Warranty & Admin Specialist

Company:
Performance Motors Limited

**Job Description**:

- Responsible / liaise with relevant department on setting up and control of proper warranty structures and procedures according to BMW guidelines.
- Conduct internal warranty audit for all centers.
- Conduct PEC claim audit for all centers.
- Assist external warranty audit conduct by BMW Ag / BMW Asia and sustain the standard of values from credit note.
- Maintain warranty, goodwill policies and procedures according to BMW regulations, market needs and company requirements
- Perform warranty internal audit and assist on warranty external audit conducted by BMW Ag/ BMW Asia
- Follow up of cost development for warranty and goodwill and propose corrective measures to the Management
- Ensure that repair charges are strictly enforced to the appropriate accounts
- Enhancements of service warranty guidelines for cost improvement
- Monthly briefing with workshop technician on warranty matters
- Investigate rejected claims, re-appeal and resubmission with compilation of figure for recommendation to the respective managers
- Re-appeal at S-gate for goodwill request to BMW Ag and BMW Asia.
- Perform claims matching and printing of warranty claim note weekly.
- Upload weekly credit note claims from BMW via PIX (Car & Bike)
- Perform daily warranty claim validation, consolidation and download to BMW AG via S-Gate (PIX) (Car & Bike)
- Verify, authorize, and appeal on aesthetic, cosmetic and other issue pertaining to warranty to BMW Asia to seek for approval.
- Activate special operation codes or defect codes if required.
- Verify all claims rejection and propose alternative solutions to prevent future occurrences.
- Work with Service Operation to identify claim errors and conduct training to the Technicians and CSAs.
- To conduct briefing to the Service Ops if there is a changed in the Warranty Guidelines or Policies.
- Advice on the corrective measure with close monitoring with the workshop Technician and CSA processes.
- Mentoring / coaching CSA to award valid operation code to workshop instead of unjustified open time.
- Mentoring / coaching Foreman to verify and authorized on FRU awarded for open time based on time spent on job carried out.
- Ensure all the necessary supporting documents are available and upload in Para DM eg. Picture, diagnosis report & etc prior submission of claim to BMW.
- Conduct sharing session / refresher training / feedback / update to various centre on BMW guideline.
- Mentoring / coaching to PDI / Body Repair / Mechanical Repair / Bike Repair CSA and Technician pertaining to BMW warranty guidelines.
- Provide guidance, explanation and shared with them according to warranty rules and regulation in accordance to Warranty guidelines
- Mentoring / coaching / advice CSA and Technician on the aesthetic and other issue on warranty.
- Appeal to BMW Asia to seek approval for BSI servicing not due.
- Attend to any Warranty enquiries by CSAs or Workshop personnels for BMW Car.
- Any new Warranty processes from BMW Asia must be disseminated to all centers.
- Daily matching of all CSA RO against Workshop RO for the invoicing of full RO (Cash / Goodwill / Warranty).
- Check and ensure that Warranty claiming are met in accordance with BMW Asia’s guidelines set and the Correct Warranty process.
- All Repair Orders (RO) are close in a timely manner of not more than 14 days of the End control date.
- Accuracy of all Warranty claims with proper documentations are required before sending in for validation as to prevent Warranty rejections and must be within the submission timeline set by BMW Asia.
- Follow up all Warranty claims with Weekly CN issued by BMW Asia on the payment of each claim.
- Investigations to be performed for rejected claims / monitoring of rejected claims / reasons to be highlighted to Service center or Workshop.
- Conduct Internal Audit for all centers based on the top 3 item claimed including Warranty claim and Warranty parts.
- Evaluate and review Warranty processes and recommendations to improve processes in accordance with BMW Warranty and Repair Standards.
- Perform any adhoc duties required by Immediate Superior or Aftersales Management.

Job Requirements
- Minimum O Level in any fields with at least 3 years of relevant experience in automotive industry
- Computer literate
- Office Administration skills
- Team Player