Job Purpose:

To Assist in managing and oversee the processing of all warranty claims efficiently within Al Tayer Motors taking appropriate follow-up action to accomplish minimum possible cost while ensuring customer satisfaction is achieved in full alignment with the principles guidelines.

Roles and Responsibilities:

\xc2\xb7 Participate, as and when required, in the development of a policies and procedures framework for the Warranty function to effectively meet its objectives and targets, in line with the overall strategy and direction of the Group.

\xc2\xb7 Review and report, to the Warranty Manager After Sales, the effectiveness of such policies and procedures, to identify opportunities for continuous improvement.

\xc2\xb7 Prepare and report the annual plan to the Warranty Manager with total number of required internal reviews for all franchises based on warranty performance and manufacturer trends.

\xc2\xb7 Provide an input to the Warranty Manager on the dealers performance, invoicing quality, WIP aging and how to improve this internal process.

\xc2\xb7 Provide an input on methods to improve the overall customer experience and Net Promoter Score to help achieve better warranty services.

\xc2\xb7 Ensure all warranty claims are duly analysed to ensure that only the legitimate claims are processed and ensure the appropriate quality checks on cleared warranty claims have been done to minimize the error rate.

\xc2\xb7 Update the warranty team with all new manufacturers\xe2\x80\x99 policies, procedures and new regulations and ensure that the correct message has been delivered to all the relevant staff.

\xc2\xb7 Ensure Internal Warranty Self Audits are routinely carried for all franchises / locations and communicate the results with respective managers; facilitate an action plan for corrective measures and robust follow- up process.

\xc2\xb7 Monitor and report to Warranty Manager the performance and quality of handling warranty displace parts process and stock keeping level regularly.

\xc2\xb7 Report any new field service actions, recall and safety recall to Autoline, and ensure they have been utilized properly by the line operations.

\xc2\xb7 Present Key Performance Indicators (KPIs) through daily, weekly, monthly reports, monitor the performance & take effective measures to achieve targets.

\xc2\xb7 Prepare a training need analysis for all warranty staff and ensure that all required training have been identified and has been reported as part of their Individual Development plans.

\xc2\xb7 Implement and tailor new reporting systems as required to closely monitor warranty outstanding (weekly/Monthly) using Autoline and having the correct.

Key Selection Criteria:

\xc2\xb7 Diploma or Graduate Degree in engineering (Mechanical/technical) discipline.

\xc2\xb7 Minimum 5 to 7 years\xe2\x80\x99 experience in the automotive industry, preferably within an after sales role or within an automotive warranty department managing warranty or customer support operations.

\xc2\xb7 Should have good organizational and planning abilities including the ability to deal with/work under pressure and tight deadlines.

\xc2\xb7 Excellent/high level networking skills to build and maintain relationships with key accounts and Principals.

\xc2\xb7 Ability to communicate effectively and have excellent negotiation skills.

\xc2\xb7 Ability to lead, develop and motivate teams.

Additional Information

Al Tayer Group