Product Specialist - Aftersales Warranty Product Management

I&D GROWTH | ROLE SCOPE
Product Specialist - Aftersales Warranty Product Management
Grade D | Aftersales Product Management
Role family / specialismProduct Specialist / Aftersales Warranty Product ManagementReports toProduct Manager - AftersalesProduct platformsWarranty digital products and supporting applications, data services and integrations enabling warranty management, claims processing, investigation, technical data and warranty recovery.Companion frameworkI&D Product Management Skills; Aftersales capability matrix and key competencies; Growth - Product Specialist role profile
How this scope should be used
The Product Specialist owns the quality of specialist analysis, requirements and supporting evidence. Product strategy, investment, roadmap ownership and final prioritisation remain accountable to the Product Manager - Aftersales. Warranty business functions retain ownership of warranty policy, approved business processes, claim decisions, financial controls and operational outcomes. The role owns the digital and technical product contribution required to translate these needs into delivery-ready capabilities, and coordinates delivery, knowledge transfer and operational handover.
1. Role purpose

The Product Specialist - Aftersales Warranty provides detailed product, process, data and technology expertise across the digital capabilities supporting Warranty Management, including warranty eligibility, claims entry and processing, rules, escalation, reimbursement, investigation, technical data, integration and supplier warranty recovery.

Reporting to the Product Manager - Aftersales Warranty, the role owns day-to-day demand intake, backlog refinement and delivery readiness for Warranty Management products and capabilities. The role acts as the bridge between approved Warranty business processes and the systems that enable them, translating business needs into structured requirements, business and system process flows, and measurable product outcomes.
2. Capability alignment
Capability groupEmphasisSpecialist contributionBoundary / accountable ownerWarranty ManagementPrimaryOwn day-to-day demand and delivery readiness across standard, extended, accessory-fit, campaign and fault-repair warranty capabilities.Warranty business owners retain accountability for policy, coverage, authority and operational outcomes.Warranty Claims Management & ProcessingPrimaryShape claims entry, validation, rules, evidence, processing, escalation, reimbursement, status, audit and reporting requirements.Warranty Operations retains accountability for claim decisions, controls and operational processing outcomes.Warranty Investigation & Technical DataPrimaryTranslate investigation, evidence, technical-data and decision-support needs into system and data requirements.Warranty and Technical Service owners approve investigation policy, evidence standards and technical content.Warranty IntegrationPrimaryDefine system interactions, data flows, interfaces, traceability and non-functional requirements across the warranty landscape.Architecture and system owners retain design authority and platform accountability.Warranty RecoveryPrimaryShape supplier and supplier-material recovery workflows, supporting evidence, financial data, status and reporting requirements.Warranty Recovery, Finance and Procurement retain policy, commercial and financial accountability.Workshop, Repair, Parts, Technical Assistance & Concern ManagementDependency / interfaceManage dependencies and hand-offs where adjacent capabilities provide inputs to, or consume outcomes from, Warranty Management.The relevant Aftersales product and business owners retain capability accountability.
3. Scope of responsibility
In scope

• Ownership of the demand funnel and product backlog for Warranty Management products and capabilities.
• Demand intake, triage, impact assessment, refinement, sizing support, prioritisation recommendations, sequencing and dependency management across markets and warranty value streams.
• Modelling and structuring approved requirements using business and system process flows at L1-L4, as appropriate, to support solution design, delivery and testing.
• Requirements for warranty eligibility, coverage, claims entry, processing, evidence, rules, escalation, reimbursement, investigation, technical data, status, audit and reporting.
• Requirements for standard, extended, accessory-fit, campaign and fault-repair warranty variants.
• Requirements for supplier and supplier-material warranty recovery, including evidence, financial data, status, integration and reporting.
• Definition of application interactions, data flows, integrations, controls, traceability, error handling and NFRs across Warranty Management.
• Management of dependencies with workshop, repair, parts, technical assistance, concern management, finance, supplier and market capabilities.
• Coordination of implementation and professional-service engagements, including scope, milestones, dependencies, risks, acceptance evidence, knowledge transfer and operational handover.
• Maintenance of Warranty Management product evidence in LeanIX and Product 360, including capabilities, applications, integrations, lifecycle, decisions, risks, technical debt and product health.

