WARRANTY CLERK at WILLIAMS HUNT THE GLEN (2022-02 – Present)
Permanent position handling warranty and costing for multiple vehicle brands.
- Manage WARRANTY & COSTING for ISUZU, PEUGEOT, CITREON, OPEL, JEEP, ALPHA, GEELY, CHEVROLET AND FIAT
- Conduct JOB CARD AUDITS
- Process CREDIT NOTES
- Handle MOBILITY REQUESTS WITH CUSTOMER CARE
- Manage daily WIP with SERVICE ADVISORS & CASH with CASHIER
- Provide BACK-UP SERVICE ADVISOR support
- Manage BOOKINGS and CASHIER functions
WORKSHOP CONTROLLER & WARRANTY CLERK at CMH HONDA & MITSUBISHI THE GLEN (2022-02)
Workshop Controller Responsibilities: Handled one of the busiest and most pressurized roles within the dealership, managing work distribution to Vehicle Technicians, liaising with Service Department, planning incoming work, managing time and resources. Responsible for technician task assignment, performance management, coaching and development, quality checking, parts ordering, audit and compliance, and health and safety. Customer-facing role including road tests and query resolution.
Warranty Clerk Responsibilities: Processed all warranty claims, reviewed and processed returned/rejected/adjusted claims, booked appropriate technicians, checked repair orders against service history, contacted warranty representatives, maintained claim records, managed manufacturer and after-market warranty policies, established relationships with representatives, identified exceptional cases, reconciled credit memos, closed repair orders, processed refunds, ensured audit requirements, processed transit claims, tracked warranty parts, provided daily reports, monitored special warranty programs.
- Customer Satisfaction (CSI): Assist management in implementing and maintaining effective processes to achieve highest possible customer satisfaction levels in excess of manufacturer national average
- Generating Gross Profit: Deliver gross profit in line with business plan by maximizing hours sold, driving revenue per transaction, ensuring 100% adherence to VHC process and motivating product sales
- Workshop Loading: Distribute and control work to Technicians to maximize quality and overall efficiency
- Supervising the Team: Lead, motivate, coach and develop team to achieve daily objectives
- Parts Liaison: Ensure strong relationship maintained with parts department to maximize parts availability
- Documentation Quality: Ensure accurate completion of all relevant documentation for each repair
- Manufacturer Franchise Warranty Standards: Ensure manufacturer's warranty standards adhered to at all times
- Health and Safety: Ensure safe working environment maintained in line with company policy with high standard housekeeping and appearance
- Negotiate and agree all targets and Key Performance Indicators to deliver required results from workshop
- Allocate work to Technicians to ensure smooth running of workshop and most profitable customer-focused results
- Liaise with 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 exceptional customer experience
- Manage, coach and support technical team
- Ensure robust quality checks, stock maintenance and management, audit and compliance, and Health & Safety in line with company policies
- Process all warranty claims in timely manner as repair orders are closed
- Review and process all returned/rejected/adjusted warranty claims and track each claim until final resolution
- Book appropriate technicians for hours earned on operations performed
- Check each repair order against vehicles' service history to avoid duplicate claims or shop comebacks
- Contact appropriate warranty claims representative regarding claims requiring additional authorization
- Maintain 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 manufacturer's representatives
- Identify exceptional cases which may result in special agreements with manufacturer
- 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 warranty process fulfilled within audit requirements
- Review claims exceeding time frames prescribed by manufacturer
- Process and authorize transit claims with required documentations and photographs
- Keep track of all warranty parts by noting repair order number, date of replacement and disposal date
- Provide daily report to Service Manager regarding claims status
- Monitor use of special warranty programs for diagnosis time and straight time repairs
- Review and distribute campaigns, product recalls and bulletins daily
- Work in fast-paced environment with constant interruptions
- Work closely with shop foremen, service manager, tower operator, technicians and service advisors
- Maintain accuracy, attention to detail, and clear communication with team members
- Continuously update technical knowledge by reading service bulletins and consulting with technicians
- Keep warranty store room up to date with aging and current parts
- Destroy parts as per head office request
- Label parts and special tools
