Aftersales Operations Specialist

Company: Jameel Mobility Au Co (JMAU)

Location: Melbourne, Australia

Reports to: Head of Aftersales

Company Profile

Jameel Mobility Australia (JMAU) is part of a diversified Middle Eastern conglomerate operating across mobility, financial services, energy and environment, health, and investments. In the Asia Pacific region, our footprint spans Japan, China, India, Malaysia, Singapore, Australia, and New Zealand.

Our mission is to build a high‑performing, customer‑centric mobility business supported by disciplined operations, strong dealer partnerships, and a commitment to quality across the full vehicle lifecycle.

About the Role

The Aftersales Operations Specialist plays a critical role in ensuring the operational excellence, technical accuracy, and administrative discipline of JMAU’s aftersales function. This position supports both OEM engagement and local dealer network operations, ensuring that warranty, technical, service, and campaign activities are executed through structured, manualised processes with full compliance and visibility.

The role requires a professional who is technically proficient, highly organised, and strategically sound, capable of supporting OEM negotiations, managing complex case workflows, and driving continuous improvement across the aftersales ecosystem. This position is central to maintaining service quality, dealer confidence, and customer satisfaction as JMAU scales nationally.

Key Responsibilities

Operational Excellence & Process Governance

• Lead the coordination and administration of aftersales workflows across warranty, technical, service, parts, and dealer support functions.
• Ensure all enquiries and cases are processed through approved systems, SOPs, and escalation pathways with disciplined follow‑up and closure.
• Maintain high‑accuracy operational records including case logs, warranty claims, service actions, technical escalations, and dealer interactions.
• Own and maintain aftersales process registers, action trackers, reporting dashboards, and operational documentation.
• Identify process gaps, recurring issues, and inefficiencies; recommend and support implementation of workflow improvements.

Technical & Warranty Administration

• Review warranty submissions for accuracy, completeness, and compliance with OEM and JMAU requirements.
• Support technical case management, including triage, escalation, root‑cause tracking, and resolution documentation.
• Assist in the preparation, distribution, and control of technical notices, service bulletins, warranty guidelines, and operational updates.
• Ensure technical information is accurate, current, and consistently communicated to the dealer network.

OEM Interface & Strategic Support

• Support the Head of Aftersales in OEM discussions, data preparation, issue escalation, and negotiation of warranty, technical, and campaign matters.
• Prepare structured reporting and insights for OEM engagement, including case summaries, trend analysis, and compliance updates.
• Ensure alignment between OEM requirements and local operational execution, highlighting risks, gaps, or required approvals.
• Provide structured support to dealers and service partners, ensuring enquiries are resolved promptly and professionally.
• Promote consistent dealer compliance with warranty, service, documentation, and reporting standards.
• Support recall, campaign, and service action administration, including VIN tracking, dealer communication, and completion reporting.
• Assist in onboarding new dealers or service partners with clear guidance on systems, processes, and aftersales expectations.

Reporting & Performance Visibility

• Deliver accurate, timely reporting across open cases, warranty activity, service campaigns, technical issues, and aftersales KPIs.
• Provide management with insights that support decision‑making, risk mitigation, and continuous improvement.
• Maintain high standards of data integrity and documentation quality across all aftersales systems.

Qualifications & Experience

• 5–7 years’ experience in aftersales operations, technical service, warranty management, or dealer support (automotive industry preferred).
• Experience working within an OEM, distributor, dealer group, or service network environment.
• Strong understanding of dealer service operations, warranty processes, technical case management, and aftersales administration.
• Demonstrated capability in structured workflow management, documentation control, and operational reporting.
• Technical proficiency in automotive systems, diagnostics, or service processes (Certificate III in Automotive or equivalent desirable).
• Experience using CRM, warranty systems, dealer portals, SharePoint, OneDrive, Power BI, Excel, or similar platforms.
• Strong communication skills with the ability to engage confidently with OEM stakeholders and dealer partners.
• High attention to detail, strong organisational discipline, and the ability to manage competing priorities in a fast‑paced environment.

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