Out of scope / retained accountabilities

• Warranty policy, coverage rules, authority levels and claim decision ownership.
• Ownership of workshop, repair, parts, technical assistance, concern management or wider Aftersales products except where they interface with Warranty Management.
• Product strategy, investment, roadmap accountability, final prioritisation and lifecycle decisions.
• Operational processing, financial approval, supplier commercial decisions and market execution.

4. Key accountabilities and expected outcomes
AccountabilityRole contributionOutcome / evidence of successBacklog & demand managementOwn intake, analysis, refinement and day-to-day demand across Warranty Management capabilities.Demand is visible, sequenced, traceable and delivery-ready.Warranty requirements & process modellingTranslate approved warranty needs into epics, features, stories, acceptance criteria, business/system process flows, rules, examples, edge cases and NFRs.Requirements are clear, testable, traceable and aligned to approved warranty processes.Claims & decision enablementShape requirements for claim capture, evidence, validation, processing, escalation, reimbursement, investigation and status.Digital capabilities provide complete information and controlled workflows for operational decision-making.Integration & data readinessDefine interactions, data flows, interfaces, controls, reconciliation, audit and error-handling needs.Warranty information is reliable, traceable and available at required process points.Operational and service readinessCoordinate support, observability, documentation, training, access, handover and business-readiness activity.Capabilities can be operated and supported effectively at launch.Supplier & implementation supportTrack SOWs, deliverables, dependencies, risks, acceptance, knowledge transfer and implementation support.External commitments and implementation outcomes remain visible and controlled.Product health & continuous improvementAnalyse adoption, claim completion, cycle time, exceptions, incidents, defects, cost, technical debt and manual intervention.Evidence drives improved value, reliability, control and processing efficiency.
5. Core deliverables

• Prioritised and maintained Warranty Management backlog.
• Demand register covering business outcome, value, accountable owner, urgency, dependencies, risk, readiness and recommended priority.
• Warranty business and system process maps, including relevant L1-L4 flows, system touchpoints, data flows, decisions, hand-offs and exceptions.
• Warranty eligibility, claims processing, investigation, technical-data, integration and recovery requirements.
• Claims rules, state transitions, evidence requirements, acceptance criteria, error scenarios and audit requirements.
• Integration catalogue and data-flow evidence across Warranty Management and dependent capabilities.
• Supplier/professional-services engagement tracker, acceptance evidence and knowledge-transfer plan.
• Operational-readiness evidence covering support, observability, documentation, access, training, handover and service acceptance.
• LeanIX and Product 360 evidence linking Warranty Management capabilities, products, applications, integrations, lifecycle status, accountable owners, decisions, risks and product health.

6. Key interfaces
InterfacePurpose of interactionAftersales Warranty Product Manager / Senior Product ManagerStrategy, investment, roadmap ownership, final prioritisation, lifecycle decisions and escalation.Warranty Business Owners / Warranty OperationsWarranty policy, approved processes, coverage, authority, claims operation, controls, outcomes and acceptance.Markets / National Sales CompaniesMarket requirements, regulatory or operational variation, rollout, adoption and feedback.Workshop / Repair / Parts / Technical ServiceInputs, evidence, technical data, hand-offs and dependencies affecting warranty workflows.Technical Assistance / Concern Management / Product QualityInvestigation, concern, campaign, technical evidence and escalation dependencies.Warranty Recovery / Procurement / FinanceSupplier recovery, material recovery, reimbursement, financial controls, reporting and commercial dependencies.Architecture / Integration / Data / CyberCapability placement, solution patterns, interfaces, data, security, privacy and technical assurance.Delivery Centre / Engineering / QEBacklog readiness, estimation, implementation, testing, acceptance and release support.Service Management / OperationsSupport readiness, observability, incidents, operational handover and continuous improvement.Vendors / System IntegratorsPlatform capability, implementation scope, SOWs, quality, acceptance, knowledge transfer and handover.
7. Measures of success

