Warranty Support Specialist
3 weeks ago
Tasks
About us
The Mercedes-Benz brand is a synonym for top-class product and service quality, cost-effectiveness, reliability, and sustainability, as summed up by the slogan “Trucks you can trust.” Repeatedly, the pioneering spirit at Mercedes-Benz Trucks has generated ground-breaking innovations, from autonomous driving to active and passive safety systems.
As our Warranty Support Specialist, you will ensure company and Dealer compliance in relation to warranty claim submissions and vehicle safety recalls and service measures completion rates. Whist also ensuring system functionality and reporting supports accurate and efficient claim processing to meet warranty cost control and quality requirements..
More about the role
Manage all Service Measures and Safety Recall processes are dealt in line with Daimler Truck AG SLAs and DVSA’s legislative requirements / achievement targets. This involves making sure that the end-to-end process including the sending of customer letters and reminders with the third-party mailing agent to ensure their performance achieves the relevant SLA’s..
Support Dealer Network/Daimler Truck AG in processing daily administration tasks to develop and ensure efficient claim processing. Work with the Training team to ensure warranty training courses are relevant for the UK market and address current warranty related topics. Establish the most effective methods of training, identify, and close any knowledge gaps throughout the Dealer Network.
Work with the Aftersales training specialists to ensure the correct warranty and safety recall/campaigns message is provided and that the latest information is included in the training that is delivered. Manage the outgoing communications on the network facing website for any warranty and safety recall updates on the relevant publishing system.
Develop, implement, and review systems and processes that improve the Dealer Network’s ability to consistently deliver accurate claims to ensure they are paid first time when submitting claims for processing.
Manage and maintain the UK specific warranty system parameters in line with business strategic planning requirements and Daimler Truck AG mandates. Manage system changes to ensure efficient implementation and onward housekeeping for the UK market
Manage policy and procedure, claims and system queries raised by internal colleagues and Dealer network colleagues. Investigate the root causes of the contact to address them with pro-active communications to enable queries to be reduced in future.
About you
More about what you should be able to demonstrate:
- Motor industry experience and knowledge of Dealer operations.
- Good understanding of Warranty policies and claims processing either at Dealer or Manufacturer level, preferably with a technical background and/or demonstrable vehicle operational knowledge.
- Ability to confidently deal with government bodies (DVSA and DVLA)
- A high level of IT skills is required including Word, Excel, reporting tools & system user acceptance testing.
- Able to work on own initiative.
- Excellent communications skills both verbal & written required, with an understanding of German language advantageous.
- Ability to present confidently to an audience.
- Ability to work & communicate with all levels of staff within the organisation, being flexible & able to quickly adapt to change.
- Previous training delivery experience would be advantageous.
What we'll give youp>
As well as the opportunity to work for a great business who are passionate in everything that we do, we will offer you a competitive salary and discretionary bonus structure. We also hope you will love our products as much as we do, with access to our colleague’s car schemes. On top of that, you will be able to join our pension scheme and you will get a flexible benefit pot that can be used to find the benefits that are right for you.
We are here to support you - we offer access to colleague wellbeing resources, including an Employee Assistance Programme and Mental health First Aiders. What's more, we will also encourage your development, with the training and knowledge you need to reach your potential.
What’s next?
Closing Date: 9 May 2024
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