Senior Automotive Dispute Resolution Specialist

Percepta; Melbourne; Presencial; AUD 110.000 - 160.000; Jornada completa

Descripción de la vacante

Percepta in Melbourne seeks a Senior Automotive Dispute Resolution Specialist to manage complex vehicle disputes, develop clear findings and represent the client in consumer tribunal proceedings. This role goes beyond routine diagnostics and warranty assessments.

You will work with legal and technical specialists, guide two Customer Liaison team members, and translate technical evidence into accessible explanations for tribunal members and other audiences.

Formación

• Demonstrated experience preparing for and participating in formal tribunal proceedings.
• Strong automotive technical knowledge across vehicle systems, faults and diagnostics.
• Ability to interpret complex technical information for non-technical audiences.
• Excellent written and verbal communication with attention to detail.

Responsabilidades

• Prepare for and participate in consumer tribunal hearings and proceedings.
• Present or explain technical findings and evidence with clear, evidence-based explanations.
• Review case documentation and prepare technical reports, findings and recommendations.
• Collaborate with legal representatives to develop submissions and assess arguments.
• Investigate alleged vehicle faults, damage, accidents, warranty disputes or other matters.
• Review vehicle histories, servicing records and warranty information for cases.
• Assess conflicting information and develop defensible conclusions.
• Translate complex findings into plain language for tribunal members and clients.
• Take ownership of high-risk disputes and executive referrals.
• Support legal and regulatory matters, including ACL issues and inquiries.
• Coordinate with legal, technical, product, dealer and operations teams to progress cases.
• Identify recurring issues and contribute to process improvements in dispute resolution.
• Provide day-to-day coaching to Customer Liaison team members.
• Support workflow coordination and case quality management.
• Share knowledge to build team capability in complex dispute resolution.

Conocimientos

Tribunal experience

Automotive technical knowledge

Analytical thinking

Communication skills

Discretion/judgement

Team coaching

Educación

Post-secondary qualification

Automotive/Engineering discipline

Investigations/Legal studies beneficial

Descripción del empleo

Combine automotive expertise with tribunal experience

Are you an experienced automotive professional who knows how to investigate complex vehicle disputes, assess technical evidence and prepare for formal tribunal proceedings?

We’re looking for a Senior Automotive Dispute Resolution Specialist to manage complex and sensitive automotive disputes, develop clear and defensible technical findings, and represent our automotive client in consumer tribunal proceedings.

This is an opportunity to apply your technical knowledge in a role that goes beyond routine diagnostics, warranty assessment and customer complaint management. You’ll work closely with legal and technical specialists, manage escalated matters and help drive fair, evidence-based outcomes.

You’ll also provide day-to-day guidance and coaching to two Customer Liaison team members.

Tribunal experience is essential. We’re particularly interested in candidates who have prepared cases for hearings, presented or explained evidence, worked alongside legal representatives, or represented an organisation in formal proceedings.

Your background may include automotive manufacturing, dealership aftersales, technical investigations, motor vehicle claims, insurance, warranty disputes or a related field.

What you’ll be doing

Tribunal proceedings and evidence

• Prepare for and participate in consumer tribunal hearings and proceedings.

• Present or explain technical findings and evidence, respond to questions and support the client’s position with clear, evidence-based explanations.

• Review case documentation, organise supporting evidence and prepare technical reports, findings and recommendations for hearings.

• Work with legal representatives to develop submissions, assess competing arguments and support the client’s position.

Complex automotive investigations

• Investigate alleged vehicle faults, damage, accidents, vehicle fires, warranty disputes and other sensitive technical matters.

• Review vehicle histories, servicing and repair records, warranty information, inspection reports and evidence from customers, dealerships, suppliers and insurers.

• Assess conflicting information, identify relevant technical issues and develop well-reasoned, defensible conclusions.

• Translate complex technical findings into clear explanations for tribunal members, legal representatives, customers and other non-technical audiences.

