Main Purpose of Job

The warranty clerk coordinates and handles all Warranty/Goodwill claims according to the Manufactures and company guidelines and policies. She/he has to make sure that all relevant documents are complete / documented and the explanations are clear to understand for internal or external Auditors. She/he provides analysis and Reports to the Warranty Supervisor and highlight potential risks for the company.

Duties & Responsibilities:

– Control the time units of warranty jobs and all clocking.
– Prepare and process warranty claims for submissions to PAP/PAG via WWS warranty system and within the stipulated number of submission days.
– Responsible for labelling warranty tagged and upkeep of warranty/goodwill parts and its disposal according to Porsche Guidelines.
– Responsible to keep the warranty storage room clean and organized and locked.
– Control all job cards especially warranty jobs to assure that all relevant details are mentioned, customer signatures are included and all requested documents/ test logs/ photos are attached to include a compiled monthly self audit summary of all errors.
– Monitor and ensure all relevant information is correct in PQIS and closing of PQIS jobs in the PPN system.
– Responsible to ensure that the % of ‘new parts used despite exchange parts being available’ is kept below the PAP stipulated level

Overview

The Customer Engagement Executive seeks to understand the needs of customers, in order to guide them towards the most appropriate product.

Responsibilities

– Engage Service Customers at Mazda Service Centres in order to maximise sales opportunities
– Identify the needs of customers in order to improve sales efficiency
– Demonstrate product features in a static or dynamic environment, in order to showcase the features, advantages and benefits of Mazda products
– Create sales appointments between Service Customers & Mazda Sales Teams
– Conduct direct sales with Service Customers

Be responsible for cars that are sent to the Workshop for repairs and service. Assist the respective Workshop Supervisor/Technical Specialist in fulfilling a high standard in the operations of the Workshop.

The Parts and Warranty specialist will be performing a duo role in parts receiving, ordering and distribution to internal and external stakeholders, submitting of Technical request and warranty claims into OEM systems according to OEM guidelines and procedures. Proper documentation and stock take of all parts and warranty to account for the scope of the job role.

The Parts Advisor (Parts Counter) sells parts over the counter and answer enquiries over the phone. He/she assists customers in selecting required parts in a friendly professional and efficient manner. Guaranteeing customer satisfaction and loyalty are top priorities. He/she is the main contact person to the technician in material request.

– Issue and receipts of parts at Parts Counter
– Assist in providing quotation to our dealers as and when required
– Ensure all incoming stock items are checked for correct quantity, label and properly placed at the designated location.
– Ensure the quality in the bin location tally with the system at all times.
– Ensure all parts are properly labelled for easy identification and to maintain proper housekeeping;
– Monitor and maintain inventory stock level requirement for workshop and fleet customers;
– To liaise with CPW for collection and delivery of Spare Parts and to operate Forklift / Reach Truck as and when required.

– Liaise with the Customer Service Officer on day to day duties on opening and closing of job cards, collection of payment and ensuring balance of cash/NETs/Visa collection at the end of the day.

– Perform office administration duties such as filing, sorting of documents, photocopying and recording.

– Perform simple book-keeping/accounting duties such as generate tax invoices, balance of daily accounts and tally of petty cash.

– Handle customers’ telephone booking for service appointment, customers’ enquiries and/or refer customers to Customer Service Officer or Service Executive when required.

– Attend to walk-in customers and their enquiries.

– Ensure high standards and excellence in customer service.

– Manage on-line booking of service appointments.

– To attend to customers who sent their cars to the Workshop for service and repairs.
– To understand the requirements of customers and be very clear on the problems concerning their cars before listing them on the job cards.
– To arrange for road test with vehicle tester for any vehicle noise related issue.
– To co-ordinate with external contractors if any car need external support services
– To have an up to date information on status of cars under service and / or repair.
– To ensure that customer requirements are met every time effectively & efficiently.

Act as principal contact between the company and customers for repair and maintenance service on vehicles and ensure customer satisfaction.