Warranty Administrator

Warranty Administrator

**Location**:
Wymondham Depot

**Department**:
Aftermarket

**Responsible to**:
Depot Manager

**Company Information**:
Watling JCB Limited is a privately owned and owner managed profit making organisation and one of the most progressive JCB Dealerships in the country for the Sales and Customer Support of Construction, Industrial and Recycling & Waste Machinery products.

We look for high calibre, forward-thinking, energetic people with a "can-do" attitude. We want people who thrive in a diverse and challenging work environment, who are receptive to change and who wholeheartedly embrace the opportunity to take responsibility for themselves and the company's ongoing success.

In such a dynamic and committed workforce, flexibility is essential, and many of our workforce, in accordance to what the job needs, operate with a huge degree of commitment and energy to ensure our long-term strategy to drive the business forward to increase shareholder profitability for ongoing success and growth to remain the JCB Dealer of choice is achieved.

**Main Responsibilities of the Role**:
To ensure the effective management of depot warranty departmental and/or customer warranty claims, maximising warranty claim efficiency at all times and to achieve monthly financial targets as set out in the budget using the resource available and to control all costs associated with the running of the service department. You will also be responding efficiently and effectively to all customer queries to ensure we meet customer demand.

**Duties**:

- Build strong and positive relationships with customer database and face to face
- Build and document knowledge about the customer business and technical setup on an as and when basis
- Feedback any important customer information to the Company
- Ensure Warranty Department presents a professional image and portrays a polite and courteous manner at all times in all areas of the department.
- Verification of parts and engineers labour times booked to warranty job cards
- Receipt, labelling and safe storage of failed parts returned by service engineers
- Submission of warranty claims to JCB via JDS and Rev8 computer systems
- Monitor Techweb calls where applicable to claim submission and advise Service Supervisor of any additional requirements
- Monitoring of “live” warranty claims
- Packing and return of failed parts as and when recalled by JCB Warranty
- Provide additional (eg: photographs and sublet invoices) information as and when requested by JCB Warranty dept.
- Action JCB Warranty Credits to live claims and pass credit notes to Financial Director
- Authorise credits to customer (where applicable)
- Maintenance of paid claim archive
- Check monthly warranty status report and advise Depot Manager of rejected claims.
- Implement action on rejected claims as agreed with Depot Manager
- Preparation of warranty claims in readiness for audit
- Identify, manage and follow process that ensure maximum claim success
- Assist in other service administration as and when required
- Holiday cover for any role as and when required
- Ensure all claims are genuine and assist where applicable in the warranty audits
- Carry out all work practices in line with company health and safety policy.
- Meet and exceed customer expectations whilst maintaining profitability.
- Contribute to overall success of Watling JCB through teamwork and good communication within the company
- Provide excellent customer service
- Any other duties as deemed necessary to fulfil the role

**Essential**:

- Proven track record of Parts/ Service sales role within the Construction or similar industry
- Excellent commercial awareness and customer problem solving
- Ability to follow the Customer's buying decisions and needs
- Proven track record of attention to detail skills for successful outcomes
- Proven track record of customer service skills for successful outcomes
- Proficient Skills using Microsoft Word & Excel

**Ideal**:

- Experience with ADP/ Kerridge Systems
- RTC Workshop Management Systems

**Personal Attributes**:

- Good team work capable of delivering results under pressure and to strict deadlines
- Quality focused
- Honest, reliable, trustworthy, good time keeper
- Ability to work on own initiative
- Ability to multitask and handle several Customer demands at any given
- Ability to communicate efficiently at all levels - verbally, in print and on the telephone
- Ability to be professional, cheerful, co-operative and flexible at all times
- Ability to be motivated and customer focused
- Clean driving licence and good driving record

Core Hours:
42.5 hours per week 8am to 5.30pm with one hour unpaid lunch

**Benefits**:

- Attractive rates of pay and overtime rates
- Auto-enrolment pension scheme
- 22 days paid holiday + bank holidays + 1 day for every 5 years completed service
- Company sick pay scheme
- Overtime -first 4 hours at time and a half rate, over and above first 4 hours double time ra