WARRANTY CLERK & I2C - WILLIAMS HUNT THE GLEN - The Glen
(2022-02)
- WARRANTY & COSTING-AS LISTED
- JOB CARD AUDITS
- CREDIT NOTES
- MOBILITY REQUESTS WITH CUSTOMER CARE
- DAILY WIP WITH SERVICE ADVISORS & CASH WITH CASHIER
- BACK-UP SERVICE ADVISOR, BOOKINGS AND CASHIER
WORKSHOP CONTROLLER & WARRANTY CLERK - CMH HONDA & MITSUBISHI THE GLEN - The Glen
(2017-05 - 2020-02)
Controller role is one of the busiest and most pressurized roles within the Dealership. This role consists of handing out work to Vehicle Technicians to ensure smooth running of the workshop. The role holder will also liaise with the Service Department, and to be on hand to answer any queries from other departments and our customers. The role is responsible for ensuring all incoming work is planned then managing the time and resource.
The Workshop
Controller assigns technicians to tasks ensuring productivity is maximized and that deadlines are adhered to. As line manager for technicians the role holder is responsible for performance management, coaching and development of the team. Quality checking, ordering of parts, audit and compliance as well as health and safety are also important elements of this role. This role is also Customer facing and may include road tests and managing query resolution. As with all positions within dealerships, Workshop Controllers are expected to uphold the highest ethical standards.
- Customer Satisfaction (CSI): To assist management in implementing and maintaining effective processes to achieve the highest possible customer satisfaction levels in excess of the manufacturer national average
- Generating Gross Profit: To deliver gross profit in line with the business plan by maximizing the number of hours sold, driving revenue per transaction, ensuring 100% adherence to the VHC process and motivating product sales
- Workshop Loading: To distribute and control the issue of work to the Technicians to maximize quality and overall efficiency
- Supervising the Team: To lead, motivate, coach and develop the team to achieve their daily objectives
- Parts Liaison: To ensure a strong relationship is maintained with the parts department to maximize parts availability
- Documentation Quality: To ensure the accurate completion of all relevant documentation for each repair
- Manufacturer Franchise Warranty Standards: To ensure that the manufacturer's warranty standards are adhered to at all times
- Health and Safety: To ensure that a safe working environment is maintained in line with the Company's Health & Safety policy and that general housekeeping and appearance are maintained at a high standard
- Negotiate and agree all targets and Key Performance Indicators to deliver the required results from the workshop
- Allocate work to Technicians as appropriate, to ensure the smooth running of the workshop and the most profitable customer-focused results
- Liaise with the Service department, and provide technical advice to colleagues and customers
- Ensure all incoming work is planned and managed effectively
- Communicate effectively with colleagues and customers as part of delivering an exceptional customer experience
- Manage, coach and support the technical team
- Ensure robust quality checks, stock maintenance and management, audit and compliance, and Health & Safety in line with company policies and protocols
- Process all warranty claims in a timely manner, as the repair orders are closed
- Review and process all returned/rejected/adjusted warranty claims, track each claim until its final resolution
- Book the appropriate technicians for the hours earned on the operations performed
- Check each repair order against the vehicles' service history to avoid processing duplicate claims or submitting claims for shop comebacks
- Contact the appropriate warranty claims representative regarding any claims requiring additional authorization or for claims requiring special assistance
- Maintain a record of all claims submitted, returned/rejected, or paid and their current status
- Manage manufacturers and after-market warranty company policies and procedures
- Establish and maintain positive and productive relationships with the manufacturer's representatives and the representative of any aftermarket company with which the dealership conducts business
- Identify exceptional cases which may result in special agreements with the manufacturer and complete the required documents and follow up
- Maintain warranty receivable schedules and reconcile credit memos daily
- Close repair orders (warranty, PDI and internal) daily
- Refund customers via work order or check as applicable
