POSITION DESCRIPTION. Job Title: Business Area: Location: Reports To: Direct Reports: Date: September Company Profile. Business Unit Structure

Transcription

1 POSITION DESCRIPTION Job Title: Business Area: Location: Reports To: Direct Reports: Service Contracts and Warranty Administrator Product Support, After Sales and Service Head Office National Service Contracts and Warranty Manager None Date: September 2013 Company Profile CablePrice NZ Ltd is the only authorised dealer in New Zealand for Hitachi Construction Machinery, Scania Trucks and Buses and John Deere Construction and Forestry Equipment. With a proud history of 60 years in the industry, CablePrice NZ Ltd employs over 350 staff, has 13 branches nation wide and continues to drive towards a strong future. Business Unit Structure National Service Contracts & Warranty Manager Service Contracts Administrator National Service Co-ordinator Warranty Administrators x2 Service Contracts and Warranty Administrators x2

2 Purpose of the Position The Service Contracts and Warranty Administrator is responsible for processing and managing applications for warranty and service contract plans and claims and contributes to the overall achievement of CablePrice (NZ) Ltd s Vision and Strategic Plan. Key Responsibilities Service Contract and Warranty Processing Process warranty and service contract requests and claims accurately and in a timely manner. Service Dealers facilitate the approval process in conjunction with the Dealer & Branch Administrators and Service Managers Pre-check all Service Contract orders (SORD s) before closing for specified Dealers & branches Pre-check all Warranty (SORD s) before closing for specified Dealers & branches Monitor open SORD s and WIP - Ensure that while warranty and service contract orders are work in progress, the branch or dealer has followed company procedures Submit all warranty claims within 21 days of the repair being completed Ensure all new products sold are registered for warranty with the OEM within 14 days of delivery Administration and Financial Management Manage and process all service dealer invoices and monitor department costs and coding. Input all invoices for Service Dealers to complete service contracts, repairs and maintenance and Warranty Ensure that only costs which can be claimed from the manufacturer are charged to the Warranty Customer from the SORD Ensure that the branches and dealers establish the correct bill-to customer on every order In communication with the Branch Operations Manager or Service Manager, ensure that warranty cost are always recovered Analysis, Reporting and Compliance Analyse claims, requests and reports to ensure a consistent process is followed across the country which complies with the company and manufacturers policies and procedures. Aim to improve warranty performance at branch level and report on any non-compliance. Produce and analyse warranty claims from the completed SORD s ensuring that claims for repair costs are consistent with the manufacturers warranty policy Analyse warranty reports and detail within them to implement improvements in branch warranty performance in conjunction with the Branch Operations Manager or Service Manager Carry out branch and dealer warranty and service contracts audits to ensure compliance with service contract and warranty procedures Ensure parts are kept, to comply with the warranty policies P:\JOB DESCRIPTIONS\CURRENT JDS\DRAFTS\SERVICE CONTRACTS AND WARRANTY ADMINISTRATOR.DOC PAGE 2 OF 5

3 Advising and Liaising Liaise with branch managers and department staff regarding errors or issues affecting the processing of a job. Advise of any problems and keep branch manager up to date on warranty and service contract status. Provide warranty administration training to branch staff. Advise the Branch Operations Manager and/or Service Manager of any anomalies on Service Contract orders Advise the Service Contracts Coordinator if there are any problems affecting the completion of any service contract repair orders Advise the National Service Contracts and Warranty Manager of any problems affecting the completion of any warranty repair SORD Advise the National Service Contracts and Warranty Manager of any problems affecting the submission of any claim Provide basic warranty administration training to branch and dealer employees Advise the Operations Manager or Service Manager of vehicles which are four weeks away from the end of its warranty period Dealer Operating Standards (DOS) Ensure that your behaviour, conduct and quality of work complies with the Company s DOS requirements at all times. Provide a friendly and professional atmosphere at all times, including cleanliness and presentation of your work area. Deliver to the expectations that have been promised to customers and stakeholders. Ensure a high standard in the quality of your work at all times, identify mistakes early, take ownership and initiate remedial action in an efficient and cost effective manner. Strive for continuous improvement. Actively participate in and adopt new initiatives as may be required by CablePrice management Health and Safety Actively champion s safe and healthy work practices both for staff and the environment they work in. Works actively to identify, manage, minimise and mitigate risks. Make yourself familiar, and comply with the Company s health and safety rules and procedures, and keep up to date with all amendments and announcements Recognise that non compliance with the Company s rules and procedures, could result in disciplinary action Be aware of your surroundings, environment, hazards and the behaviour of others Encourage others to follow health and safety policies and procedures. Report non compliance to management Immediately report to management any accidents, injuries or near misses arising during the course of employment and record these on the accident or Incident form on the day of the event. Where an accident or injury is not reported, the company may not accept any liability for payments relating to absence arising from the accident Ensure that you understand the company rehabilitation procedures should you be injured while at work P:\JOB DESCRIPTIONS\CURRENT JDS\DRAFTS\SERVICE CONTRACTS AND WARRANTY ADMINISTRATOR.DOC PAGE 3 OF 5

