Quality & Warranty Controller at UD Trucks

Job Overview

• UD Trucks is known for our pioneering technologies and products within the commercial automotive industry. This position will adjudicate claims from the dealer network to the market company to ensure that claims are aligned with the manufacturer’s warranty terms and conditions and measure and improve the quality of claims from the dealer network to the market company by means of KPI’s, reports and training.

Responsibilities And Duties

• To analyze claims to ensure that they meet the Manufacturer’s terms and conditions
• To adjudicate claims in a manner that is responsible, fair and reasonable to the dealer and the manufacturer
• To return claims that do not meet terms and conditions to the Dealer network for further action or correction
• To assist dealers requesting assistance with claim corrections
• To reject claims that are in contradiction to the Manufacturer’s terms and condition
• To alert the line manager regarding high-cost claims pending rejection
• To grant new dealers and administrators access to the relevant warranty systems
• To produce training material required for training of the dealer network
• To carry out training for new and existing dealers and administrators onsite and at conferences
• To carry our regular audits of the Dealer network (2 per major dealer, 1 per minor dealer) to ensure claim quality and identify training needs to address high claim rejections/corrections
• To alert line manager of any costly audit rejections that are pending
• To identify any risk factors, and ensure that the relevant stakeholders are made aware thereof, and corrective actions taken to mitigate against risks to the business
• To identify high failure rates on vehicles and bring such to the attention of the PQEs for improvement
• To receive goodwill requests from the dealer network, check compliance, obtain necessary signatures and process
• To produce monthly financial dealer payment reports at the end of the month and submit to finance
• To produce monthly top 10 technical & warranty failure reports in terms of frequency and submit to department administrator in the first week of the new month for the previous month
• To manage the Warranty Support group mailbox
• To continuously liaise with the Dealer network and Manufacturer to facilitate the reaching of mutual business objectives
• Writing and publishing of bulletins to dealers.
• Conduct all dealer warranty training to network.
• Kuzer warranty claim adjudication.

KPI’s

• Claim quality >80%
• Claim processing time <7 days
• Invoicing of UCHP claims once a week.
• Credit run at month ends
• Kuzer monthly credit run
• Kuzer invoicing and payment
• To manage the Argus case support
• Campaign monitoring

Minimum Qualifications

• NQF Level 4 minimum
• Automotive Trade Test Diploma (Technical Diploma) – Qualified Diesel Technician.

Experience:

• Experience in Franchised Truck Motor Workshop
• Commercial vehicle repairs experience – 5 years
• In-depth Root cause analysis – 5 years
• Fully computer literate including literacy MS Office and Outlook.
• Report writing skills are a requirement.
• Experience at a UD Dealership will be advantageous