• JOB INFORMATION 

• JOB PURPOSE 

• This role is responsible for ensuring that warranty processing is caried out in accordance with manufacturer policies and in a timely manner. In addition, this role is responsible for the dealer standards and ISO standards implementation in service processes. Additionally, the role is responsible for aftersales processes auditing and follow up on implementation of corrective actions to ensure compliance to set standards and PACI controls within the aftersales department.

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• MAIN RESPONSIBILITIES OF THE JOB 

• Auditing service processes on sample basis and alerting line managers about deviations from dealer standards, ISO standards and PACI controls and sharing action plan required for corrective action and follow up on implementation.
• Analysing warranty training needs for workshop staff and recommend the required training or carry out the training to ensure warranty procedures comply with manufacturer policies.
• Check warranty repair orders in liaison with workshop supervisors to approve or reject claims based on warranty polies from manufacturers.
• Apply KAIZEN within his work environment to improve quality and efficiency.

Operational Responsibilities 

• General organization of all the workshops as well as implementation and follow up of all diagnostic systems in liaison with IT department to ensure they are always serviceable and operational.
• Ensuring high overall efficiency of all workshops and standard of service acceptable to our OEMs and customers are maintained.
• Ensure that warranty claim procedures of Mercedes Benz, Suzuki, Volkswagen, Hyundai, Hino, and Sinotruk are adhered to by all the workshops including Branches and Dealers and that all warranty claims are submitted to OEMs without delay and maintenance of proper up-to-date records of the same and ensuring warranty parts stored are well kept according to the OEMs’ directives.
• Ensuring availability of Technical/Service literature for use by CFAO Mobility Multibrand & Equipment workshops.
• Ensuring that technical reports are duly prepared by the respective CFAO Mobility Multibrand Managers and Dealer workshops on technical defects for onward transmission to the respective OEMs.
• Carrying out regular surveys on warranty policies of the competitors and reporting to the Service Management.
• Monitor implementation of minimum standards based on PACI/VW/SUZUKI/MERCEDES/HYUNDAI/SINOTRUK dealer standards in Service department and all the Dealerships.
• Prepare targets for each Dealership and monitor performance against the set targets.
• Promote and maintain a harmonious working relationship between CFAO Mobility Multibrand & equipment and all the Dealers.
• Coordinate activities for ensure manufacturer campaigns are carried out and prepare monthly reports on manufacturer campaign completion status.
• Understand and apply KAIZEN within his work environment.
• Working in accordance with CFAO Mobility Multibrand & Equipment QHSE policies and guidelines.
• Working in accordance with CFAO Mobility Multibrand & Equipment policies and procedures.
• Keep a professional appearance.
• Any other duties that may be assigned by the management from time to time.

• KNOWLEDGE, SKILLS AND EXPERIENCE

1. Diploma in Automotive Engineering or equivalent

• WORKING RELATIONSHIPS

1. Aftersales department national

1. Manufacturers
2. Customers
3. Dealers

• COMPETENCIES

1. Computer literacy
2. Product and technical knowledge
3. Knowledge of professional standards

Functional

1. Report writing- ability to develop reports.
2. Presentation skills
3. Problem solving and creativity.

Behavioral 

1. Ability to work under pressure.
2. Negotiation & Conflict Management skills
3. Interpersonal Skills
4. Leadership and management-ability to lead teams, mentor, and coach staff to goal definition and achievement.
5. Performance Management
6. Professionalism –maintains a professional approach based on ethics and CFAO mobility values.
7. Integrity and honesty and ethics- ensures ethical practices and integrity to ensure CFAO Mobility is not exposed to reputational risk.
8. Building consensus and influencing-ability to influence various players across all CFAO mobility departments.
9. Excellent Communication Skills
10. Customer orientation-is customer focused striking a solid balance between external and internal customer orientation.
11. Resilience –can withstand strategic and operational challenges and maintain momentum.

Emotional Intelligence-manages emotions in a mature and composed manner as expected of a leader.