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Warranty & Service Administrator

4 months ago

St Columb, United Kingdom Vincent Tractors & Plant Full time

Vincent Tractors & Plant is a successful family-owned business. Established in 1966 and now employing over 50 people across our three branches covering Devon and Cornwall. We are the market leaders in agricultural, construction and groundcare products, holding the market leading Kubota franchise along with many other brands including Kverneland, Ktwo, Grillo, Baroness and Ausa.

**Job Purpose**:
Reporting to the Workshop Controller, Vincent Tractors & Plant is looking for a Warranty & Service Administrator who can demonstrate a stable history working within a franchised dealership for this role in Fraddon, Cornwall.

The Warranty & Service Administrator role is the key contact and relationship manager between the dealership, customers and the manufacturer. You must fully understand the manufacturer’s policies and procedures in order to manage customer claims, ensuring that all warranty repair orders are written for proper compliance, accuracy and legibility according to the policies and procedures.

You will be fully responsible for communicating all compliance concerns and keeping current on all factory recalls and announcements. You will efficiently handle and resolve all claim corrections, reviewing and managing all ageing schedules and reports.

Naturally you must be able to work as part of a team and have the capacity to manage existing professional relationships with the manufacturer and to support the Workshop Controller with all paperwork and processes.

**Main Duties and Responsibilities**:

- To ensure accurate submissions of warranty and goodwill claims on a daily basis and monitor warranty reports.
- Ensure all administrative functions within the warranty department are carried out in accordance with company policies.
- Administer warranty policy in the best interests of the dealership, manufacturer and customer.
- To keep accurate records of warranty submissions, credits, rejections and customer contributions towards goodwill claims
- Inform all relevant staff of forthcoming recall campaigns and changes in warranty/goodwill procedure.
- Ensure that all frontline staff complete the records correctly when warranty is diagnosed on a machine.
- Maintain relationships with other staff members, specialist repairers and manufacturers' representatives.
- Maintain knowledge on all warranty procedures and documentation.
- Support other staff members on all warranty related matters.
- Register all machines with manufacturers and record on the company’s internal system.
- Support with service department invoicing and telephone answering.
- Plus, any other duties as requested by the Workshop Controller.

**Secondary Responsibilities**

These responsibilities are essential in a small business where all members of the team are required to work flexibly and help in all and any area during busy periods:

- Keep confidential and company business or statistics.
- To represent Vincent Tractors & Plant and promote its brand throughout all activities.
- Ability to work hours as required by the business.

**The above is not an exhaustive list and other duties and responsibilities may be included in the role as the business develops over time.**

The company is committed to training and supporting employees. Employees will receive training for all areas included in their job description to ensure that they are capable, and feel confident, of performing both main and secondary responsibilities. In addition, it is the employee’s responsibility to alert their Line Manager to areas where they feel they require more training or need the support of another member of the team, to undertake a specific task that may be new, or more challenging, for them.

**Person Specification**:
**Relevant Experience**

**Essential**
- Experience of working in a workshop environment
- Ability to speak with all manner of customer
- Experience of building relationships with people

**Desirable**
- Have strong administration and IT skills, be highly organised.

**Education/ Training**

**Essential**
- Four GSCE or equivalent, Maths and English, grade C or above

**Desirable**
- Foundation Degree, HND or Degree

**Relevant Experience**

**Essential**
- Confident
- Self-motivated & able to use initiative
- Excellent interpersonal skills
- Attention to detail
- Flexible approach
- Neat, clean and tidy image
- Loyal and reliable
- Ability to work to deadline and to a high degree of accuracy.
- Good IT Skills
- Friendly, smiling & interested in our customers

**Desirable**
- Experience in our industry sector
- Experience of working within a close team

**Additional factors**

**Essential**
- Willing to work additional hours as required.

**Are you looking to enhance your abilities within a supportive and highly successful family-owned business? Then look no further Vincent Tractors & Plant** **can offer you**:

- Full time position: 8.00am - 5.30pm. Monday - Friday. (5.00pm Wintertime).
- Saturday: 8.00am to 12.00pm on a rota basis
- Competit