Warranty Advisor

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.

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