Warranty Administrator - Commercial Vehicles

Job Purpose

The jobholder is responsible for collecting, reviewing and submitting the required documentation to process warranty claims in line with Corporate policies and/or procedures laid out by the Principals. The role also involves ensuring payments for processed claims are received from the Principal on time and the parts replacement process conforms to set Warranty Guidelines. 
The jobholder acts as a mediator between the Principal manufacturer and the customer to make claims on any vehicle defects, occurring, typically, within the warranty period or make “good-will “exceptions post period as permissible

Job Responsibilities

• Conducts analysis of the Warranty versus the customer complaint and workshop diagnosis to ensure that warranty claim is justified before presenting it to the factory. This includes circulating factory notifications on guidelines for workshop repair and diagnosis as and when needed
• Understands and analyses the Warranty evidence in terms of claim coverage and outside it to facilitate the warranty claims’ acceptance and approval. 
• Guides the Service Advisor on claims’ acceptance to educate and provide appropriate feedback to customers. This includes responding to related queries, familiarising and providing guidance with technical manual and ensuring customers are furnished with a copy 
• Collects, scrutinizes and submits relevant documentation to the factory to ensure accuracy and timely processing of claims in compliance with Warranty policies and procedures. This includes identifying outstanding ageing claims, investigating causes for rejected claims,  rectifying errors related to documentation and/or otherwise and resubmitting them 
• Ensures the collection and appropriate tagging/coding and storage of defective parts to conform to Warranty guidelines. This includes consistently inspecting defective parts  in readiness for the parts audit carried out by the Factory Representative on a monthly basis
• Ensures all defective parts are scrapped as per Warranty policy guidelines. This includes preparing a list or parts to be scrapped. 
• Submits processed claims and monitors payments to ensure prompt payment from the factory. This includes reconciling credit notes and payments received with the recorded warranty value. 
• Submits claims payment report to Finance and justifies any payment variance to draw attention to non-warranty related reasons such as labour or parts overcharge
• Coordinates and prepares technical reports on product defects to provide feedback to the Principal to take the necessary actions. This includes handling or controlling the service recalls and measures process in view of safety to highlight any defects after the vehicle is released and help assigning incentives based on achieved target rate
• Uploads any new policy guidelines and procedures for handling claims to create continuous awareness and help resolve any key concerns (e.g. those related to GAP Warranty or permissible warranty extension in relation to vehicle age and mileage limitations)Comply with the company QMS requirements.
   

Job Requirements

Qualifications

• Secondary school
• Automotive certificate is mandatory

Experience

• 3 years in auto service centres handling job allotment of technicians 

Knowledge & Skills

• Mechanical — Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
• Customer and Personal Service:- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Public Safety and Security — Knowledge of relevant equipment, policies, procedures, and strategies to promote effective safety operations for the protection of technician and customer
• Time Management — Managing one's own time and the time of others.
• Troubleshooting — Determining causes of operating errors and deciding what to do about it.
• Active Listening:- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times 
• Establishing and Maintaining Interpersonal Relationships:- Developing constructive and cooperative working relationships with others, and maintaining them over time.
• Social Perceptiveness:- Being aware of others' reactions and understanding why they react as they do