Warranty Analyst

ABOUT VOLGREN:

Volgren was established in 1977 and is Australia’s largest and most successful bus body builder. We operate three manufacturing facilities located in Queensland, Victoria and Western Australia, along with Aftersales facilities across five states — Victoria, Queensland, Western Australia, New South Wales and South Australia. 

Volgren is part of the Marcopolo Group – a Brazilian Bus Manufacturer. It has a manufacturing presence in 12 countries, employing more than 14,000 people.

Volgren builds bus bodies for the world’s leading chassis manufacturer’s including Volvo, Scania, Mercedes, MAN and most recently we delivered Western Australia’s 100th ‘E’ bus on the Volvo chassis.

Our uncompromising manufacturing standards, class leading technology and our unmatched after sales service ensure our customers can trust in our product.

Our focus is on providing a safe working environment and learning opportunities to passionate individuals who are ready to grow with us. We are committed to supporting progress, transformation and skill development while offering the opportunity to be part of the future of transport through the manufacture of Electric Vehicles. We are a team of people who love what we do, champion ideas and innovation, support one another and strive for quality.

Our values include:

• Respect and Appreciation of People
• Commitment to Excellence
• Customer Satisfaction
• Ethics and Integrity
• Sustainability
• Teamwork

BENEFITS:

• The opportunity to build on your current skills and open further doors in the manufacturing industry.
• Continue to be a part of a growth orientated global organisation.
• Local and international career opportunities with Volgren Australia and Marcopolo
• Ability to work within a close team environment
• Opportunity to travel interstate
• Be part of the National Incentive Program
• 24/7 Free access to our Employee Assistance Program (EAP)
• Free onsite parking available

ABOUT THE ROLE:

We are currently looking for a Warranty Analyst to join our Aftersales facility in Dandenong. In this role, you will be responsible for providing comprehensive warranty administration and analytical support across the national network. This position manages the end-to-end warranty claims process, including analysis, approve and decline recommendations via the Key Account Manager (KAM) channel, campaigns and recalls management, and the administration of the Y1 Tool and warranty process frameworks. The role actively supports the Non-Conformance Process (NCP) and serves as a key liaison between internal departments to ensure warranty activities are processed accurately, efficiently and in compliance with manufacturer, regulatory and company requirements. This role is instrumental in delivering a high standard of warranty service that supports customer satisfaction and business integrity.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Conduct detailed analysis of warranty claims submitted across the national network to identify trends, anomalies and opportunities for improvement.
• Review and assess warranty claims for completeness, accuracy and eligibility in line with warranty policy.
• Manage the claims approval and decline process via the KAM (Key Account Manager) channel in accordance with warranty policy.
• Communicate claim outcomes clearly and professionally to KAMs and relevant stakeholders, providing supporting rationale for declined claims.
• Manage the end-to-end process for warranty campaigns and product recalls, ensuring timely execution and accurate record-keeping.
• Coordinate with relevant internal teams and external stakeholders to ensure campaign and recall communications reach all affected parties.
• Track and report on campaign and recall completion rates to ensure closure within required timeframes.
• Administer and maintain the Y1 Tool in accordance with warranty process requirements and manufacturer standards.
• Monitor warranty process adherence across the network and identify areas of non-compliance or inefficiency.
• Support the Non-Conformance Process (NCP) by identifying, documenting and escalating warranty-related non-conformances.
• Assist in the investigation and root cause analysis of recurring warranty issues contributing to non-conformances.
• Liaise effectively with internal departments including Service, Technical, Sales, Finance and Parts to support warranty activities.
• Act as the primary point of contact for warranty-related queries from internal stakeholders and provide accurate, timely guidance.
• Prepare and deliver regular warranty performance reports including claims volumes, approval rates, costs and trends for management review.
• Ensure all warranty activities are conducted in compliance with relevant legislative, regulatory and manufacturer requirements.

COMPETENCES

• Strong written and verbal communication skills.
• High attention to detail and strong organisational skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Problem-solving mindset with a continuous improvement orientation.
• Ability to work both independently and collaboratively within a team.

EDUCATION/EXPERIENCE

• Certificate III or IV in Automotive Technology, Business Administration or a related field.
• Demonstrated experience in warranty claims processing, analysis and management
• Knowledge of campaign and product recall management process.
• Minimum 3–5 years’ experience in warranty administration, after-sales support or automotive service role
• Familiarity with Non-Conformance Processes (NCP) and quality management frameworks
• Strong analytical skills with the ability to interpret warranty data and identify trends
• Proficiency in Microsoft Office Suite (particularly Excel for data analysis and reporting)
• Experience working in a cross-functional environment with multiple internal stakeholders
• Valid Driver's Licence.

This position also requires the applicant to undertake a pre-employment medical which includes a drug and alcohol analysis, musculoskeletal evaluation and hearing test

Applicants must have the right to work and live in Australia.

Our Diversity and Inclusion Commitment:

Volgren is an equal opportunity employer and is committed to attracting and developing an inclusive and diverse workforce that reflects the community we serve. 

As an Inclusive employer we welcome applicants from diverse backgrounds such as Aboriginal and Torres Strait Islander people from Indigenous Business Sectors, people of all genders including those who identify as LGBTQIA, people with a disability and from disability enterprises, people from Sustainable Regions, Disadvantaged Sectors and Social Enterprises and people from culturally and linguistically diverse backgrounds.

We are committed to treating every application objectively, follow a coherent screening and interview process and we hire based on attitude, skill and merit.

**PLEASE NOTE: Due to a high volume of applicants, only short-listed candidates will be contacted. *