Quality & Warranty Controller

Job Roles & Responsibilities:
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 for the 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.
Knowledge and Skills Required
Knowledge Mechanical Product knowledge Electrical Knowledge of Service environment.
Knowledge of Financial Management system.
Warranty systems and processes. (advantageous)
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),
Requirements: Extreme Importance Good communication skills (written and verbal) Plan and organize daily operations, Good people skills, on all levels. (Internal & external).
Attention to detail.
Technical Innovation Impact Wiring diagrams Applying Expertise and Technology Following Instructions and Procedures Coping with Pressures and Setbacks Planning and Organizing Analyzing Adhering to Principles and Values Deciding and Initiating Action High Importance Relating and Networking Achieving Personal Work Goals and Objectives Delivering Results and Meeting Customer Expectations
Writing and Reporting Qualification and Experience Requirement Qualification:
Grade 12 or equivalent.
Qualified Diesel Technician/Mechanic (N3) – Compulsory Road Transport Qualification (Advantageous)
Experience: Service Technician/Workshop Foreman experience.
5 years’ experience in After Market Service environment (preferably – Commercial Vehicle) as a technician.