Warranty & Service Administrator

Direct report to: Service Manager
Div./Dept: Service
Purpose of Job:
-Provides the link between the Dealer and the Manufacturer's technical after-sales service function.
-The Service Administrator supports Sales and Service with the aim of optimizing the level of support provided and making that support, and the service behind it, demonstrable to the customer.
Principal Accountabilities:
•Service Administration
-Conduct Recall Campaign processes as regulation.
-Cooperate & update the customer file &/or CRM
- Provide support in conducting mail shot campaigns, customer contact events
- Welcome personally the customer and discover the reason for his/her visit, then pass him/her on to the appropriate person to deal with his enquiry (Service Advisor, Sales staff, etc.).
•Warranty Administration:
-Be responsible for warranty and goodwill jobs of Audi Vietnam.
-Comply with the stipulations of the Service directives relating to: warranty claims/ components
-Cooperate with Dealers/ Departments to ensure the Warranty processes as manufactory standards.
-Support to the warranty audits of the Service partner conducted by the manufacturer.
-Check the credit memos issued by the importer are complete and forward them.
•Directives
-Monitor daily Service Process/ Documentation & report
-Advise the Service department in problem cases; request repair instructions, special Service solutions or argumentation points from the importer.
-Service KPI, Service Sales monthly report …
-Request Service Advisor and Workshop Manager to produce qualified complaint reports.
-Conduct training courses in accordance with the "Service" and “Warranty” directive.
-Cooperate with other service staff – bodywork and paint – especially in the case of insurance customers repair orders
-Cooperate with sales to deliver customer satisfaction
-Others tasks assigned by Line Manger.