Job Description
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.