Senior Technical & Warranty Specialist-ANZ

XPENG; Melbourne; Sur place; AUD 110 000 - 170 000; Plein temps

Résumé du poste

XPeng is seeking an experienced Technical Support Operations professional for the ANZ market in Melbourne. You will provide daily technical support to dealers and service centres, coordinate escalations to HQ, and monitor field issues to drive quality improvements across Australia and New Zealand.

You will own warranty claim review and ensure compliance with ACCC and NZ CGA, analysing trends and delivering corrective actions.

Qualifications

• Bachelor’s degree in Automotive Engineering, Mechanical Engineering or related engineering discipline.
• Minimum 5 years in automotive aftersales, focusing on technical support, warranty claim or service operations.
• Direct experience with automotive OEMs, national distributors or dealer networks in Australia/NZ preferred.
• Solid knowledge of modern vehicle systems and diagnostic tools, incl. RHD repair processes.
• Hands-on warranty claim administration and technical case resolution experience.
• Strong data analysis, root-cause investigation and problem-solving skills.
• Excellent cross-stakeholder communication and coordination with local dealers and global HQ.
• Proficient in MS Office, ERP and Dealer Management Systems (DMS).
• Able to work independently in a fast-paced, cross-functional global environment.
• Bonus: familiarity with ACCC & NZ CGA consumer law, EV aftersales experience.

Responsabilités

• Provide daily technical support to ANZ dealers and service centres for RHD vehicle diagnosis and repair workflows.
• Assist dealers with troubleshooting complex faults and coordinate escalations to APAC/HQ.
• Monitor and log recurring technical issues, field quality concerns, and market cases across AU/NZ.
• Drive local execution of campaigns, service actions, recalls and product improvement initiatives.
• Prepare, localise and distribute technical bulletins and repair guidance for ANZ partners.
• Support new model launch readiness including training material preparation.

Connaissances

Data analysis

Root-cause investigation

Cross-stakeholder communication

Problem solving

Independent working

Formation

Bachelor’s degree in Automotive/Mechanical Engineering

Outils

MS Office suite

ERP

Dealer Management Systems (DMS)

Description du poste

Technical Support Operations (ANZ Market)

• Provide daily technical support to ANZ dealers and service centres for right-hand drive vehicle diagnosis, repair workflows and field technical issues.
• Assist dealers with troubleshooting complex vehicle faults, and coordinate technical escalations to APAC / HQ technical teams as required.
• Monitor, log and track recurring technical issues, field quality concerns and market cases across Australia and New Zealand.
• Drive the local execution of technical campaigns, service actions, safety recalls and product improvement initiatives for the ANZ network.
• Prepare, localise and distribute technical bulletins, service instructions and repair guidance for ANZ dealer partners.
• Support new model launch readiness for ANZ, including technical documentation review, service training material preparation and dealer service capability validation.

Warranty & Claim Management (ANZ Focus)

• Own end-to-end ANZ warranty claim review, validation, submission and settlement.
• Oversee dealer warranty claim quality, enforce XPeng warranty policy and ensure full compliance with ACCC (Australia) and New Zealand Consumer Guarantees Act (CGA).
• Analyse ANZ warranty data, claim trends and failure modes to flag emerging product quality risks to HQ quality team.
• Liaise with HQ warranty & quality teams for claim exception approvals and deep-dive technical investigations.
• Conduct regular warranty audits for ANZ dealers and deliver corrective action plans to lift dealer claim standard.
• Optimise ANZ warranty cost performance while protecting customer satisfaction and service experience.
• Maintain regular alignment with ANZ dealer service managers on technical, warranty and compliance matters.
• Support continuous improvement of dealer service capability and rollout of XPeng aftersales operational standards across ANZ network.
• Assist in designing and delivering technical aftersales training and workshops for ANZ dealer technicians and service teams.
• Collect on-ground ANZ market voice, customer feedback and dealer pain points, and propose actionable aftersales improvement recommendations.

Reporting & Process Improvement

• Prepare periodic ANZ performance reports covering warranty metrics, technical case status and dealer service operations.
• Support the development, rollout and continuous optimisation of ANZ-specific aftersales technical and warranty SOPs.
• Ensure all aftersales activities comply with local ANZ legislation, company policy and global aftersales standards.

Qualifications & Requirements

• Bachelor’s degree in Automotive Engineering, Mechanical Engineering or a related engineering discipline.
• Minimum 5 years of automotive aftersales experience, specialising in technical support, warranty claim or service operations.
• Direct experience working with automotive OEMs, national distributors or dealer networks within Australia / New Zealand is strongly preferred.
• Solid knowledge of modern vehicle systems, diagnostic tools and RHD vehicle repair processes.
• Hands-on experience with warranty claim administration and technical case resolution.
• Strong data analysis, root-cause investigation and problem-solving skills.
• Excellent cross-stakeholder communication and coordination skills, comfortable engaging with local dealers and global HQ teams.
• Proficient in MS Office suite, ERP and Dealer Management Systems (DMS).
• Comfortable working independently in a fast-paced, cross-functional global environment.
• Bonus: Familiarity with Australian ACCC & NZ CGA consumer law, EV aftersales experience.

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