulations.
• Operate in line with the warranty department’s budget targets and designated cost-saving measures, implementing the necessary actions to control warranty costs and achieve budget objectives.
• Prioritize internal and external customer satisfaction in all activities and ensure that warranty processes are handled promptly, accurately, transparently and effectively.
• Prepare, implement and monitor training, visit and audit plans for authorized service centers regarding warranty processes.
• Develop action plans to address deficiencies identified in the warranty operations of authorized service centers, coordinate improvement activities with relevant stakeholders and follow up on their implementation.
• Monitor motorcycle industry and market dynamics, customer expectations and manufacturer practices, actively contributing to the development of After-Sales Services (Aftersales) policies, procedures and operational practices.
• Provide authorized service centers with the operational and process-related support they need in the field to manage warranty activities effectively.
• Manage warranty activities with authorized service centers and ensure the flow of information regarding warranty applications, claim requirements, technical assessments and process updates.
• Manage domestic and international correspondence related to warranty activities; contribute to or directly prepare, update and publish the required procedures and work instructions for internal departments and the authorized service network.
• Review warranty approval, assessment and support requests submitted by authorized service centers and resolve them in accordance with manufacturer warranty terms and company procedures, or escalate them to the relevant approval authorities.
• Ensure the effective use of the warranty management system and coordinate with relevant departments to improve existing functionalities and implement new modules when required.
• Monitor the storage, inspection, return or disposal of parts replaced under warranty at authorized service centers in accordance with manufacturer procedures and applicable legislation; coordinate disposal activities with authorized companies and relevant internal departments.
• Review warranty invoices and supporting documentation received from authorized service centers and ensure that approved records are forwarded to the Finance and Accounting Department.
• Manage manufacturer warranty processes, ensure that warranty claims are entered into the relevant manufacturer systems, and follow up on reimbursement and expense recovery claims.
• Monitor updates to manufacturer warranty policies, technical bulletins, warranty procedures and special warranty conditions, communicating relevant changes to internal departments and authorized service centers.
• Analyze recurring failures, parts replacements and unusual warranty claims; coordinate investigations and improvement activities with Technical Service, Spare Parts and the manufacturer when necessary.
• Analyze warranty costs, claim volumes, approval and rejection rates, reimbursement amounts and resolution times; prepare regular reports and share findings with the relevant managers.
• Monitor warranty process performance and contribute to improvement initiatives aimed at increasing operational efficiency, controlling costs and enhancing customer satisfaction.
• Ensure that all records related to warranty activities are maintained accurately, completely, traceably and in an auditable manner.

3. QUALIFICATIONS AND COMPETENCIES

• A bachelor's degree in Business Administration, Mechanical Engineering, Automotive Engineering, Industrial Engineering or a related field is preferred.
• Preferably at least 3 years of experience in the motorcycle, automotive or after-sales services industry.
• Knowledge of warranty processes, authorized service center operations and manufacturer warranty procedures.
• Sufficient technical understanding to evaluate technical fault reports, service records and warranty documentation.
• Good written and spoken English communication skills.
• Proficiency in SAP or similar ERP systems and Microsoft Office applications.
• Experience with warranty management systems and manufacturer portals is preferred.
• Strong analytical thinking, reporting, problem-solving and cost-monitoring skills.
• Good planning, organizational, follow-up and process management skills.
• Effective communication and coordination skills when working with authorized service centers, manufacturers and internal departments.
• The ability to conduct training sessions, field visits, audits and process improvement activities.
• A customer-focused and solution-oriented approach.
• Willingness and ability to travel locally and domestically when required.