The Role
The Warranty & Contracts Administrator is responsible for managing warranty and service contract activities across the Harris dealer network, which includes commercial brands such as Maxus, Isuzu and Higer. This role ensures timely and accurate processing of claims, supports dealers with warranty-related queries, conducts compliance reviews and audits, and contributes to the continuous improvement of warranty and contract operations. The successful candidate will work closely with internal teams, manufacturers, suppliers, and dealer partners to uphold high standards of customer service, product support, and operational efficiency.
Key Responsibilities
Warranty Claims Handling
* Process, validate, and authorise warranty and contract claims in line with Harris Group and manufacturer policies.
* Assess supporting documentation, technical reports, and labour operations to ensure accuracy and compliance.
* Monitor claim turnaround times and proactively resolve discrepancies or incomplete submissions.
* Liaise with technical teams where additional information or fault analysis is required.
Assessment & Documentation
* Review claim narratives, diagnostic information, parts usage, and repair justifications.
* Ensure consistent application of warranty terms, labour times, rates, and campaign requirements.
* Maintain accurate digital records and ensure documentation meets audit standards.
Dealer Support & Queries
* Act as the first point of contact for dealer warranty and contract queries.
* Provide guidance on process requirements, policy interpretation, system usage, and claim improvement.
* Support dealers in improving first-time-right claim submissions.
Dealer Audits & Compliance
* Conduct routine warranty compliance audits across the dealer network.
* Prepare audit reports, identify irregularities, and recommend corrective actions.
* Provide feedback and training to dealers to ensure adherence to warranty guidelines.
Warranty & Contract Operations
* Support the administration of extended warranties, service contracts, goodwill requests, and campaign activities.
* Assist in developing and updating warranty guidelines, training materials, and process documentation.
* Collaborate with parts, technical, commercial, and customer service teams to improve workflows.
* Generate reports on claims performance, cost trends, and dealer compliance.
Required Skills & Experience
* Previous experience in warranty administration, automotive aftersales, claims processing, or a related field (preferably within commercial vehicles or automotive industry).
* Strong technical understanding of vehicle systems (advantageous but not essential).
* Excellent attention to detail and accuracy in documentation and data entry.
* Strong analytical and problem-solving skills.
* Ability to interpret policies, terms, and technical information.
* Proficiency with warranty management systems, DMS platforms, and MS Office (Excel in particular).
* Strong written and verbal communication skills.
* Ability to work independently while collaborating effectively within a team.
Personal Attributes
* High level of integrity and commitment to compliance.
* Customer-focused approach with a professional and supportive attitude.
* Proactive, organised, and capable of managing competing deadlines.
* Continuous improvement mindset with willingness to develop knowledge and skills.
Education & Qualifications
* Relevant administrative or mechanical/technical qualification preferred.
* Automotive or commercial vehicle industry experience is an advantage.
* Training in warranty systems or OEM warranty programmes is desirable.
Job Type: Full-time
Work Location: In person