Job Description

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: · 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. · Review and report, to the Warranty Manager After Sales, the effectiveness of such policies and procedures, to identify opportunities for continuous improvement. · 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. · Provide an input to the Warranty Manager on the dealers performance, invoicing quality, WIP aging and how to improve this internal process. · Provide an input on methods to improve the overall customer experience and Net Promoter Score to help achieve better warranty services. · 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. · Update the warranty team with all new manufacturers' policies, procedures and new regulations and ensure that the correct message has been delivered to all the relevant staff. · 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. · Monitor and report to Warranty Manager the performance and quality of handling warranty displace parts process and stock keeping level regularly. · Report any new field service actions, recall and safety recall to Autoline, and ensure they have been utilized properly by the line operations. · Present Key Performance Indicators (KPIs) through daily, weekly, monthly reports, monitor the performance & take effective measures to achieve targets. · 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. · Implement and tailor new reporting systems as required to closely monitor warranty outstanding (weekly/Monthly) using Autoline and having the correct. Key Selection Criteria: · Diploma or Graduate Degree in engineering (Mechanical/technical) discipline. · Minimum 5 to 7 years' experience in the automotive industry, preferably within an after sales role or within an automotive warranty department managing warranty or customer support operations. · Should have good organizational and planning abilities including the ability to deal with/work under pressure and tight deadlines. · Excellent/high level networking skills to build and maintain relationships with key accounts and Principals. · Ability to communicate effectively and have excellent negotiation skills. · Ability to lead, develop and motivate teams. Schedule: Shift: