Written by Maud on 2010-01-09
•Serve as the primary contact for dealer technical and warranty inquiries.
•Identifying areas to improve service technical quality with respect to workshop and reception processes.
•Ensure workshop and reception have the appropriate infrastructure and trained staff to perform quality technical service.
•Improve quality of repair to highest level possible, support dealer management in identifying relevant action plans, and monitor execution.
•Review and approve trade-in assist decisions. Reduce warranty waste.
•Ensure and monitor compliance by dealers with minimum training standards and service certification targets.
•Proactive approach in identifying areas to improve service technical quality with respect to workshop or reception processes
•Ensure use of proper strategy based diagnosis (SBD), diagnostic and special tools, and technical material by technicians.
•Provide specific technical input for development and execution of 5-year business plan/2-year operating plan.
•Ensure workshop and reception have the appropriate infrastructure and trained staff to perform quality technical service.
•Ensure workshop and reception are prepared to deliver a high-quality check-in process
•Ensure workshop and reception are prepared to deliver a high handover process
•Achieve targets, work with dealer management to analyze comebacks and conduct root cause analysis, along with monitoring execution of relevant action plans.
•Improve quality of repair to highest level possible, support dealer management in identifying relevant action plans, and monitor execution.
•Work closely with the Technical team in solving and/or escalated Technical issues facing workshop or reception.
•Ensure availability for diagnostic and special tools for all applicable models (including new model launches), evaluate and report proper calibration and condition.
•Ensure and monitor compliance by dealers with minimum training standards and service certification targets.
•Ensure dealer compliance with the implementation of company service technical standards in workshop, reception, and other related service department activities.
•Ensure dealer’s compliance to company Service Policies and Procedures.
•Encourage dealer to conduct effective internal training for workshop and reception personnel.
•Provide on-site support to ensure proper SBD and communication with Technical team.
•Ensure that campaign procedures are properly set and campaign completion rate meets the objectives.
•Ensure dealer’s warranty administration processes and performance indicators meet/exceed the set regional standards and drives for continuous improvement.
•Ensure dealer’s compliance to company Service Policies and Procedures.
•Reduce claim rejection rates and improve timely submission of claims.
•Achieve targets, warranty waste reduction targets, and manage goodwill claims usage.
•Ensure dealer’s compliance with ‘Targeted Program’ guidelines and authorize claims.
•Ensure dealer’s compliance with courtesy vehicle program guidelines and proper budget utilization.
•Approve warranty replacement parts scrapping and storage.
•Monitor dealer warranty performance including repair order closing and overage claim days, top 20 labor operations, warranty expense tracking, excessive goodwill usage, excessive Other Labor Hour (OLH) usage.
•Reduce warranty waste.
•Monitor and report market conditions with respect to warranty labor rates.
•Review and approve trade-in assist decisions.
•Work closely and cooperatively with the Call Centre team on solving outstanding and escalated technical cases, in addition to analyzing cases involving quality of repair, write-up, or product.
•Perform product liability investigations