Education & experience
Essential:
• Qualified Motor Mechanic / Auto Electrician with at least 5 years trade experience
• Have at least 3 years "In Dealer Experience" - Automotive Retail Trade and / or customer service experience

Preferred:
• Have a ND/Degree in Engineering

Skills, attributes & other requirements
Essential:
• In-depth knowledge of service core processes including a good understanding of warranty/maintenance plan policies
• Be able to do variance analyses and investigation of root causes for out of line conditions
• A sound knowledge of the operations of vehicles and components
• Have excellent people skills
• Be able to communicate and negotiate at all levels.
• Be diplomatic and possess a strong service orientation
• Good decision making abilities while under extreme pressure
• Must be self-motivated and driven by excellence.

Preferred:
• Have experience in interfacing with customers / dealers in retail environment
• Vehicle warranty / maintenance plan policies experience
• Have experience in data or financial analysis methods
• Have sound administration skills
• Must have above average computer literacy

Duties:
• Providing exceptional service and support to our Franchise dealer network and Field Staff on matters relating to Warranty and Maintenance Plan claims
• Managing dealer claim quality and cost by conducting on-going analysis and claim validation, promptly and efficiently
• Ensuring that Dealers are operating in accordance with the Warranty and Maintenance Plan Policy and technical procedures
• Ensuring that dealers adhere to predetermined service/repair costs as well as allowed labour units
• Provide input to the relevant business areas in order to highlight and rectify out of line anomalies identified