Warranty Support Coordinator in Surrey

The Warranty Support Coordinator is responsible for managing, validating, and processing warranty claims in line with supplier terms, manufacturer policies, and internal business procedures. The role ensures accurate warranty decision-making, strong supplier and customer communication, and effective recovery of warranty-related costs. You will also support the Warranty Manager across internal and external warranty activities to reduce business exposure and ensure maximum customer vehicle availability and uptime. The role reports into the Technical and Warranty Support function and works closely with service centres, suppliers, engineering, and Finance to maintain compliance, efficiency, and customer satisfaction.

Benefits

• Holiday - 192 hours plus Bank Holidays
• Pension - 4% employer contribution and 5% employee contribution
• Free onsite parking
• 3% GLA

ACCOUNTABILITIES & ACTIVITIES

• To assess each customer issue against the applicable supplier warranty terms and conditions, confirming whether the failure is still covered under warranty. This includes reviewing the components warranty period, exclusions, maintenance requirements, and supplier obligations before determining the correct warranty classification.
• With a strong technical knowledge, apply the manufacturers warranty processes, policies and procedures to ensure accurate warranty processing.
• Ensure that invoices and warranty claims are processed accurately and in line with business direction.
• To review and discuss any claims identified as invalid under the suppliers warranty terms, providing clear, evidence-based justification for any rejections. All communications must be handled professionally to maintain transparency and preserve strong customer relationships throughout the warranty decision-making process.
• To maintain accurate and complete records of all warranty claims, including their status, supporting documentation, decisions, and correspondence, ensuring proper documentation control and secure storage for audit, compliance, and future reference.
• To obtain, validate, and critically review all information relevant to a warranty claim including job cards, vehicle history, engineer reports, and any other necessary sources ensuring the accuracy, completeness, and reliability of data used for warranty decision-making.
• To support Credit Control & Finance in resolving customer non-payment of invoices or disputed warranty claims, providing accurate information, clarification, and case details as required to facilitate timely and effective resolution.
• To assist with follow up of parts only or vehicle warranty parts defect claims with suppliers to recover costs back into the business.
• To liaise with Finance to check outstanding credits from Suppliers relating to successful Parts claims.
• Assist with locating and returning of displaced parts from Service Centres (Rotherham & Thurrock) to Suppliers in a prompt and efficient manner to recover costs.
• This list is not exhaustive, the role may require other reasonable duties from time to time in line with needs of the business.

ESSENTIAL/DESIRABLE REQUIREMENTS INCLUDING REQUIRED QUALIFICATIONS

Essential Requirements:

• Proven experience of strong SAP capability
• Experience of dealing with customers over the phone and via email.
• Knowledge of the Aftermarket function and in particular warranty processes (Automotive experience EV & Diesel)
• A well-organised individual who can work under pressure.
• The ability to work as part of a team or occasionally on their own.
• An ability to communicate clearly and concisely with all members of the Switch team.
• The ability to discuss and negotiate agreeable solutions to customer problems.
• Organisation skills
• Confident with all Microsoft Office applications including Excel
• Excellent attention to detail.

Desirable Requirements:

• Technical knowledge of commercial motor vehicles.
• Experience within the Aftermarket and Service Centre environment
• Excellent spelling and grammar alongside experience of using a PC.

DESIRABLE BEHAVIOURS

• Ability to be flexible and adapt to customer and operational needs and changes.
• Must have a confident & positive attitude to resolve customer issues.
• Must have motivation and drive to ensure tasks are completed within the required timescales and to the expected standards.