Warranty/ Service Manager

Motus Corporation

Job Description:

To manage and monitor the implementation of warranty claims, operations and processes by approved network, conforming to Manufacturer policies, procedures and standards

Specific Role Responsibilities

Accurately and timeously manage and authorise claims to prevent financial losses to the company and network
Analyse recurring claims in order to proactively prevent loss to the organization
Contribute to the development of the appropriate strategy and set targets within area of accountability
Control cost per unit (CPU)
Define standard operating procedures (SOPs)
Ensure finalization of claims for submission of warranty to importer within stated time period
Implement and manage end-to-end processes
Manage all operational risk and risk mitigation initiatives
Manage and control campaign claims as per stipulated requirements
Manage first approval rates of denied and/or rejected claims by manufacturer
Monitor and report on progress against operational plans and adjust where required
Plan, manage and monitor governance compliance processes in area of accountability in order to manage risks and expose liabilities
Resolve problems by applying the necessary discretion and guidelines as per standards
Manage and control various revenues within department, related to defective parts return and rental policy

Adhere to organisational and manufacturer policies and procedures
Allocate Goodwill budget across network and effectively control budget, ensuring full spend
Manage financial activities in line with approved policies and procedures
Manage, monitor and report on budget variances and provide solutions
Manage and mitigate financial loss due to denied and/or returned claims by manufacturer, adding financial risk to organization
Manage financial risk on rental and demo courtesy programme and ensuring minimal risk to network
Allocate and manage Motrex labour claims, ensuring accuracy of refunds
Advise on and provide support to ensure the effective resolution of network queries in order to ensure resolution of claims
Assist and build a strong appreciation of network needs and ensure team understanding and adherence to policy principles; aligning where necessary
Assist network to create a culture which aims to meet or exceed expectations in the business
Continuously monitor actual process turnaround times and quality standards
Plan, manage and monitor processes, enabling efficiency

Demonstrates a basic knowledge and understanding of costs and expenses in respect of own work environment.
Understands where one's own contribution and that of one's own team fits into the value proposition and the objectives of the business.