Key Responsibilities

- Field Technical Support

- Provide technical support to dealers and authorised repairers across Australia.
- Assist service teams with complex, difficult and recurring vehicle repair issues.
- Analyse fault symptoms, diagnostic results, repair history and relevant technical information to support effective fault diagnosis.
- Provide technical guidance when issues cannot be resolved independently by the repairer.
- Escalate unresolved or technically complex cases to the appropriate Head Office technical teams.
- Support major, high-risk or customer-sensitive technical cases through on-site technical assistance where required.
- Track technical cases through to confirmed resolution and verify the effectiveness of repairs.

2.

Technical

Case &

- Issue Management

- Establish and maintain a structured process for managing technical cases and field issues.
- Record, classify, investigate, escalate and close technical cases in a timely manner.
- Monitor recurring faults, major technical issues and potentially systemic problems.
- Ensure dealers and authorised repairers provide complete diagnostic information, repair records and supporting technical evidence.
- Work with Head Office Technical, Engineering and Quality teams to investigate complex issues and identify root causes.
- Track the implementation and effectiveness of technical solutions in the Australian market.
- Maintain technical case records, lessons learned and knowledge-sharing materials to improve future issue resolution.

3.

Warranty

Policy &

- Operations

- Manage the implementation and day-to-day operation of manufacturer warranty policies in Australia.
- Provide guidance to dealers and authorised repairers on warranty coverage, eligibility and claim requirements.
- Establish and maintain clear local warranty processes and operating standards.
- Monitor warranty policy implementation and identify operational, compliance and cost risks.
- Support the management of exceptional, disputed or high-risk warranty cases with relevant Head Office teams.
- Recommend improvements to warranty processes and policies based on Australian market experience.

4.

Manufacturer Warranty Claims

Management

- Manage manufacturer warranty claims submitted by dealers and authorised repairers.
- Act as the primary operational contact for dealers and repairers regarding warranty claim requirements, supporting documentation and claim issues.
- Review warranty claims, repair orders, diagnostic evidence and supporting documentation for completeness, accuracy and compliance with warranty requirements.
- Verify claimed labour operations, labour hours, parts and repair activities for reasonableness and consistency.
- Liaise with Head Office Warranty and relevant business functions regarding claim review, approval and settlement.
- Track the full claim lifecycle, including submission, review, rejection, resubmission and settlement.
- Analyse claim rejection and return reasons and work with dealers and repairers to improve claim quality.
- Monitor claim volumes, values, claim types and abnormal trends.
- Identify potential duplicate, inappropriate or high-risk claims and escalate as required.
- Support effective control of warranty costs and potential warranty business risks.

5.

Service Network Technical Capability

Development

- Assess the technical capability and repair capacity of dealers and authorised repairers.
- Identify gaps in diagnostic capability, technical knowledge, tools, equipment and repair procedures.
- Drive improvements in the network’s ability to diagnose and resolve technical issues independently.
- Develop and implement technical capability improvement plans with relevant service providers.
- Support technical training and implementation of repair standards and technical procedures.
- Monitor the effectiveness of technical capability improvement initiatives.
- Support technical readiness for new models, new technologies and new vehicle systems introduced to Australia.

6.

Technical

Documentation &

- Repair Standards





- Coordinate the availability and implementation of technical documentation required for the Australian market.
- Support the deployment and effective use of repair manuals, technical service information, technical bulletins and diagnostic guidance.
- Monitor updates issued by Head Office and ensure relevant information is communicated to dealers and authorised repairers in a timely manner.
- Collect field feedback on technical documentation, diagnostic procedures and repair standards.
- Work with Head Office to improve technical information and repair procedures based on Australian market requirements.

7. Technical &
- Quality Issue Escalation

- Consolidate and analyse technical issues reported by the Australian service network.
- Identify recurring failures, emerging technical trends, systemic issues and potential quality risks.
- Escalate significant technical issues to Head Office Technical, Engineering and Quality teams.
- Support root-cause analysis and the development of corrective actions.
- Track the implementation of technical solutions and corrective actions in the Australian market.
- Verify whether technical solutions and corrective actions have effectively resolved identified issues.
- Ensure major technical issues are managed through to closure.

8.

Technical

Performance &

- Warranty Data Analysis

- Establish and maintain reporting and analysis of technical, repair and warranty performance.
- Analyse technical issues by failure type, vehicle model, component, repair outcome and repeat repair.
- Monitor key technical performance indicators, including:
- First-Time Fix Rate (FTFR)
- Technical Issue Self-Resolution Rate
- Technical Issue Closure Timeliness
- Repeat Repair Rate
- Technical Case Volume and Ageing
- Analyse warranty claims by volume, value, claim type, parts, labour and rejection/return reasons.
- Identify technical capability gaps, recurring repairs, high-cost repairs and abnormal warranty trends.
- Translate data insights into practical improvement actions for dealers and authorised repairers.
- Drive improvements in First-Time Fix Rate, Technical Issue Self-Resolution Rate, repair quality and technical issue closure performance.
- Reduce repeat repairs and recurring technical issues through targeted improvement actions.
- Track improvement plans and validate results through performance data.
- Prepare regular technical and warranty performance reports for management and Head Office.

