Objective of job
Adhering BMBS & CS strategy, operational excellence is one of the most important focus areas of warranty management. Mainly indicated in the following aspects:

? Understandable and transparent warranty policy & process based on regulation in China and company requirements
? Standardization and rationality of daily warranty business process at wholesale and retail level
? Simplified and effective internal /external processes to continuously improve work efficiency
? Closely monitor product quality issues in the market, especially new issues identification. Working together with the technical department and FBAC to build a quality issue feedback circle to speed up product quality improvement.
? Quickly respond to dealer’s enquiries, provide effective solution via working mechanism in cross functions to support dealers in warranty service to end customers.

Task description
1. Comprehensive claim assessment on daily basis
Warranty claims handling in DCS system to ensure warranty budget is under control
? Review & approve labor or material cost are in line with warranty policy & requirements.
? Review & confirm warranty information correction submitted by dealers.
? Cutting down overlapping and improper warranty applications
2. Daily dealer communication
Answer dealers inquires via phone, e-Mail, or communication system on warranty processing.
? Explanation of warranty rejection
? Recall KPI T1 exemption applications handling
? WAS access right approval
? Others warranty related issues
3. Regular or temporary Reporting
Making warranty reports to closely monitor key business indicators regularly or occasionally.
? Monthly reports to Managements & stakeholders
? KPI reports to dealer groups
? Top N warranty damages reports to FBAC AS for product improvement
? Recall completion rate & missing list to dealers & regions.
? Customer Voice Summary of CRM & CSI reports with lower score list to FBAC or related teams
? Dealer business performance reports on a month basis
? Other temporary reports
4. Audit Plan making & monitoring
? Making warranty audit plan based on WEM report quarterly
? Record and monitor the status of audit plan implementation
5. Warranty Data Statistic & Deep Dive for business development
? Warranty budget spending tracking & forecast
? Damage trend statistic for common issues
? Other temporary analysis demand
6. Dealer business capabilities improvement
? Organize regular online communication meetings with dealers to share the latest warranty & CRM policies
? Support the arrangement of offline workshops
7. Other ad-hoc tasks

Special remark for hiring
This is a limited term position with 2 years fixed employment contract.

Education
? Bachelor’s degree in automotive engineering or engineering with relevant majors

Experience
? At least 3 years working experience in automotive industry with engineering experience.
? Excellent analytical, research, presentation, and communication skills.
? Computer literate with Microsoft Excel, Word, Access, E-mail, and Web.
? Fluent in oral and written English.

Specific Knowledge
? In-depth familiarity with Mercedes-Benz Van Warranty procedures, regulations, and products.
? Comprehensive Knowledge of processes and procedures; accessories, service, and parts.
? Analytical Skills: Ability to collect data and establish facts and identify trends and variances.
? Familiarity with MB Engineering Technology and Warranty Systems advantageous.

Special remark for hiring
This is a limited term position with 2 years fixed employment contract.