Warranty Manager

Warranty Manager

KEY RESPONSIBILITIES:

Customer Service Management (Primary Responsibility)

· Plan, organise and oversee the delivery of customer service operations across all Vanari Caravans locations in New Zealand.

· Develop, implement and continuously improve customer service policies, procedures and service standards to ensure a consistent customer experience.

· Manage customer service workflows, ensuring enquiries, complaints, warranty matters and service requests are resolved efficiently and within agreed service levels.

· Monitor customer satisfaction, identify service trends and implement initiatives to improve customer retention and overall customer experience.

· Lead the resolution of complex customer complaints, negotiate appropriate outcomes and ensure customer issues are resolved professionally and promptly.

· Establish, monitor and report on customer service Key Performance Indicators (KPIs), including response times, complaint resolution, customer satisfaction and service quality.

· Work closely with Branch Managers, Workshop Managers and Directors to ensure customer expectations are consistently achieved across the business.

· Recommend and implement continuous improvements to customer service systems, processes and communication channels.

Customer Service Team Leadership

· Coordinate and provide guidance to customer service and aftersales staff to ensure consistent service delivery.

· Allocate customer enquiries and service requests to appropriate team members and monitor completion.

· Support the induction, coaching and ongoing development of customer service staff.

· Promote a customer-focused culture by providing leadership, feedback and performance support.

Warranty & Aftersales Service Coordination

· Oversee the administration of warranty claims in accordance with manufacturer policies and company procedures.

· Coordinate warranty appointments, repair schedules and aftersales activities to ensure timely completion.

· Liaise with customers, workshop personnel, suppliers and manufacturers regarding warranty approvals, repairs and service updates.

· Monitor outstanding warranty cases and ensure prompt follow-up and resolution.

Customer Relationship Management

· Maintain strong relationships with customers, manufacturers, suppliers and service providers.

· Ensure customer records, service histories and warranty documentation are maintained accurately within CRM systems.

· Analyse customer feedback and identify opportunities to improve products and service delivery.

Reporting & Performance Management

· Prepare reports on customer service performance, complaint trends, warranty outcomes and customer satisfaction.

· Analyse operational data and recommend improvements to customer service efficiency and effectiveness.

· Monitor departmental performance against business objectives and KPIs.

Operational Support

· Coordinate communication between customer service, workshop, sales and management teams.

· Assist with implementing new customer service initiatives and operational improvements.

· Ensure compliance with company policies, manufacturer requirements and relevant legislation.

What we offer:

• Competitive remuneration based on skills and experience.
• A supportive and friendly team environment.
• Opportunities for professional growth and career development.
• Stable, full-time employment with a growing New Zealand business.

What we are looking for:

• NZQF Diploma or higher qualification OR a minimum of 2 years' relevant work experience 
• Strong customer service and problem-solving skills.
• Excellent written and verbal communication abilities.
• Strong organisational skills with the ability to manage multiple tasks and meet deadlines.
• High level of attention to detail and accuracy.
• Ability to work independently and collaboratively within a team.
• A positive attitude with a commitment to delivering outstanding customer service.