Warranty Advisor - Tipperary, Ireland - RBK

Description

Cleary Motors: Warranty Advisor/Service Advisor:

Cleary Motors are recruiting an experienced Warranty Advisor/Service Advisor to join their expanding aftersales team.

Role Purpose:

• To maintain Warranty paperwork and adhere to brand Warranty standards.
• To deal with customer requirements for service and repair in an efficient and courteous manner to ensure the highest standard of Customer Service.
• To organise the loading of the workshop in an efficient manner to ensure efficient utilisation of workshop capacity.
• To carry out customer follow up and prospecting activities to maintain and build the volume of work within the workshop and provide the sale of accessories and parts.

Detailed Responsibilities:

Warranty Advisor

• Process all claims on the appropriate systems.
• Update warranty register - note all claims submitted and credit received.
• Apply for goodwill/prior approval authority codes when necessary
• Monitor all claims - correct and liaise with manufacturers if necessary.
• Notify Parts Department of returnable parts.
• Discuss all rejected claims with Aftersales Manager.
• Discuss any shortfalls/over-payments with Aftersales Manager.
• Carry out documented self-auditing every quarter; discuss findings and remedial action to be taken with Aftersales Manager.
• In the event of a recall, contact all customers listed on Recall Register. Follow up when necessary and update register on completion.
• Compilation and preparation of monthly reports
• Used Car Warranty
• Estimated Appraisal Costs V's Actual Costs
• Actual Reconditioning Cost V's Estimated Carried Forward

Service Advisor

• To make customer bookings and plan customer arrival times (where possible), enter all details on car regarding customer details, billing, payment and any special car details.
• Check for recalls
• To establish customer's onward travel arrangements and offer Service Loan Car facility or courtesy transport. Notify customers of pick up points and collection times of courtesy bus.
• Organise loan car insurance.
• Load the workshop accurately using agreed standard times and Kerridge System.
• Greet all customers at Reception and agree on customer's service and repair requirement including:
• Road tests and physical inspections where necessary.
• Deal with customers in a courteous, efficient and considerate manner.
• Promote the sale of accessories and clothing.
• Complete Repair Orders and inform customers of approximate prices, delivery times and method of payment.
• Take responsibility for customer vehicles, keys and workshop parking.
• Monitor progress in workshops to ensure promised delivery times are met.
• Notify and obtain customer/fleet company approval for additional work required.
• Present completed vehicle to customer personally, advising of future service or repair priorities and ensuring customer satisfaction with work carried out.
• Present invoices for payment providing explanation of charges and warranty/goodwill procedures where required.
• Maintain Customer Record Files and Repair Order Register on a daily basis to ensure accurate analysis of Aftersales Department activity.
• Maintain a customer contact system including:
• Making contact with customer during the week following service or repair work to ensure satisfaction with work carried out. (Customer Service follow-up)
• Giving customers regular updates on progress of goodwill claims.
• Follow-up of customers not seen for long periods to demonstrate continued interest in their requirements.
• Check and answer e-mail / postal correspondence.
• File workshop documentation.
• Write up estimates if required for both mechanical work & body work- process & submit to customer.
• Order any special parts required for work to be carried out on the day of booking. If more parts are needed in the course of work - order parts & rebook customer at earliest convenience. If car is off the road, organise substitute car making sure insurance is transferred.
• Process all job-cards same day. Close Job Cards
• Keep cashbook updated daily.
• If lease cars are attended to in other centres - take note of works carried out and issue order numbers for any maintenance work. Book substitute cars where necessary.
• Contract Hire Invoices (Z15)
• Maintain high standards of housekeeping in all customer contact areas
• Process Sublet Invoices
• Organise and contact Used Car Warranty Approval
• Where agreements have been made, organise Driver to collect and return cars to customers in other counties.
• Have a clear and complete understanding of manufacturer's requirements in the administration of day to day warranty and audit requirements.
• Maintain systems and procedures in line with Aftersales Department's operating standards.
• Ensure repair order documentation is fully and correctly completed and follows requirements defined by manufacturers, make Aftersales Manager aware of any ongoing omissions.
• Allocate credit notes on Kerridge system
• Maintain Service Reception posters, leaflets, displays etc. to promote Aftersales Department and brand image, including the standard of housekeeping.
• Maintain reference material: handbooks, brochures, accessory manual in Reception for customer enquiries.
• Maintain and improve personal Product and Technical knowledge through Information bulletins, magazines, etc., and attending training courses as agreed with Aftersales Manager.
• Maintain up to date knowledge of Warranty and Goodwill procedures of the brand and dealership to ensure claims are processed fairly and as quickly as possible.

Relationships:

To maintain relationships with the following in order to facilitate the achievement of Dealership goals:

• Direct Relationships: Aftersales Manager, Master Technician, Technicians, Apprentice Technicians, Franchise Warranty Personnel
• Indirect Relationships: Sales Manager and their staff, key brand staff.

Limits of Authority:

• Not to exceed capacity workshop in schedules such as to endanger customer goodwill.
• Not to authorise additional work unless approved by the customer on both price and for return of vehicle.
• Not to agree discounts, guarantee and goodwill claims outside agreed policies without approval of the Aftersales Manager.