Warranty Cost Controller

Warranty Cost Controller

Entity: Daikin Middle East Job Category: Customer Care and Technical Service Location:

Riyadh, Al Riyadh, SA

Job Requisition ID: 2143

With us, you will find opposites that attract: A global group for innovative heating, ventilation, refrigeration and air-conditioning systems, where you are on a first-name basis across all hierarchies. A stable employer, alongside of whom you can develop yourself dynamically. With cultural diversity instead of simplicity. Where you can not only have really good ideas, but can also implement them.

Job Summary

The Warranty Officer is responsible for managing all warranty-related claims to ensure accurate processing, cost recovery, and compliance with company guidelines. The role ensures smooth coordination between service teams, customers, and spare parts team to support prompt and fair resolution of warranty cases.

Job Responsibilities

• Process and track all warranty claims submitted by service technicians or contractors.
• Verify eligibility of HVAC products under warranty based on terms and conditions.
• Ensure proper documentation (e.g., service reports, serial numbers, photos) is collected and submitted for each claim.
• Review technician findings and assess warranty claim validity in line with manufacturer guidelines.
• Coordinate with the technical team to identify root causes of equipment failure.
• Communicate with customers regarding warranty decisions, timelines, and outcomes.
• Liaise with suppliers and manufacturers for claim approval and recovery.
• Maintain accurate records of all warranty claims in the ERP or warranty management system.
• Generate periodic reports on claim trends, rejection reasons, and recovery performance.
• Ensure all claims adhere to internal and external warranty policies.
• Stay updated on changes in warranty procedures from OEMs and communicate them internally.
• Monitor warranty costs and support the finance team in claim reconciliation and credits.
• Identify and flag recurring warranty issues or potential product defects.
• Ext, warranty contract management (activate the Extended Warranty upon billing in ERP DSM & CRM)
• To be in line with warranty budget and control the cost within budget.
• Governing the flow (Parts request, Manpower Etc.)

Job Requirements

Experience & Knowledge

• Minimum 2–3 years of experience in HVAC service, preferably in warranty administration.
• Familiarity with HVAC systems, components, and technical terminology.
• Experience with ERP systems and service management tools.

Education

• Preferably Diploma or bachelor’s degree in engineering or relevant field.

Skills:

• Excellent Time Management and organizational skills to handle multiple cases efficiently
• Excellent Customer Service and Satisfaction Background
• Excellent understanding of warranty and service processes
• Previous Experience in Service CRM / Service Management System.
• Good verbal and written communication and interpersonal skills
• Good knowledge in MS Excel, Word & Power Point
• Ability to work cross-functionally with technical, service, and finance team
• Internal claim documentation accuracy

Preferred:

• Previous experience with Daikin systems and products
• Warranty cost recovery rate
• Knowledge of Data to be reported
• Saudi Driving License Preferred
• Good inter-personal skills
• Team player

KPIs

• Technical Ability and Reliability in Repair and Troubleshooting work
• Speed of Attendance and Accuracy of Reports
• Customer Satisfaction
• Warranty cost recovery rate 80%
• Internal claim documentation accuracy 100%
• Customer satisfaction with warranty handling 90%
• Reduce the number of escalated cases to reach less than 1%