- Ensure all aspects of the warranty process are fulfilled within audit requirements
- Reviews claims exceeding the time frames prescribed by the manufacturer which are not processed in the regular manner
- Processes and authorizes transit claims, ensuring all required documentations and photographs are obtained and attached to each service invoice
- Keeping track of all warranty parts by noting the repair order number, date of replacement and date on which part may be disposed
- Provide a daily report to the Service Manager regarding claims status
- Monitor the use of special warranty programs for diagnosis time, straight time repairs, etc. for abuse by the service sales and/or technical staff
- Reviewing and distributing campaigns, product recalls and bulletins daily via the dealer/manufacturer communications portal
- Work in a fast-paced environment with constant interruptions
- Work closely with shop fore men, service manager, tower operator, technicians and service advisors
- Requires accuracy, attention to detail, and clear communication with other team members and departments in the dealership
- Requires the continuous updating of technical knowledge by reading service bulletins and consulting with technicians
- Warranty store room up to date with aging and current parts
- Destroying parts as per headoffice request
- Labeling parts and special tools
- Daily DP Dashboard Report (on a excel graph that calculates daily workshop sold and worked hours, service advisor target, current and backend to keep them updated and on track)
- Workshop scorecard
- Workshop annual Budget (Assignment done, but was able to practice with workshop manager)
- Workshop head count and summary report
- Workshop benchmarks
- CSI weekly reports (go through with workshop manager and service advisors to see where we can improve and implement)
- Job Card audits (cash, warranty, maintenance, internal and PDI) daily as all job cards start and end with me
- Workshop financial pack
- Technical performance / Efficiency Report (Technician hours worked, idle time and productivity)
- Backend Report (calculate and report on DP Dashboard what service advisors sold w/alignment, skimming, aircon regas, flushes & )
- Hours per car / job (upselling on addition work to a sum of 2.5 hours)
- Daily workshop control figures (Month to date figures daily, cars booked, worked, sold hours and efficiency)
- Workshop oil reading and consumables needed
- Disciplinary Process
- Employee guide to the CMH Group
- CMH Vehicle damage / theft claim
- Registration process
- Training Policy and procedures
- Terms and conditions of employee
- Staff requisition form
- Leave and Absence
SERVICE ADVISOR - CMH GM EAST RAND - East Rand
(2016-09 - 2017-05)
- SERVICE ADVISOR LISTED BELOW
SERVICE RECEPTION - BARONS BRUMA VOLKSWAGEN (BARLOWORLD) - Bruma
(2006-05 - 2006-09)
- WELCOMING OF CUSTOMERS
- TELEPHONIC VEHICLE BOOKINGS
- PREPARING JOB CARDS & T CARDS
- CONTROL OF WORKSHOP COURTESY VEHICLES
- PETTY CASH & ASSISTING SERVICE ADVISORS WHERE NECESSARY
- BATCHING INVOICES
SERVICE ADVISOR - AUDI CENTRE BRUMA (BARLOWORLD) - Bruma
(2006-10 - 2008-06)
- BOOKING IN OF VEHICLES EVERY MORNING
- CHECK IN VEHICLES
- CUSTOMER UPDATES
- CSI UPDATES
- WORKSHOP CONTROL SHEET UPDATE
- SPREAD SHEET FOR WORKSHOP
- PARTS ORDER & FOLLOW UP TO CUSTOMERS
- CHECKING OF VEHICLE HISTORY & WARRANTY STATUS
- CUSTOMER FOLLOW UP REGARDING PROGRESS OF VEHICLE IN WORKSHOP & AUTHORIZATION
- ONE ON ONE ADVISING OF VEHICLE REPAIRS, SERVICES, WARRANTIES & MAINTENANCE
- HAND OVER OF VEHICLES WHEN READY FOR COLLECTION
- COSTING OF JOB CARDS WHEN TECHNICAL WORK PROCESSED
- HAND OVER VEHICLE & INVOICES (WITH DETAIL OF WORK CARRIED OUT)
- WORK HAND IN HAND WITH FLEETS FOR AUTHORIZATIONS FOR REPAIRS CARRIED OUT
- ALL ARE DONE TELEPHONICALLY &/ ONLINE
- COURTESY CALLS & FOLLOW UP AFTER VISIT
- ORGANIZING OF WORKSHOP TEAM BUILDING AND EVENTS
SERVICE ADVISOR - EXPRESS MOTORS RUSTENBURG - Rustenburg
(2008-09 - 2009-02)
SERVICE ADVISOR - GLOBAL NISSAN SINOVILLE - Sinoville
(2009-07 - 2009-12)
CUSTOMER SERVICE OPERATOR - GAUTRAIN (BOMBELA OPERATING COMPANY)
(2010-05 - 2010-07)
SALES & DISTRIBUTOR RELATIONS (front line) - HERBALIFE INTERNATIONAL SA
(2011-01 - 2011-06)
Have taken all Reception responsibilities when necessary- managing of Managers meetings, switchboard of up to 30 lines, taking massages, welcoming of clients, filing, deliveries, announcements etc
SERVICE ADVISOR & COSTING CLERK - HYUNDAI BEDFORDVIEW - Bedfordview
(2012-01 - 2013-03)
SERVICE ADVISOR & COSTING CLERK - HYUNDAI MIDRAND - Midrand
(2013-07 - 2014-06)
