Warranty - Complex Case Handler
WARRANTY - COMPLEX CASE HANDLER
SCOPE OF RESPONSIBILITY:
All complex cases and warranty claims
PURPOSE OF THE POSITION
To follow through, estimate, and arrange any follow up work identified by engineers at time of scheduled/breakdown events. To effectively recharge all warrantable parts and labour to OEM manufacturers on behalf of our customer. To ensure timely return of all failed parts from our engineering workforce
ESSENTIAL JOB FUNCTIONS
Once estimated and authorised by customer, liaise with OEM/parts department to ensure accurate ETA of parts . At times these parts would be manufactured to vehicle specific with extended ETA of parts , on these occasions fully update and communicate with customer managing expectation . In case of long ETA escalate to BU management to follow through with OEM or look at alternatives to be enable delivery of an exceptional customer experience.
Invoice completed work on day of completion and at pre-agreed price for work done
Ensure customers are updated and communicated with throughout the life of the job
Using dynamic resource scheduling after authorisation and receipts of parts effectively plan and book work in. Always striving to ensure efficiency of engineering resource is obtained on behalf of the business. Use of overtime is only used when such cases are rechargeable to the end user
Ensure all repairs or advisories found on service are followed through and carried out.
Responsible for ensuring timely and accurate recharge of warrantable parts and labour
Ensure timely and accurate return of failed parts to appropriate location, ensuring parts returned are clearly tagged and packed for return
Processing warranty claims on the Manufacturers’ accounts or system including dealing and checking payments
Escalate consistent failure by engineers to retain & return parts to business unit management
Where claims are subject to time limits such as TK (35 days) ensure that all claims are processed and returned within this allotted time
Challenge or escalate any rejections from OEM to BU management to challenge or process a sympathetic warranty case. If there is no recourse to the manufacturer ensure all rejected cases are recharged to the end user with OEM rejection reasons
Be proactive in recognising trends that are occurring within OEM parts failures and escalating to BU management to proactively work with OEM and customers alike at reducing failures
Ensure that all queries and tasks are dealt with efficiently and with professionalism.
Update and maintain relevant KPI data for warranty and supply to management when required
Ensure Service Centres are updated with part return requests from the manufacturer.
Update service personnel with manufacturer bulletins and rework lists
To perform other duties appropriate to the general character of the position, as required.
Ensure adherence to company procedures in line with Company policies, Health and Safety procedures and ISO 9002 quality standards.
IT (Microsoft Office) packages
Minimum of 2 years in similar role
Experience in dealing with managing complicated and ongoing industry related jobs and tasks, including planning and proactively chasing and achieving results
Experience in warranty processes and proven track record dealing with warranty claims
Extensive experience in dealing with external and internal customers at all levels
Knowledge and Skills:
IT literate (Microsoft Office)
High level of accuracy
Excellent communication skills
Meeting deadlines, task orientated, prioritisation
Working under pressure
Knowledge of the transport/refrigeration industry
Ability to think on their feet
Calm under pressure
Mechanical / Engineering knowledge preferred
Two people required, one 4 on 4 off, 12 hour shift 6am till 6pm and the other Monday to Friday 8am-5pm.
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