Agency Coordinator (Automotive)

Thrifty Car Rental; Dubai; On-site; AED 156,000 - 290,000; Full time

Job summary

Thrifty Car Rental seeks an Agency Coordinator to maximize warranty recoveries across its fleet. You will review repairs, identify eligible warranty opportunities, and manage submissions through dealer networks while minimizing repair costs.

The role requires deep knowledge of vehicle systems, including hybrid/plug-in options, and strong negotiation and stakeholder management across multiple dealer networks to drive favorable outcomes.

Qualifications

• Experience in automotive aftersales across multi-brand environments.
• Strong knowledge of mechanical, electrical, and diagnostic repairs.
• Familiar with dealer service processes and warranty procedures.
• Excellent negotiation and relationship-building skills.

Responsibilities

• Identify warranty opportunities and manage submissions across dealer networks.
• Liaise with dealer service managers and manufacturer warranty teams.
• Negotiate goodwill and cost-sharing on out-of-warranty cases.
• Escalate declined claims and resolve coverage disputes.
• Track claims and provide regular recovery performance updates.

Skills

Automotive aftersales

Multi-brand experience

Hybrid/plug-in knowledge

Negotiation skills

Communication skills

Data analysis

Claims tracking tools

Tools

Excel

Fleet management systems

Job description

Role Overview

The Agency Coordinator maximizes warranty and goodwill recoveries across the fleet by identifying eligible claims managing submissions through dealer networks and resolving coverage and repair disputes The role combines strong technical knowledge of vehicle systems including hybrid and plug-in hybrid with negotiation and relationship management across multiple dealer and manufacturer networks to ensure recoveries are fully captured and repair costs minimized

Key Responsibilities

Warranty Identification Claims Management

Review vehicle repair and diagnostic reports to determine whether a part failure is covered under warranty or attributable to normal wear and tearIdentify missed warranty opportunities on past and current repairs and pursue recovery where eligibleCompile technical evidence and supporting documentation diagnostic reports service history photos technician notes to support warranty submissionsTrack claims from submission through resolution ensuring deadlines and dealer manufacturer requirements are met

Dealer Manufacturer Liaison

Maintain working relationships with dealership Service Advisors Service Supervisors Warranty Administrators and Service Managers across multiple dealer networksLiaise with manufacturer warranty teams on complex or escalated claimsBuild and maintain credibility with dealer networks to support faster claim turnaround and favorable outcomes

Negotiation Dispute Resolution

Negotiate goodwill contributions and cost-sharing arrangements with manufacturers and dealers on out-of-warranty or borderline casesProfessionally challenge warranty rejections and pursue appropriate escalation channels when claims are declined unfairlyResolve disputes relating to warranty coverage repair responsibility and repair scope between the fleet dealers and manufacturers

Reporting Financial Oversight

Track and report on warranty claims approval ratios recovery amounts rejected claims and dealer performance metricsAssess and communicate the financial impact of warranty recoveries on fleet maintenance and operating costsProvide regular recovery performance updates to fleet management

Cross-Functional Communication

Communicate clearly and effectively with technicians service advisors dealer management and internal fleet teams throughout the claims lifecycleCoordinate with internal fleet and workshop teams to ensure repair documentation supports warranty eligibility from the outset

Skills & Qualifications

5–10 years of automotive aftersales experience across multi-brand environments, in a role such as Senior Service Advisor, Service Supervisor, Warranty Administrator, Workshop Controller, or Agency CoordinatorDeep understanding of mechanical, electrical, and diagnostic repairsKnowledge of modern vehicle systems, including hybrid and plug-in hybrid vehiclesFamiliarity with local dealer service processes, warranty procedures, and escalation channelsStrong negotiation skills, with proven ability to secure goodwill and cost-sharing outcomesExcellent communication and relationship-building skills across technical and commercial stakeholdersAnalytical mindset with the ability to interpret repair data and financial impactProficiency in claims tracking and reporting tools (e.g., Excel or fleet management systems)