South Africa Job Openings
Ford Motor Company
Warranty Systems Support and Helpdesk
Pretoria
November 4, 2024
The primary function is to ensure all warranty systems operations are operating as desired. And dealers are supported for any systems concerns and general Warranty Queries.
Key performance indicators include:
Key performance indicators include:
- Achieve issue support and/or acknowledgement within 24 hours
- Collaborate with Central Warranty for issue resolution/implementation.
- Manage vehicle warranty status updates
- National Diploma in Computer Engineering, Information Technology, Electrical/Electronic Engineering,
- Min 5+ years in automotive industry, Motor Vehicle Technology or Master Tech Qualification workshop knowledge is an added advantage.
- Proven expertise in IT systems, service, and customer satisfaction industry and / or environment in a warranty will be a definite advantage.
- Experience in Warranty Operations, and good knowledge of the Warranty and Policy Manual
- Must possess a valid driver’s license; ability to travel across South Africa for several days at a time is required.
- Warranty Helpdesk support through Telephone, email, Share Point raised queries with 24 hours response time.
- Overall responsibility for the maintenance and launch of warranty systems for like OWS, BSI and any interface projects as required by the GWO
- Market systems support: managing running changes and launch of warranty systems interface such as OWS/BSI/DMS.
- Support BSI system improvements project related to Warranty for ease of document authenticity, retention in support of warranty audit requirements as part of the GWO governance.
- Ensure timely processing of Warranty queries and overall warranty administration functions like Dealership/Distributor labour rate and Impocost updates.
- Support all warranty training, auditing and claims assessing processes and administration as part of GWO governance.
- Execution of warranty spend avoidance process by reviewing Wear check reports, validate warranty applicability and raising queries accordingly using relevant WSI codes.
- Maintain issue tracking sheet for systems issues and common queries raised and ensuring closure.
- Implementation of process improvements derived from issues raised by Dealerships and Distributor to improve on Customer satisfaction.
- New Dealer & Distributor launch and systems setup for all warranty requirements for SAF and SSA.
- Collaborate with QVM (Qualified Vehicle Modifier) Department to ensure accountability of the Warranty for modified vehicles.
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