As the Service Quality Support Specialist you'll be tasked with supporting the delivery of a unique and exceptional ownership experience to Porsche customers by ensuring high-quality service and customer satisfaction. You'll also provide comprehensive Service Quality support to UK/IE Porsche Centres, ensuring that commercial and operational requirements and standards of warranty delivery are consistently met and aligned with Porsche’s brand values.
Responsibilities:
- Complete daily warranty tasks, ensuring accuracy and adherence to department standards.
- Review escalated and high-value claims for compliance with quality and manufacturer requirements.
- Manage and update PRMS support tickets for all prioritised warranty cases.
- Provide expert support to Centres on warranty, goodwill, and campaign queries.
- Ensure all warranty activity complies with manufacturer policies, legal standards, and quality requirements.
- Process warranty claims efficiently to drive customer satisfaction and protect business profitability.
- Support compliant management of recalls and quality campaigns for Porsche Cars GB.
- Monitor warranty performance and implement continuous improvements to raise standards and reduce costs.
- Collaborate with technical, service, parts, sales, training, and quality teams to optimise warranty processes.
- Manage warranty data and reporting, delivering actionable insights via BI tools.
- Participate in Porsche Service Analysis (PSA) on-site activities across the UK and Ireland for dedicated region.
- Actively work towards obtaining relevant auditing certification to enhance expertise and contribute to quality assurance processes.
Qualifications
Minimum Qualifications:
- GCSEs (A*–C / 9–4) in English and Maths, or equivalent
- Minimum 2–3 years’ experience in a vehicle warranty or associated environment, either with a manufacturer, dealership, or third-party warranty provider (e.g. RAC, The AA, MotorEasy)
- Good working knowledge of warranty processes, claims handling, and parts pricing
- Proficiency in Microsoft Office, especially Excel and Outlook
Desirable Qualification:
- Relevant bachelor’s degree in the automotive industry, or an apprenticeship at Level 3 or above
- Familiarity with Dealer Management Systems (e.g. Keyloop DMS (Kerridge) or Pinewood DMS)
- Experience handling technical warranty queries and escalations
- Familiarity with FCA-regulated extended warranty products
- Previous supervisory or team leader experience
- Technical vehicle knowledge or experience