You will play a key leadership role in ensuring consistency, accountability, and continuous improvement within the warranty process, while building strong relationships with South Australian clients and internal stakeholders nationwide.

About the Role

This is a hands-on, relationship-driven position combining client engagement, operational oversight, and national coordination.

You will:

• Act as the Adelaide-based ambassador for exceptional client care standards.

• Maintain proactive engagement with South Australian clients to identify service gaps and improvement opportunities.

• Provide structured oversight of the national warranty function to ensure consistency across all states.

• Support branches in managing complex warranty matters, providing guidance and escalation support.

• Monitor and analyse national warranty trends, providing insights to leadership.

• Maintain accurate reporting and visibility of warranty performance metrics.

• Drive continuous improvement initiatives to enhance post-sale service delivery.

• Collaborate closely with Sales, Operations, Branch Managers, and Product Development teams to improve overall customer outcomes.

Key Responsibilities

• Act as the primary relationship contact for the SA customer base.

• Manage and track all client interactions, visits, and follow-ups via the in-house CRM system.

• Ensure structured quarterly engagement with all SA clients.

• Proactively identify and resolve service concerns before escalation.

• Oversee all national warranty requests, ensuring timely acknowledgement, response, and resolution.

• Respond to all warranty-related correspondence within 48 hours.

• Coordinate with interstate branches to ensure consistent warranty outcomes.

• Track and analyse warranty trends, identifying recurring manufacturing or quality concerns.

• Provide monthly reporting to leadership on warranty volumes, trends, and turnaround times.

• Establish clear accountability across branches for warranty handling.

• Escalate complex or high-risk matters to protect brand reputation and customer satisfaction.

About You

You will be:

• A strong relationship builder with exceptional communication skills.

• Highly organised with strong reporting and analytical capability.

• Confident managing cross-functional stakeholders nationally.

• Process-driven with a continuous improvement mindset.

• Experienced in warranty management, customer service leadership, or service operations (preferred).

• Comfortable with regular travel within South Australia.

About Frontline Human Resources:

• The Frontline Human Resources (FHR) team have found jobs for thousands of employees since we were established 2001.

• We have specialists across a range of industry sectors such as transport & logistics, warehousing, civil infrastructure, operations, maintenance, construction, manufacturing, and healthcare.

• Check out our career page for a list of other available roles.

Thank you for considering your application with FHR. We will personally contact candidates who are successful in progressing to the next stage, and all other candidates will be notified by email of the outcome of their application.

All applicants must be entitled to work in Australia and be prepared to undergo a criminal history check, pre-employment medical and/or drug & alcohol testing as required.

The team at Frontline Human Resources are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.