About BYD 

BYD is a high-tech company devoted to technological innovations for a better life. BYD is dedicated to providing zero-emission energy solutions.

As a leading battery-electric zero-emission vehicle (ZEV) manufacturer, BYD has created a broad range of battery-electric, hybrid-electric, and internal combustion (IC) passenger vehicles. Developing electric vehicles that are intelligent and connected, BYD is inaugurating a new age of automotive innovation featuring a sleek design and an innovative user experience.

About the Role
We are seeking a Warranty Specialist to join our Aftersales team. Based in BYD’s Melbourne office, you will report to the Warranty Manager (Australia) and work closely with the Aftersales team across the Asia-Pacific (APAS) region. In this role, you will manage vehicle warranty claims and support our dealer network to ensure efficient, customer-focused aftersales service. Success in this position requires a blend of strong technical automotive knowledge and exceptional customer service skills.

Key Responsibilities

• Warranty Claim Adjudication: Review and adjudicate warranty claims from dealerships, ensuring each claim meets BYD’s warranty policies and industry standards. Approve valid claims and provide clear reasons for any claim denials or adjustments.
• Pre-Approval of Repairs: Evaluate and authorize Prior Approval Requests (pre-work authorisations) for significant repairs or replacements before work is conducted. Confirm that proposed work is necessary and eligible under warranty guidelines, preventing unwarranted costs.
• Dealer Support: Serve as a primary contact for our dealer network on warranty matters. Provide guidance on correct claim submission procedures and documentation. Assist dealer service managers and warranty administrators in troubleshooting issues, with a focus on quick resolution to minimise vehicle downtime and ensure excellent customer service.
• Trend Monitoring & Reporting: Monitor vehicle performance and failure trends by analysing warranty data. Identify recurring issues or emerging defects (e.g., a particular component with higher failure rates) and flag these to the technical and quality teams. Prepare reports on warranty metrics and findings, helping to drive product improvements and proactive aftersales strategies.
• Recall & Campaign Coordination: Support any recall campaigns or service bulletins from a warranty perspective. Ensure recall-related repairs are properly processed under warranty, and coordinate communications to dealers regarding warranty coverage and procedures during these campaigns. Track campaign progress to ensure customers receive timely repairs.
• Supplier Cost Recovery: Manage warranty cases involving third-party suppliers. When a defect is due to a supplier’s component, submit “on-claims” to recover costs from the supplier. Follow up on outstanding supplier claims to achieve timely reimbursement for parts and labour, protecting BYD’s and customers’ interests.
• Process Improvement: Contribute to the continuous improvement of BYD’s warranty policies, guidelines, and systems. Offer feedback and suggestions to refine warranty processes in line with industry best practices and changes in Australian consumer law. Assist with enhancements to the Dealer Management System (DMS) and warranty claim platform to streamline workflows and improve user experience.
• Cross-Functional Collaboration: Work closely with internal teams – including Aftersales Operations, Technical Support, and Customer Service – on complex or unusual cases. Participate in ad-hoc projects aimed at improving aftersales operations or resolving quality issues. Be prepared to adapt to new priorities and support your team wherever needed in our growing organisation.

About You (Qualifications & Skills)

• Experience: You have solid experience in automotive warranty administration, claims processing, or aftersales support (experience with an OEM or in a dealership environment is highly regarded).
• Technical Knowledge: You have a strong understanding of vehicle components and repair procedures. Prior hands-on experience in an automotive technical role (e.g., mechanic or technician) is a plus, enabling you to confidently assess the validity of repair claims.
• Analytical & Organisational Skills: You possess excellent analytical skills and attention to detail. You can review complex information and spot trends or anomalies. Strong organisational and time management abilities are a must – you handle multiple cases efficiently and meet deadlines consistently.
• Systems Proficiency: You are proficient in Microsoft Office (especially Word and Excel) for documentation and reporting. Familiarity with dealership management systems or dedicated warranty claim systems is highly advantageous. Experience with BI tools or data analysis software is a bonus.
• Communication & Customer Service: You have excellent communication skills, both written and verbal. You can explain technical information and warranty decisions clearly and professionally. Most importantly, you have a customer-focused approach – you understand how warranty decisions impact customer satisfaction and you strive to maintain a positive brand experience through your interactions with dealers and other stakeholders.
• Adaptability: You are flexible and proactive, able to adapt to changing priorities in a fast-paced environment. You take initiative in solving problems and are willing to assist with various projects or tasks to support team goals. A positive attitude towards new challenges and continuous improvement is essential.
• Other Requirements: You have full working rights in Australia (Australian citizenship, permanent residency, or valid work visa). A valid driver’s license is preferred, as occasional travel to dealerships or training sessions may be required.

If you believe you are a good fit for the role, please don't hesitate to click on APPLY and submit your updated resume. 

BYD Australia is under rapid expansion with plenty more opportunities to arise. If you are ready to make the most of everything you’ve learned so far, be challenged, work together with industry leaders, and be a part of a supportive and vibrant team, then BYD is ready for you.