Warranty Controller & Liaison at UD Trucks

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 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.
• Conduct all dealer warranty training to network.
• Kuzer warranty claim adjudication.
• Kuzer invoicing and payment.
• To assist dealers from a technical perspective to ensure maximum uptime of all trucks.
• To log dealer’s requests for assistance in a register to identify training needs.
• To keep a record of costs incurred (travel, accommodation) when assisting dealers.
• To assist dealers in diagnosing faults and hands on training but not do the job for them.
• To liaise with the dealer network collecting data on quality issues with the product
• To compile failure reports to indicate the extent of the problem in the market and determine the frequency and cost of the specific problem.
• To create Market Quality Reports on high frequency failures to inform the manufacturer of possible product related problems.
• To apply for campaigns to address high frequency failures ensuring that customers and compensated for product related problems.
• To create technical bulletins for problems associated with the local market ensuring that dealer needs are met.

Minimum qualifications and experiences

Qualification

• Grade 12 or equivalent.
• Qualified Diesel Technician/Mechanic (N3) – Compulsory
• Road Transport Qualification (Advantageous)
• Service Technician/Workshop Foreman experience.
• 5 years’ experience in After Market Service environment (preferably – Commercial Vehicle) as a technician.

Skills

• Autonomy:Work without supervision
• Initiative:Carry out objectives without being asked
• Technical
• Attention to detail.
• Perfectionism
• Diagnosing
• Good communication skills (written and verbal)
• Plan and organize daily operations,
• Good people skills, on all levels. (Internal & external).
• Attention to detail.
• Computer literacy (MS Office: Excel (Intermediate); MS Word (Intermediate),
• Technical Innovation