Warranty Dealer Advocate Lead

About the Team

Percepta, established in 2000 as a joint venture with TTEC, specializes in creating customer loyalty for clients across the globe. Delivered through multiple channels and languages, we bring first-class service to every market we support. Our values are the heartbeat of our organization, guiding how we live, breathe, and play daily:

• Lead with humility: We listen first, lead with empathy, and stay grounded so people and ideas have room to grow.
• Service beyond self: We serve clients, customers, and teammates with care and integrity in every interaction.
• Leave it better: We take ownership and ensure every process, person, and place is improved from where we found it.
• Win together: We succeed as one, celebrating, supporting, and showing up for each other.
• Deliver remarkable: We go beyond expectations to create bold, meaningful moments that stand out.

As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points, allowing every individual to bring unique value to the table. We are committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams, ensuring all employees feel valued and comfortable being their authentic selves at work.

About the Role

The Warranty Dealer Advocate Lead serves as a subject matter expert dedicated to investigating and resolving warranty inquiries for the dealer population. This role operates at a high level of effectiveness, providing critical support in all areas of warranty administration. Working under the direction of the operations manager, you will ensure correct and timely answers to warranty questions by leveraging deep business knowledge to assist dealership warranty advocates and dealers.

In this position, you will act as the single point of contact and escalation analyst for complex issues directed to Ford management, including Warranty Parts Analysis Center (WPAC), Misbuild claims, and Dealer Decided Claim reversals. You will collaborate closely with client management, the warranty administration team, regional personnel, the Ford Global Warranty Operations (GWO) Team, and Ford IT to develop and improve the Ford Warranty Claiming System intake and case tracking.

A typical day involves acting as a trusted resource for the internal team and external dealers, utilizing the full suite of warranty applications and publications. You will coach and train new administrative team members and dealer management on claiming processes, while also analyzing trends in contact data to identify opportunities for improvement. By partnering with Global Warranty Administrators and Escalation Analysts, you will advocate for dealerships, validate metrics, and drive initiatives that reduce dealership pain points and enhance service levels.

Hiring Process

Candidates selected for this role will engage in a structured interview process designed to assess technical expertise, leadership capabilities, and cultural fit. The process typically includes an initial screening to verify qualifications, followed by a deeper dive into specific warranty scenarios and problem-solving approaches. Final rounds will focus on team dynamics and alignment with Percepta's core values. Successful candidates will be invited to discuss offer details and next steps regarding onboarding and training programs.

Equal Opportunity

Percepta is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We embrace diversity as a strategic advantage, striving to reflect the communities we serve by delivering amazing service, technology, and humanity.