JHB 898 - Commercial Vehicle Service Advisor with exceptional Warranty experience
The Service Advisor serves as the primary liaison between customers and the workshop, ensuring a seamless service experience for FAW commercial vehicle customers. The incumbent will possess extensive knowledge of FAW heavy-duty commercial vehicles, maintenance requirements, and manufacturer warranty processes.
A key focus of this role is the accurate administration, submission, and management of warranty claims while maximizing warranty recovery and ensuring compliance with FAW manufacturer standards. The successful candidate must demonstrate exceptional customer service skills, technical understanding, attention to detail, and a strong ability to manage multiple priorities in a fast-paced dealership environment.
The ideal candidate will be a highly customer-focused Service Advisor with extensive commercial vehicle experience and outstanding warranty administration expertise. They will possess a thorough understanding of FAW manufacturer warranty requirements, demonstrate exceptional administrative accuracy, and consistently deliver superior customer service while maximizing warranty recoveries for the dealership.
Key Responsibilities:
Customer Service & Service Advising:
- Greet customers professionally and accurately assess vehicle concerns
- Open and manage job cards in accordance with dealership procedures
- Schedule service and repair appointments efficiently
- Provide customers with repair explanations, quotations, and estimated completion times
- Maintain regular communication regarding repair progress and delays
- Ensure high levels of customer satisfaction and retention
- Resolve customer concerns and service-related complaints professionally
Warranty Administration & Management
- Identify warrantable repairs according to FAW warranty policies and procedure.
- Prepare, process, and submit warranty claims accurately within specified timeframes
- Verify supporting documentation for all warranty submissions
- Liaise with FAW warranty representatives regarding claim approvals and queries
- Monitor outstanding warranty claims and expedite resolutions
- Conduct warranty audits and ensure compliance with manufacturer requirements
- Maintain accurate warranty records and supporting documentation
- Track warranty recoveries and report performance metrics to management
- Minimize warranty claim rejections through thorough claim preparation and validation
Workshop Coordination
- Coordinate workflow between customers, technicians, parts department, and workshop management
- Ensure technician findings are accurately translated into customer-friendly terminology
- Monitor job progress and workshop productivity
- Obtain customer authorization for additional repairs
- Ensure vehicle quality checks are completed before delivery
Parts & Costing Administration
- Collaborate with the Parts Department to ensure availability of required parts
- Generate accurate repair quotations and estimates
- Verify labour operations and warranty coding
- Ensure proper allocation of parts and labour to warranty claims
Compliance & Reporting
- Adhere to FAW dealership and manufacturer standards
- Ensure compliance with warranty policies and audit requirements
- Maintain accurate service and warranty records
- Prepare service and warranty performance reports as required
- Assist with internal and external warranty audits
Minimum Requirements:
- Grade 12 / Matric
- Relevant automotive qualification will be advantageous
- Warranty Administration certification or manufacturer training advantageous
- Minimum 3-5 years' experience as a Service Advisor within a commercial vehicle dealership
- Minimum 3 years' experience managing manufacturer warranty claims
- FAW experience essential. (UD and Iveco experience an advantage)
- Proven track record of successful warranty claim administration and recovery
Technical Knowledge (Strong understanding of):
- Commercial vehicle maintenance and repair processes
- Warranty policies and procedures
- Workshop operations
- OEM compliance standards
- Service scheduling and job card management
- Familiarity with dealership management systems (DMS)
(Only suitable candidates will be shortlisted and contacted within 14 days)
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