Agency Coordinator

Job Description

REQUIREMENTS

• 5–10 years of automotive aftersales experience across multi-brand environments, in a role such as Senior Service Advisor, Service Supervisor, Warranty Administrator, Workshop Controller, or Agency Coordinator
• Deep understanding of mechanical, electrical, and diagnostic repairs
• Knowledge of modern vehicle systems, including hybrid and plug-in hybrid vehicles
• Familiarity with local dealer service processes, warranty procedures, and escalation channels
• Strong negotiation skills, with proven ability to secure goodwill and cost-sharing outcomes
• Excellent communication and relationship-building skills across technical and commercial stakeholders
• Analytical mindset with the ability to interpret repair data and financial impact
• Proficiency in claims tracking and reporting tools (e.g., Excel or fleet management systems)

RESPONSIBILITES

Warranty Identification & Claims Management

• Review vehicle repair and diagnostic reports to determine whether a part failure is covered under warranty or attributable to normal wear and tear
• Identify missed warranty opportunities on past and current repairs and pursue recovery where eligible
• Compile technical evidence and supporting documentation (diagnostic reports, service history, photos, technician notes) to support warranty submissions
• Track claims from submission through resolution, ensuring deadlines and dealer/manufacturer requirements are met

Dealer & Manufacturer Liaison

• Maintain strong working relationships with dealership Service Advisors, Service Supervisors, Warranty Administrators, and Service Managers across multiple dealer networks
• Liaise with manufacturer warranty teams on complex or escalated claims
• Build and maintain credibility with dealer networks to support faster claim turnaround and favorable outcomes

Negotiation & Dispute Resolution

• Negotiate goodwill contributions and cost-sharing arrangements with manufacturers and dealers on out-of-warranty or borderline cases
• Professionally challenge warranty rejections and pursue appropriate escalation channels when claims are declined unfairly
• Resolve disputes relating to warranty coverage, repair responsibility, and repair scope between the fleet, dealers, and manufacturers

Reporting & Financial Oversight

• Track and report on warranty claims, approval ratios, recovery amounts, rejected claims, and dealer performance metrics
• Assess and communicate the financial impact of warranty recoveries on fleet maintenance and operating costs
• Provide regular recovery performance updates to fleet management

Cross-Functional Communication

• Communicate clearly and effectively with technicians, service advisors, dealer management, and internal fleet teams throughout the claims lifecycle
• Coordinate with internal fleet and workshop teams to ensure repair documentation supports warranty eligibility from the outset

Are you interested in this position?

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