4 Immediately Isolate or lock out any Hazards you may discover and report to the management Maintain and use appropriate Personal Protective Equipment for the task at hand Undertake your duties in a safe and responsible manner at all times and ensure that no action or inaction causes harm to yourself or others Other Duties From time to time perform other tasks by mutual agreement in conjunction with your manager Maintain all licences, registrations and qualifications required to undertake the duties of your role Financial Delegations None. Key Relationships External Customers Stakeholders Suppliers Internal Colleagues Branch Administrators Service Manager/Workshop Manager Operations Manager Branch Network Parts Department Finance and Admin team Service Contracts and Warranty Administrator Competencies Work/Time Management Manages workload by prioritising tasks, requirements and areas of opportunity. Sets SMART goals and actively manages these. Effectively utilises time and resources. Decisions are made in a timely manner Financial Acumen Actively manages costs, and applies cost benefit analysis when exploring all business options/ courses of action Accuracy Carry out activities without mistakes, or if mistakes are made, personally taking responsibility for the consequences. Looks critically at own work, always checks for errors, does not blame others and is able to learn from mistakes. Sharing Information Creating and supporting systems and procedures that individuals can use to file, catalogue and share knowledge. Making effective use of available media to share knowledge across the organisation. Encouraging communication and collaboration. P:\JOB DESCRIPTIONS\CURRENT JDS\DRAFTS\SERVICE CONTRACTS AND WARRANTY ADMINISTRATOR.DOC PAGE 4 OF 5

5 Communicating Effectively Expresses and conveys information effectively to other people. This includes speaking, writing and listening. This covers formal and informal situations. Cooperation Is open, approachable and willing to provide support and guidance to others. Actively contributes to the team in the interest of common goals, even when there is no direct personal gain. Helps others achieve goals, places common interest above personal interest, supports others to the betterment of the company. Conflict Resolution Manages interpersonal conflict well and has the courage to confront issues/ have the hard conversations sooner rather than later. Modifies behaviour, language and interpersonal approach to suit the intended audience. CablePrice Competencies Accountability and Responsibility Takes accountability for one's actions and attitude and accepts the consequences of poor judgement. Shows responsibility for the duties of their role and sets a good example for others. Learns from their mistakes and does not attempt to hide errors. Complies with CablePrice policy and procedures at all times. In the event of any lack of clarity or changes, seeks confirmation from the appropriate authority. Commitment to Excellence Sets high personal and professional standards for self and others; and is actively focused on achieving results and meeting objectives. Consistently gives careful attention to all the detailed aspects of a role and shows a high concern for accuracy. Maintains effective performance when under pressure, (such as time pressure, shifting/conflicting priorities or job ambiguity) when facing opposition from others or in ambiguous environments and acts professionally at all times. Initiative Exploring opportunities and taking action. Preferring to take one's own initiative rather than waiting passively. Asks for information without being prompted, goes the "extra mile", embraces opportunities and initiates proactive action. Exhibits a positive can do, will do attitude. Integrity, Ethics and Values Acts in a manner that conveys the principles that are important to the organisation, including impartiality, fairness, honesty, openness, sound business ethics, professionalism and respect for others. Knows, understands, communicates and demonstrates company values in every day interactions with customers, colleagues and shareholders. Everyday behaviours and interactions demonstrate alignment to company strategy, code of conduct, organisational structure and values. Alignment is demonstrated through decision making, actions and personal conduct. Learning and Personal Development Takes onboard new information and ideas and applies them effectively. Has an insight into one's own level of ability and takes appropriate action to improve in order to perform better. Asks for feedback, embraces constructive criticism and looks for opportunities to learn. P:\JOB DESCRIPTIONS\CURRENT JDS\DRAFTS\SERVICE CONTRACTS AND WARRANTY ADMINISTRATOR.DOC PAGE 5 OF 5