Warranty Controller & LiaisonDepartment: Service & Technical (BP64310)Job OverviewUD Trucks is known for our pioneering technologies and products within the commercial automotive industry. To analyze claims to ensure that they meet the Manufacturer's terms and conditions. To adjudicate claims in a manner that is responsible, fair and reasonable to the dealer and the manufacturer. To return claims that do not meet terms and conditions to the Dealer network for further action or correction.Responsibilities and DutiesAnalyze claims to ensure that they meet the Manufacturer's terms and conditions.Adjudicate claims in a manner that is responsible, fair and reasonable to the dealer and the manufacturer.Return claims that do not meet terms and conditions to the Dealer network for further action or correction.Assist dealers requesting assistance with claim corrections.Reject claims that are in contradiction to the Manufacturer's terms and conditions.Alert the line manager regarding high-cost claims pending rejection.Carry out training for new and existing dealers and administrators onsite and at conferences.Conduct regular audits of the Dealer network (2 per major dealer, 1 per minor dealer) to ensure claim quality and identify training needs to address high claim rejections/corrections.Alert line manager of any costly audit rejections that are pending.Identify any risk factors and ensure that the relevant stakeholders are made aware thereof, and corrective actions taken to mitigate against risks to the business.Identify high failure rates on vehicles and bring such to the attention of the PQEs for improvement.Receive goodwill requests from the dealer network, check compliance, obtain necessary signatures and process.Conduct all dealer warranty training to the network.Kuzer warranty claim adjudication.Kuzer invoicing and payment.Assist dealers from a technical perspective to ensure maximum uptime of all trucks.Log dealer's requests for assistance in a register to identify training needs.Keep a record of costs incurred (travel, accommodation) when assisting dealers.Assist dealers in diagnosing faults and provide hands-on training but not do the job for them.Liaise with the dealer network collecting data on quality issues with the product.Compile failure reports to indicate the extent of the problem in the market and determine the frequency and cost of the specific problem.Create Market Quality Reports on high frequency failures to inform the manufacturer of possible product-related problems.Apply for campaigns to address high frequency failures ensuring that customers are compensated for product-related problems.Create technical bulletins for problems associated with the local market ensuring that dealer needs are met.Minimum Qualifications and ExperiencesGrade 12 or equivalent.Qualified Diesel Technician/Mechanic (N3) – Compulsory.Road Transport Qualification (Advantageous).Service Technician/Workshop Foreman experience.5 years' experience in After Market Service environment (preferably – Commercial Vehicle) as a technician.SkillsAutonomy: Work without supervision.Initiative: Carry out objectives without being asked.Technical.Attention to detail.Perfectionism.Diagnosing.Good communication skills (written and verbal).Plan and organize daily operations.Good people skills, on all levels (Internal & external).Computer literacy (MS Office: Excel (Intermediate); MS Word (Intermediate)).Technical Innovation.About UD TrucksPart of the Isuzu group, UD Trucks is a global leading international commercial vehicle solutions provider headquartered in Japan. At UD Trucks, we are defining the next generation of smart logistics solutions through advanced innovations in automation, electro mobility and connectivity. UD Trucks develops, manufactures and sells a wide range of heavy, medium and light-duty trucks, operating in more than 60 countries across all continents. Our trucks and people go the extra mile for our customers and business partners, day in and day out.We are an 8,000+ strong team of colleagues with 40 nationalities who bring diversity and passion in delivering our products and services. We trust each other, work collaboratively and embrace change. At UD Trucks, our purpose is Better Life – to make life better for people and the planet. We have developed a culture that promotes:Diverse and friendly culture: Strong culture of diversity and inclusion, organizing annual events, daily activities and open communication platforms including various internal voluntary networks.Empowered growth: Global exposure and growth opportunities across functions and countries through internal mobility system and self-driven career opportunities, building a learning organization by enabling self-managed learning supported by the UD Academy.Flexibility with trust: We continue to fully support both remote working (where and when applicable) and flexible working hours, we actively encourage our colleagues to maintain a good work/life balance. You will have the autonomy and flexibility to split your working time between both our wonderful, modern and equipped HQ and remotely.Be part of our journey to create Better Life for society, for our customers and for yourself. UD Trucks is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our colleagues.
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