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Warranty Advisor /Service Advisor, Tipperary
Client: RBK
Location: Tipperary
Job Category: Other
EU work permit required: Yes
Job Reference: 1aed3789bb5a
Job Views: 154
Posted: 21.01.2025
Expiry Date: 07.03.2025
Job 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.
* 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.
* 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.
* 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.
* 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.
* 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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