Agency Coordinator (Automotive)

Job Description

Roles & ResponsibilitiesRole OverviewThe Warranty Recovery Coordinator maximizes warranty and goodwill recoveries across the fleet by identifying eligible claims, managing submissions through dealer networks, and resolving coverage and repair disputes. The role combines strong technical knowledge of vehicle systems, including hybrid and plug-in hybrid, with negotiation and relationship management across multiple dealer and manufacturer networks to ensure recoveries are fully captured and repair costs minimized.Key ResponsibilitiesWarranty Identification & Claims ManagementReview vehicle repair and diagnostic reports to determine whether a part failure is covered under warranty or attributable to normal wear and tearIdentify missed warranty opportunities on past and current repairs and pursue recovery where eligibleCompile technical evidence and supporting documentation (diagnostic reports, service history, photos, technician notes) to support warranty submissionsTrack claims from submission through resolution, ensuring deadlines and dealer/manufacturer requirements are metDealer & Manufacturer LiaisonMaintain strong working relationships with dealership Service Advisors, Service Supervisors, Warranty Administrators, and Service Managers across multiple dealer networksLiaise with manufacturer warranty teams on complex or escalated claimsBuild and maintain credibility with dealer networks to support faster claim turnaround and favorable outcomesNegotiation & Dispute ResolutionNegotiate goodwill contributions and cost-sharing arrangements with manufacturers and dealers on out-of-warranty or borderline casesProfessionally challenge warranty rejections and pursue appropriate escalation channels when claims are declined unfairlyResolve disputes relating to warranty coverage, repair responsibility, and repair scope between the fleet, dealers, and manufacturersReporting & Financial OversightTrack and report on warranty claims, approval ratios, recovery amounts, rejected claims, and dealer performance metricsAssess and communicate the financial impact of warranty recoveries on fleet maintenance and operating costsProvide regular recovery performance updates to fleet managementCross-Functional CommunicationCommunicate clearly and effectively with technicians, service advisors, dealer management, and internal fleet teams throughout the claims lifecycleCoordinate with internal fleet and workshop teams to ensure repair documentation supports warranty eligibility from the outsetDesired Candidate ProfileSkills & Qualifications5?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 CoordinatorDeep understanding of mechanical, electrical, and diagnostic repairsKnowledge of modern vehicle systems, including hybrid and plug-in hybrid vehiclesFamiliarity with local dealer service processes, warranty procedures, and escalation channelsStrong negotiation skills, with proven ability to secure goodwill and cost-sharing outcomesExcellent communication and relationship-building skills across technical and commercial stakeholdersAnalytical mindset with the ability to interpret repair data and financial impactProficiency in claims tracking and reporting tools (e.g., Excel or fleet management systems).

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