Recreational Marine after sales and warranty manager

About the role

Whitehaven Marine is seeking an experienced hands on Recreational Marine Pre Delivery and After Sales Warranty Manager to join our team in Runaway Bay, Queensland. We represent 3 dynamic brands of vessels. Whitehaven Motor Yachts, Integrity Motor Yachts and the entire Aquila Catamaran range. This is a full-time position that plays a crucial role in ensuring exceptional customer satisfaction and managing warranty operations across our recreational marine portfolio. You will be responsible for overseeing all pre delivery and after sales services, warranty claims, customer support and service excellence initiatives. This role is pivotal in maintaining our reputation for outstanding customer care and operational efficiency in the marine industry.

Key responsibilities

• Manage and oversee all after sales service operations, ensuring timely and high-quality customer support

• Administer warranty claims processes, including assessment, approval and resolution of warranty related issues

• Develop and implement warranty policies and procedures that align with manufacturer requirements and industry standards

• Develop and enhance SOP’s adding to the framework and business requirements.

• Monitor warranty performance metrics and identify trends to reduce costs and improve customer satisfaction

• Liaise with manufacturers, suppliers and customers to resolve complex warranty disputes and technical issues

• Lead and manage the pre delivery, after-sales and warranty process.

• Project manage trades and subcontractors.

• Maintain accurate warranty records and documentation in compliance with regulatory requirements

• Develop strategies to enhance customer retention and satisfaction post-purchase

• Budget management for warranty provisions and after-sales service operations

What we're looking for

• Proven experience in warranty management, after-sales service or customer service management within the automotive, marine industry.

• Strong understanding of warranty processes, claims administration and service operations

• Demonstrated leadership ability with experience managing and developing teams

• Excellent communication and negotiation skills, particularly when dealing with complex customer issues

• Proficiency in warranty management software and systems, along with strong proficiency in Microsoft Office applications, focussing on excel spreadsheets

• Knowledge of relevant legislation and industry standards governing warranty and consumer protection

• Strong analytical and problem-solving skills with the ability to interpret data and make informed decisions

• Experience in the marine industry is definitely required.

• Proven track record of improving customer satisfaction and reducing warranty costs

What we offer

At Whitehaven Motor Yachts we are committed to creating a supportive and rewarding workplace. We offer competitive remuneration packages commensurate with experience and qualifications. Our benefits include opportunities for professional development and industry training to enhance your career progression. We provide a collaborative work environment where your contributions are valued and recognised. We understand the importance of work-life balance and offer flexibility where possible within the operational requirements of the role. Our location in Runaway Bay offers a desirable coastal lifestyle and we foster a culture of continuous improvement and excellence in all that we do.

About us

Whitehaven Motor Yachts is a leading recreational marine company specialising in the sale, service, and support of high-quality motor yachts. With a strong reputation for customer excellence and technical expertise, we are committed to delivering exceptional products and services to our customers. Our team is passionate about the marine industry and dedicated to ensuring every customer has an outstanding experience. We pride ourselves on our professionalism, integrity and commitment to innovation within the recreational marine sector.

Apply now

If you are an experienced warranty and after-sales professional looking for an exciting opportunity in the marine industry, we would love to hear from you. Please submit your resume and a cover letter detailing your relevant experience to Whitehaven Motor Yachts. We look forward to welcoming a talented individual to our team.