Escalated disputes and stakeholder management

• Take ownership of high-risk customer disputes, executive referrals and complex matters requiring sound judgement and discretion.

• Support legal and regulatory matters, including Australian Consumer Law issues, regulatory enquiries and requests from authorised government bodies.

• Collaborate with legal, technical, product, dealer, customer experience and operational teams to progress cases and achieve appropriate outcomes.

• Identify recurring technical and customer issues and contribute to improvements in processes and dispute resolution outcomes.

Team support and development

• Provide day-to-day guidance and coaching to two Customer Liaison team members.

• Support workflow coordination, case quality and the effective management of competing priorities.

• Share technical knowledge and help build the team’s capability in complex dispute resolution.

What we’re looking for

Essential experience and capabilities

Tribunal and hearing experience

• Demonstrated experience preparing for and participating in formal tribunal proceedings, including representing an organisation, presenting or explaining evidence, or providing substantive hearing support.

• Experience preparing cases for hearings, reviewing documentation, organising evidence and developing clear, evidence-based arguments or recommendations.

• The confidence to explain findings, respond to questions and communicate effectively in formal hearing environments.

Automotive technical expertise

• Strong automotive technical knowledge, including vehicle systems, faults, diagnostics, repairs, servicing, warranty matters or aftersales operations.

• Experience investigating technical issues, assessing evidence and forming sound conclusions in complex or contested matters.

• The ability to interpret technical information and explain findings clearly to both technical and non-technical audiences.

Professional capabilities

• Strong analytical, investigative, written and verbal communication skills.

• Sound judgement, attention to detail and discretion when managing sensitive or contentious matters.

• The ability to manage competing priorities, complex caseloads, stakeholder relationships and hearing deadlines.

• Confidence working autonomously while collaborating effectively with legal, technical and operational specialists.

Highly regarded experience

The following will strengthen your application:

• Experience representing automotive manufacturers, importers, dealerships, insurers or other organisations in consumer tribunal proceedings.

• Familiarity with VCAT, NCAT or equivalent state or territory consumer tribunals.

• Knowledge of Australian Consumer Law, consumer guarantees, warranty disputes and motor vehicle-related claims.

• Experience in motor vehicle insurance claims, technical assessments, litigation support, regulatory investigations or alternative dispute resolution.

• Experience preparing technical evidence or reports for formal hearings and working with legal representatives.

• Experience coaching colleagues, coordinating workflows or supporting a customer resolutions team.

Qualifications

A post-secondary, trade or equivalent qualification is required, although substantial relevant experience may be considered in lieu.

Qualifications in automotive, engineering, mechanical or other relevant technical disciplines will be highly regarded. Additional qualifications in investigations, claims management, dispute resolution or legal studies are beneficial.

Why join this role?

This is an opportunity to combine your automotive expertise with formal dispute resolution and make a meaningful contribution to complex customer outcomes.

You’ll have the opportunity to:

• Apply your technical knowledge to challenging automotive disputes.

• Participate in formal tribunal proceedings and contribute directly to dispute outcomes.

• Work alongside legal, technical and operational specialists on sensitive and high-profile matters.

• Turn complex technical evidence into clear, credible findings and recommendations.

• Broaden your experience across consumer law, technical investigations and dispute resolution.

• Share your expertise and help develop the capability of other team members.

• Contribute to better processes and outcomes by identifying recurring technical and customer issues.

Additional information

The position is based in Melbourne, VIC. Occasional travel, including interstate travel, may be required.

[Insert any relevant information about working arrangements, benefits, professional development and the team.]

We are committed to creating an inclusive workplace and encourage applications from people with diverse backgrounds, experiences and perspectives.

Interested?

Please note: This is not solely an automotive technical investigation or customer service role. Established tribunal experience is essential. General complaint handling, warranty administration or technical investigations alone will not meet this requirement.