Mô tả công việc
Warranty & Parts Specialist
Location: Ho Chi Minh City, Vietnam
Workplace Type: Onsite
About Our Client
Our client is a joint venture dedicated to accelerating Vietnam’s energy transition by investing in an end-to-end electric two‑wheeler (E2W) mobility solution. They aim to deliver a seamless consumer experience powered by an integrated digital ecosystem.
Role Overview
The Warranty & Parts Specialist holds the technical judgement on warranty claims and drives parts sell‑in to the dealer network – the two desk jobs that decide whether the after‑sales business pays its way.
The role adjudicates claims against the evidence and proposes what each point should stock and buy; it never pays a claim, never keys an order and never carries a sales target on warranty parts. Batching and payment sit with the Service Admin and Accounting; approvals above limit sit with the Aftersales Manager. Claim approval, rejection or hold within the tier; point tier recommendation; parts programme and price exception proposals.
The ideal candidate has adjudicated warranty claims at an OEM or distributor, knows a parts business from the numbers (fill rate, dead stock, margin), and can hold a line with a dealer on a rejected claim and on a stock order.
1 – Warranty Claim Adjudication
- Adjudicate claims within the point tier rules: Probation 100 % review, Steady auto‑approval with 10 % post‑audit, Flagged 100 %; approve, reject or hold with reason, within the service level.
- Recommend claims above the threshold to the Aftersales Manager with a technical opinion.
- Give the technical assessment on repeat‑fault cases for the Aftersales Manager and Legal.
2 – Post‑audit, Point Tiers & OEM Disputes
- Run the monthly post‑audit of auto‑approved claims; the Aftersales Manager reviews the sample; propose point tier changes; claw back on failure.
- Own technical disputes with the OEM on rejected claims; prepare the evidence file; track to closure.
- Review retention‑area audit samples brought back by the Field Service & Training Specialist.
3 – Parts Sell‑in & Dealer Stock Proposals
- Review the weekly stock proposal per point against the configuration; push promotion lines and slow stock; follow up sell‑in with the point’s parts counter.
- Prepare out‑of‑promotion price requests with margin impact for the Aftersales Manager’s decision.
- Track parts fill rate, dealer stock health and sales by point; report to the Aftersales Manager.
4 – Parts Programmes & Dead Stock
- Draft parts and service promotions (sell‑in, volume rebate, retail, service package, clearance) for the Aftersales Manager within the envelope.
- Prepare the quarterly dead‑stock list and clearance or write‑off proposals.
- Support the parts price book preparation with margin and competitor data.
5 – Quality Data
- Feed claim‑by‑part, rejection‑by‑reason and comeback data into the monthly quality pack with the Vehicle Engineers.
- Flag parts with abnormal claim rates for the parts‑master and configuration review.
6 – System Discipline
- Keep claim decisions, reasons and evidence complete in the DMS so that batching and reconciliation need no rework.
- Propose claim‑engine rule changes (pre‑checks, thresholds) to the Aftersales Manager.
Qualification
- 5–8 years in after‑sales for a two‑wheeler, automotive or EV brand, including warranty claim adjudication at an OEM or distributor.
- Parts business experience: dealer stock proposals, fill rate, dead stock, parts promotions or price books.
- Technical background sufficient to judge evidence, fault codes and repair methods; EV or high‑voltage exposure preferred.
- Comfortable with a dealer management or warranty system and strong Excel.
- Able to write a clear claim decision and a dispute file; working English for OEM platforms.
- Firm and fair with dealers on rejections and on stock orders.
Personal Attributes
- Evidence‑based and consistent.
- Commercially minded on parts.
- Firm on a rejection, fair in the reason.
- Accurate in records.
- Works to deadlines without being chased.