Warranty Administrator / Assistant Workshop Controller

We are looking for an experienced Warranty Administrator / Assistant Workshop Controller to join our busy Aftersales team at Aston Autopark.

This is a varied role combining manufacturer warranty administration with the day-to-day support and control of workshop activity. You’ll work closely with our technicians, Service Advisors, Parts team and management to help keep work progressing efficiently, ensure manufacturer warranty requirements are met and maintain a high standard of customer service.

The role would suit someone with previous franchised dealer or automotive workshop experience who is organised, confident and comfortable working in a busy Aftersales environment.

About the role

To support the efficient day-to-day control of workshop activity while managing all manufacturer warranty administration accurately and within required standards.

The role is responsible for coordinating technician workloads, monitoring work in progress, maximising workshop productivity and efficiency, and ensuring repairs are completed correctly and on time.

The Warranty Administrator element of the role is responsible for ensuring all warranty claims are prepared, submitted and processed accurately, with full supporting documentation and in accordance with manufacturer policies and audit requirements.

Support will also be required in a Service Advisor role

Key Responsibilities

Workshop Control support

• Plan and allocate work to technicians according to skill level, availability and job requirements.
• Monitor workshop loading and work in progress throughout the day.
• Ensure technicians are working productively and efficiently and identify any lost or unproductive time.
• Liaise closely with the Workshop Controller and Service Advisors regarding job progress, additional work and expected completion times.
• Ensure diagnostic work is allocated to technicians with the appropriate skill and accreditation level.
• Monitor outstanding jobs and ensure work is progressed without unnecessary delay.
• Ensure technicians provide clear and accurate job write-ups.
• Ensure all required diagnostic reports, technical information and supporting documentation are completed.
• Monitor vehicle health checks and ensure identified work is communicated promptly to the Service Advisors.
• Ensure authorised additional work is passed back to technicians and completed efficiently.
• Identify parts delays or technical issues that could affect completion and communicate these promptly.
• Ensure vehicles are road tested following repairs where appropriate.
• Support the management of repeat repairs and return-to-workshop vehicles, ensuring the original concern is fully investigated.
• Assist with technical escalations and manufacturer technical cases where required.
• Maintain good communication between technicians, Service Advisors, Parts and management.
• Help achieve departmental targets for productivity, efficiency, labour sales and customer satisfaction.
• Maintain high standards of workshop organisation, housekeeping and Health & Safety.

Warranty Administration

• Prepare, submit and monitor manufacturer warranty claims.
• Ensure warranty claims are submitted accurately and within manufacturer time limits.
• Check technician job cards and repair descriptions to ensure sufficient information is recorded to support each claim.
• Ensure appropriate labour operation codes, repair times and parts are claimed correctly.
• Check that diagnostic reports, photographs, technical information and other supporting evidence are available where required.
• Ensure manufacturer authorisation is obtained before repairs where required.
• Monitor outstanding, rejected, returned and queried warranty claims and take appropriate action.
• Liaise with manufacturer warranty departments regarding claim queries and authorisations.
• Process warranty credits and reconcile payments against submitted claims.
• Identify underpayments, rejected claims or discrepancies and investigate promptly.
• Maintain accurate warranty records and supporting documentation.
• Ensure warranty parts are correctly identified, stored and retained in accordance with manufacturer requirements.
• Arrange the return or disposal of warranty parts when authorised.
• Maintain readiness for manufacturer warranty audits.
• Keep up to date with manufacturer warranty policies, bulletins and procedural changes.
• Communicate relevant warranty changes to technicians, Service Advisors and management.
• Support the dealership in minimising warranty claim losses through accurate administration and compliance.

Customer Service

• Support the Service Advisors in providing customers with accurate information regarding the progress of their vehicles.
• Help ensure promised completion times are achieved wherever possible.
• Escalate delays or problems that may affect the customer promptly.
• Support the effective resolution of customer concerns and repeat repairs.
• Maintain a professional and customer-focused approach at all times.

Key Performance Areas

Performance within the role will include:

• Workshop productivity and efficiency
• Effective workshop loading and utilisation
• Jobs completed on time
• Quality and accuracy of technician write-ups
• Reduction in repeat repairs
• Warranty claim accuracy
• Warranty claims submitted within required timescales
• Low level of rejected or returned warranty claims
• Recovery of all legitimate warranty income
• Compliance with manufacturer warranty standards
• Customer satisfaction
• Effective communication between Service, Workshop and Parts

Skills and Experience

The successful person should have:

• Previous experience within a franchised motor dealership or automotive workshop environment.
• Good understanding of workshop operations and technician workflow.
• Experience of warranty administration or manufacturer warranty processes.
• Strong organisational and administrative skills.
• Good attention to detail and accuracy.
• Ability to prioritise a busy and changing workload.
• Confidence communicating with technicians, Service Advisors, Parts staff and management.
• Good IT skills and the ability to use dealer management and manufacturer systems.
• An understanding of technician productivity, efficiency and labour utilisation.
• Ability to work under pressure while maintaining high standards.
• A practical, positive and team-focused approach.

Personal Qualities

The role requires someone who is:

• Highly organised
• Accurate and methodical
• Confident and decisive
• A strong communicator
• Customer focused
• Commercially aware
• Able to motivate and support a workshop team
• Comfortable challenging poor processes or incomplete work
• Able to take ownership and follow issues through to completion
• Able to work effectively as part of the wider Aftersales team

Overall Responsibility

The Warranty Administrator / Workshop Controller plays a key role in ensuring the workshop operates efficiently, technicians are properly supported and controlled, customers receive a high standard of service, and the business receives all warranty income to which it is entitled while remaining fully compliant with manufacturer requirements.

Interested in joining our team?

If you have the experience we're looking for and would like to join the Aftersales team at Aston Autopark, we'd like to hear from you.

Complete the application form below and upload your CV to apply.