• Demand transparency: percentage of warranty demand captured with owner, outcome, value, impact, dependencies, risk, status and recommended priority.
• Backlog readiness: percentage of committed items meeting the agreed definition of ready before delivery commitment.
• Requirements quality: completeness, traceability, acceptance clarity and defect leakage attributable to requirements.
• Warranty process performance: claim completion, cycle time, exception rates, manual intervention and stakeholder feedback.
• Integration and data quality: interface reliability, reconciliation, data completeness, auditability and error recovery.
• Delivery and knowledge transfer: milestone, acceptance, documentation, training, handover and support-readiness completion.
• Product health: incident, defect, service performance, technical debt and evidence-maturity indicators.

8. Grade D expectations

• Operates as a developing-to-established Product Specialist with day-to-day ownership of the Warranty Management backlog and demand funnel.
• Independently manages routine warranty demand, detailed analysis, requirements, process modelling, evidence and delivery-readiness activity, under Product Manager direction for strategic trade-offs, investment and final prioritisation.
• Acts as the first point of contact for product demand relating to Warranty Management products and capabilities.
• Works across business and system processes, identifying dependencies, gaps, exceptions and impacts without assuming ownership of warranty policy or operational decisions.
• Tracks implementation and professional-service engagements and escalates delivery, dependency, consumption or acceptance risks.
• Ensures knowledge transfer, documentation, enablement, implementation support and operational handover are planned and completed.
• Ensures requirements include appropriate NFRs covering availability, performance, scalability, accessibility, security, privacy, reliability, auditability and observability.
• Demonstrates Level 3 capability in backlog refinement and Level 2 working capability across the remaining Product Specialist competency domains.

9. Domain knowledge and experience
Essential knowledge

• Warranty Management processes and digital capabilities, including eligibility, coverage, claims entry and processing, rules, evidence, escalation, reimbursement, investigation, technical data, integration and recovery.
• Standard, extended, accessory-fit, campaign and fault-repair warranty concepts.
• Warranty claims data, state models, workflow, financial information, controls, reporting, reconciliation and audit concepts.
• The relationship between Warranty Management and workshop, repair, parts, technical assistance, concern management, product quality, finance and supplier processes.
• Product backlog and demand-management practices including intake, triage, refinement, prioritisation recommendations, sequencing, readiness and traceability.
• Product lifecycle, agile delivery, integration, testing, service transition, accessibility, privacy, cyber and governance fundamentals.
• Warranty, service and parts data, workflow, reporting and audit concepts.
• SaaS utilisation, licensing, forecasting, renewal and optimisation concepts.

Desirable knowledge

• Aftersales journeys including service booking, workshop preparation, diagnosis, repair, maintenance, warranty, parts, technical information and customer retention.

Relevant experience

• Experience as a Product Specialist, Product Analyst, Business Analyst, junior Product Owner or comparable role managing digital product demand.
• Practical experience with warranty, claims, aftersales, service, repair, supplier recovery or connected enterprise platforms.
• Experience shaping owner, retailer, workshop or technician journeys and working with Aftersales Operations or regional teams.
• Experience modelling business and system processes and translating approved policy/process needs into structured digital requirements.
• Experience coordinating vendors or system integrators through delivery, acceptance, knowledge transfer and operational handover.

Desirable experience

• Practical experience with Aftersales, service, workshop, warranty, parts, learning, provisioning or connected enterprise platforms.

10. Role summary
A transparent, prioritised and delivery-ready Warranty Management product portfolio that enables controlled and efficient warranty eligibility, claims processing, investigation, integration and recovery; maintains clear dependencies with adjacent Aftersales capabilities; and provides reliable evidence for product, delivery, operational and lifecycle decisions.
Product Specialist - Aftersales Warranty Product Management | Grade D