About this role
Job Summary • Manage implementation of warranty and goodwill policies • Monitor Warranty objectives and targets achievements • Conduct Warranty and Job Control training • Ensure that claim and parts handling procedures are in place and continuously improved • Performs Warranty and Job Control Audits in coordination with IAD. • Answer questions and progressing complaints from branches, in matters concerning service and warranty. • Follow-up Warranty activities and campaigns ordered by the manufacturers and ensure that they are carried out in a correct way and within the specified time limit. • Ensure that the Service requirements in the branches are in order to provide the maximum degree of customer satisfaction and responsible to update EQS policies. • Provide or arrange training for all CVD staff on warranty and service system. Key Accountabilities Overview and supervise all Contract Maintenance jobs carried out by CM Administrator Ensure accuracy of vehicle information and Standard Time in coordination with IT Improve system effectiveness in coordination with Frontline staff and IT Establish guidelines and ensures optimum system security. Develop and implement IT strategies in coordination with IT Division Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Knowledge, Skills and Aptitude Educational Qualifications and Certifications: College Degree / Diploma holder. Knowledge: Resourceful and assertive to ensure that jobs gets done 100%, as stated in the primary purpose of the job and principal accountabilities. Technical Skills: Language Skills: Arabic is desirable. English is essential Experience : Should have Service experience for a minimum of 5 years in warranty and job control. Current knowledge of Administration / IT systems utilized by the Service Industry and Manufacturers warranty policies. Key Interactions Key Internal Contacts: • Regional Service Managers • Technical Managers • Regional Parts Managers • Head Office Staff • Manufacturers Representatives • Warranty & CM Administrator Key External Contacts: Direct Reports: Warranty and Contract Maintenance Clerk