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Aftersales and Warranty Engineer
4 weeks ago
Aftersales & Warranty EngineerLocation: UK-based, with regular travel across the UK & EuropeContract: Full-time PermanentReports to: Head of OperationsAbout PureAt Pure, we’re driven by a vision of a cleaner, healthier future. Imagine a world less reliant on cars, with cleaner air and less congestion - we’re working to make that a reality. Our mission is to reduce society’s dependence on cars, cut air pollution, and ease urban congestion through our range of electric scooters.The RoleWe’re looking for a commercially minded, technically capable Aftersales & Warranty Engineer to take full ownership of Pure’s warranty process. You’ll define and enforce our warranty standards, validate and audit claims, and work closely with partners across the UK and Europe to ensure consistency and compliance.This role sits at the intersection of engineering, operations, and commercial impact — protecting product reliability, brand reputation, and margin. You’ll use data-driven insight to spot patterns, challenge processes, and drive down avoidable costs, all while collaborating closely with Quality and Engineering to make our products even better.If you enjoy structured, evidence-based problem-solving that balances customer care with commercial discipline, this is the role for you.What You’ll DoWarranty Governance & ComplianceOwn and maintain the warranty policy, standards, and criteria — adapting for local markets as required.Ensure all partners, repair centres, and internal teams fully understand and adhere to warranty standards.Validate incoming claims, approve or reject based on evidence, and act as decision-maker for escalations.Conduct audits and reviews of distributors and repair partners to maintain compliance.Process Improvement & Cost ReductionOwn the end-to-end warranty workflow — from claim initiation to resolution and invoicing.Continuously refine processes to reduce ambiguity, cost, and turnaround time.Analyse failure and cost data to identify trends, root causes, and opportunities for improvement.Partner with Engineering and Quality to address systemic issues and eliminate repeat failures.Technical Investigation & EscalationInvestigate high-cost or high-frequency failures, determining root cause and accountability.Collaborate with internal teams to classify issues as misuse, wear, design weakness, or supplier fault.Escalate verified design or manufacturing issues and follow up on corrective actions.Commercial Reporting & InsightsTrack warranty costs by SKU, platform, and distributor, identifying cost leaks and performance gaps.Present regular reports on warranty trends, cost performance, and improvement outcomes.Use commercial insights to drive measurable reductions in warranty cost and failure rates.Partner Engagement & TrainingBuild and maintain strong relationships with service partners across the UK and EU.Train and support distributors on new policies, evidence requirements, and best practices.Challenge and influence partners constructively to ensure accuracy and compliance in claims.Documentation & Knowledge SharingFeed insights into technical documentation, repair guides, and service bulletins.Ensure learnings translate into improved documentation — preventing repeat queries and costs.What You’ll BringEngineering/technical experience.Strong analytical mindset with a structured approach to decision-making.Confidence in challenging stakeholders and saying “no” when claims don’t meet criteria.Excellent communication and relationship-building skills.Hands-on technical curiosity — comfortable investigating physical parts and data.A detail-oriented, organised approach with a drive for measurable improvement.Willingness to travel regularly across the UK and Europe.Why This Role MattersThis role plays a vital part in protecting Pure’s brand and product reliability. You’ll combine technical expertise, commercial understanding, and operational discipline to reduce warranty costs, improve product quality, and strengthen our reputation for excellence. If you’re passionate about engineering rigour, process improvement, and making a measurable impact — we’d love to hear from you.What We Offer: Competitive salary Bonus scheme and performance incentives 25 days annual leave + bank holidays Pension scheme Employee discounts on Pure products Health and wellbeing support Career development and progression opportunities Flexible working arrangements