9. Dealer, Head Office &
- Cross-Functional Coordination

- Maintain effective day-to-day technical and warranty communication with dealers and authorised repairers.
- Work closely with Australian Aftersales, Parts, Customer Service, Quality and Product teams.
- Liaise with Head Office Technical, Engineering, Quality, Warranty and other relevant functions.
- Facilitate resolution of technical and warranty issues between dealers/repairers, the Australian business and Head Office.
- Escalate major technical issues, high-risk customer cases and significant warranty risks through appropriate channels.
- Ensure Head Office technical solutions, warranty requirements and corrective actions are effectively implemented across the Australian service network.
- Maintain clear, timely and accurate communication between all relevant stakeholders.

Qualifications &

- Experience

- 5+ years of relevant experience in automotive technical service, vehicle repair, technical support, warranty or a related field.
- At least 3 years of experience in automotive aftersales technical support, technical service or warranty operations.
- Experience with an automotive OEM, importer, dealer group or authorised repair network.
- Australian automotive industry experience highly desirable.
- Experience in a Technical Specialist, Technical Field Support,



Technical Service or Warranty role highly desirable.
- Strong knowledge of automotive vehicle systems, repair processes and fault diagnosis.
- Strong diagnostic and troubleshooting capability.
- Good understanding of manufacturer warranty policies, processes and claim requirements.
- Ability to assess the technical and commercial validity of warranty claims, including labour, parts and repair operations.
- Experience handling complex technical cases and escalating issues to engineering or technical teams.
- Strong analytical capability, with the ability to identify trends and convert data into practical improvement actions.
- Good understanding of aftersales technical performance indicators, particularly First-Time Fix Rate and repeat repair performance.
- Experience with DMS, warranty management, diagnostic or technical information systems is desirable.
- Strong Excel and data analysis skills.
- Strong communication skills with technicians, service managers, dealers and Head Office engineering/technical teams.
- Strong problem-solving and issue-resolution capability.
- Ability to influence service providers and drive corrective actions without direct line authority.
- Strong ownership, accountability and follow-through.
- Ability to manage multiple technical cases and warranty matters simultaneously.
- Willingness to travel when required.
- Strong written and spoken English.

Preferred Experience

- Technical or Warranty experience with an Australian OEM or automotive importer.
- Automotive Technical Specialist, Technical Field Support Specialist, Technical Service Specialist or Warranty Specialist experience.
- Solid understanding of the Australian automotive aftersales environment.
- EV/NEV technical experience.
- Experience supporting a new vehicle or new brand launch.
- Experience in dealer or authorised repairer technical capability development.
- Experience with manufacturer warranty claims and claim approval processes.
- Demonstrated experience improving First-Time Fix Rate, Repeat Repair Rate or Technical Issue Self-Resolution Rate.
- Experience with DMS, Warranty Management, Diagnostic or Technical Information Systems.
- Familiarity with Australian automotive warranty and consumer requirements.
- Mandarin communication skills for effective collaboration with Head Office are desirable.

Core Competencies

- Automotive Technical Expertise
- Vehicle Diagnostics &
- Troubleshooting
- Field Technical Support
- Technical Case Management
- Warranty Management
- Manufacturer Warranty Claims
- Service Network Technical Capability Development
- Technical Performance Improvement
- Technical Documentation
- Quality Issue Escalation
- Data Analysis
- Stakeholder Management
- Problem Solving
- Issue Resolution &
- Closure

Key Performance Measures

Technical Support

- Technical Response Timeliness
- Technical Case Closure Rate
- Average Technical Issue Closure Time
- Technical Issue Self-Resolution Rate
- First-Time Fix Rate
- Repeat Repair Rate
- Reduction in Recurring Technical Issues

Warranty
- Warranty Claim Accuracy
- First-Pass Claim Approval Rate
- Claim Rejection/Return Rate
- Claim Review and Settlement Timeliness
- Control of Abnormal or High-Risk Warranty Claims
- Warranty Cost Risk Management

Service Network Capability
- Improvement in Technical Issue Self-Resolution Rate
- Improvement in First-Time Fix Rate
- Improvement in Repeat Repair Performance
- Improvement in Technical Issue Closure Timeliness
- Completion of Technical Capability Improvement Plans
- Effectiveness of Technical Capability Improvement Initiatives

Technical &
- Quality

- Timely Closure of Major Technical Issues
- Identification and Resolution of Recurring or Systemic Technical Issues
- Implementation Effectiveness of Head Office Technical Solutions
- Effectiveness of Corrective Actions

Continuous Improvement
- Accuracy and Timeliness of Technical and Warranty Reporting
- Completion of Technical KPI Improvement Plans
- Sustainable Improvement in Key Technical Performance Indicators
- Timely Identification and Escalation of Major Technical Risks

📌 Senior Technical Support & Warranty Specialist (Sydney)
🏢 Changan Automobile
📍 Sydney