Customer Support Program Administrator

Are you an experienced automotive technician looking to move from the workshop into a technical warranty role?

Percepta is looking for an Automotive Warranty Specialist to join our team in Campbellfield, VIC. You'll use your hands-on mechanical experience and dealership knowledge to assess automotive warranty and customer assistance requests for vehicles across Australia and New Zealand.

This is a great opportunity for an experienced Automotive Technician, Motor Mechanic, Warranty Administrator, Service Advisor, or Dealership Technician who wants to apply their technical knowledge in a different environment.

You'll review repair requests, technical information, warranty policies, and dealership claims to determine whether the proposed repair, labour time, and claim category are appropriate. You'll also work directly with dealerships and Service Engineering teams to resolve technical and warranty-related requests.

What you'll do

• Assess requests for financial assistance for vehicles no longer covered by the New Vehicle Warranty. Review the proposed repair, claim category, and standard repair time, and determine the appropriate level of assistance toward the repair cost.
• Review dealership claims to ensure the correct claim category, repair method, and standard repair times are being applied.
• Review technical information, including workshop manuals, Technical Service Bulletins (TSBs), Professional Technical System (PTS), and Technical Assistance Center (TAC) responses. • Assess the vehicle's repair history and customer experience when determining the appropriate level of financial assistance.
• Communicate with dealerships and Service Engineering to resolve warranty and technical queries.
• Respond to CSP prior-approval requests within required service levels.
• Use the OWS prior-approval system to assess and process requests.
• Identify emerging mechanical and technical trends and provide insights to Service Engineering teams.
• Provide technical guidance, coaching and feedback to the Customer Response Centre.
• Provide technical support to the Customer Response Centre when required.
• Contribute to reporting and improvement projects.

What you'll bring

We're looking for someone who understands automotive repair from practical experience and can apply that knowledge in a structured, customer-focused environment.

You'll ideally have:

• Certificate III in Automotive Technology/Light Vehicle or Heavy Vehicle
• 5+ years' automotive mechanical experience, including apprenticeship experience.
• Dealership experience, ideally 12 months or more.
• Experience with automotive warranty administration, claims or service advising is highly desirable.
• Strong understanding of automotive diagnostics, repair methods and workshop processes.
• Ability to interpret workshop manuals, warranty policy manuals and technical bulletins.
• Experience with late-model vehicles would be advantageous.
• Strong communication and interpersonal skills, including the ability to negotiate and explain technical decisions.
• Excellent attention to detail and sound judgement.
• Strong Microsoft Office and web-application skills.
• Ability to manage multiple requests, prioritise workload and meet deadlines.
• Confidence working independently while contributing to a collaborative team.

Why this role?

This is an opportunity to take your automotive experience beyond the workshop and into a role where your technical knowledge directly influences warranty decisions, dealership support and customer outcomes. You'll work with dealerships and automotive technical teams across Australia and New Zealand while developing experience in warranty, technical support, customer assistance and automotive operations.

About Percepta

Established in 2000 as a joint venture between TTEC and Ford Motor Company, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivering across multiple channels and speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out. If you're an experienced automotive professional looking to use your technical knowledge in a new way, we'd like to hear from you!

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