Warranty & Technical Executive

Full Time, onsite
Royal Enfield
Petaling Jaya, Malaysia

RM 3,000 - RM 4,000 / Per Mon

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Warranty

Receive and process warranty & free service claim
Training new dealers and existing dealer (DMS system, warranty SOP)
Analysis warranty & free service claim by month and prepare monthly report for management and submit report to Triumph principals.
Update Field Action tracking (recall bulletin from triumph) for any case that related to service bulletin and recall program.
Being analysis and prepare top 10 defective parts on monthly issues (wty&fsc claim)
Being warranty audit nationwide every 3 month or 6 months depend on case that issues by technical department.
Provide assistance and cover when After Sales Manager is out of office, responding to emails and calls from dealers/customers.
Supporting the After Sales Department to network, build key relationships and maintain and update dealer/customer databases on a regular basis.
To provide excellent customer service including managing the quick turn‐around of incoming queries/calls, technical queries.
Handle vehicle warranty claims and ensure compliance with warranty policies and procedures. Coordinate with relevant departments to expedite claim approvals and ensure customer satisfaction.
Process all warranty paperwork to ensure proper documentation.
Monitor and ensure that the quality of the claims submitted are able to make good on the claims.
Escalate warranty claim discrepancies to HQ Warranty in order to minimize leakages.
Monitor warranty debtors to ensure timely collection of payment within provisioning policy.
Verify payments from the Dealer in order to ensure proper collection book-keeping.
Perform monthly disposal of warranty parts to ensure compliance with Principal policy and efficient management of storage space.
Ensure compliance to aftersales policies and processes to minimize leakages and optimize efficiency.
Performs any other duties that may be delegated from Manager from time to time.
Conduct monthly audit review on warranty processing and parts replacement

Technical

To assist dealers / branches on Technical Report (TR), if necessary, advise warranty department on the findings and remedy.
To handle difficult customer complaints, assist dealers / branches on difficult technical diagnosis, investigate complaints and resolve any technical related questions.
Monitor ‘Vehicle off-road’ reports at all dealership.
Submit field service visit report to department’s manager after each visit
To deal with task relating to the after sales service as instructed by the Manager / HOD
Respond to inquiries, troubleshoot issues, and resolve technical problems efficiently and effectively.
Observe and perform detail investigation in up-coming product problems in close cooperation with the Workshop Manager & Asst Manager, Technical / Training / Warranty
Monitor repeat job (RJ) cases to ensure proper workflow diagnosis are carried out
Provide support to workshop on matters relating to product and repair technology with information, advice and practical assistance where necessary
Distribution of technical literature and documentation to the dealer workshop according to needs
Share with all dealers on the latest technical information / bulletin and technical issues encountered in the market.
Ensure quality repairs and meet all service standards pertaining to dealer workshop
Assist Sales and Marketing Department in the preparation of launch and press together with the retail operation
Assist and provide technical support/advice to Dealer workshop
Follow-up on complaint cases

Candidate must possess at least a Diploma/Degree in business administration or any equivalent.
Have min 3 year(s) working experience or similar role is required for this position, preferably in Automotive industry.
Fresh graduate are welcome to apply
Can speak in English and Bahasa Malaysia
Self-motivated and ability to multi-task and work independently.
Responsible, possess good working attitude, time management skill and can meet deadlines.
Strong interpersonal and communications skills
Computer literate with Microsoft Office applications, especially in Excel.
Able to work in a fast-paced environment.