JOB PURPOSE:

Supervise that warranty and recall process are carried out to the highest standards of quality to ensure customer satisfaction as well as departmental profitability. 

KEY RESULTS AREAS / DELIVERABLES AND KEY ACTIVITIES:

Recall Supervision

• Supervise in recording, checking and processing all the claim information in line with manufacturer warranty procedure.
• Monitor all manufacturer recall and enhancement programs and ensure adherence to warranty audit requirement.
• Monitor and investigate unsettled and short paid claims and take the appropriate measures.
• Supervise record and control the system for parts returns and inspections.
• Control the warranty system in order to avoid the risk of loss to the company.
• Reconciling all warranty receivables and working with accounting department to obtain payment.
• Supervise all warranty jobs are carried out as per manufacturer warranty policy.

Activities

• Coordinate with the Parts department to ensure the availability of warranty and recall parts required.
• Liaise with Service Advisor to follow up and achieving recall targets.
• Coordinate with Warranty Administrator for getting manufacturer approval for any warranty repairs.
• Ensure to maintain all service and customer records as required by manufacturer.

Delivery

• Supervise warranty repair process are running as per dealer standard and report to workshop manager if any measurement has to be taken to improve service process.
• Help to ensure high customer satisfaction level in respect of warranty work performed.
• Ensure that correct charges are made as appropriate on goodwill claims.
• Provide appropriate guidelines to Warranty Administrator for resubmitting the rejected claims with the proper correction.
• Monitor and prepare warranty reports and submit to the management.

Support:

• Circulate new and up-to-date warranty information and literature for new vehicles and repair procedure.
• Update technical information/TSB/Recall and pass the same to the technicians.
• Liaise with dealer operation manager to ensure that explanation are given for work undertaken where appropriate and assist the manufacturer’s warranty auditor in reviewing the dealership records.

Management

• Lead and motivate the employees towards team solidarity and exemplary performance in order to maximize productivity and harmony.
• Share knowledge, experience and advice to the technical team and provide feedback, guidance and assistance.
• Provide inputs for staff appraisals to assess and improve employee’s effectiveness in meeting current and future needs of the team.
• Ensure that all technicians in their team are up to date on all trainings given by the Division.
• Orient new technicians (from work hours and use of equipment to job expectations and procedures) to familiarize them with work surroundings.
• Coach and develop the job related skills of technicians to facilitate improvement of their job performance.

Ad Hoc Activities

• Carry out other tasks and activities as and when requested by Management, within the context of the Division’s scope and requirements.
• Carry out instructions or request on time and within the satisfaction of the requestor.
• Provide assistance to teammates in case of problems without sacrificing their own work.
• Carry out other tasks and assignments, besides the roles and responsibilities defined above, as assigned by the Division Management.

Skills

EDUCATION:

• Engineering Graduate
• Training & Certificates – dealer standards.

EXPERIENCE:

• 5 years relevant work experience in Automobile field.

COMPETENCIES:

• Technical knowledge.
• Able to maintain good relationship with staff.
• Good communication skills in English.
• Good attention to details.
• Excellent Customer Service Skills
• Ability to access and pass information to other staff and to log the information onto paperwork and working documents.
• Good interpersonal skills
• Smart and well presented in appearance and with good personal hygiene.