Overview
ECS Automotive | Setting the Standard are looking for a Warranty Improvement Specialist/Auditor to join our existing team and provide key functions for the Volkswagen Group. This role will involve improving the Dealer Network’s warranty processes with structured coaching and auditing. This is an exciting opportunity to join a team of highly experienced professionals and work with prestigious brands to contribute to their relentless pursuit of quality and performance.
Responsibilities
* Maintain and operate current and new support channels as required to enable VWG network to contact the warranty department for guidance.
* Develop and maintain high levels of product knowledge, systems operation and policy expertise.
* Support internal queries from VWG UK as required and appropriate.
* Maintain a database of contacts and processes to support activity.
* Provide services to either remotely or directly (face to face) coach individuals or parties in the network as required.
* Assist in designing development sessions and materials as required to optimise effectiveness of network interactions.
* Identify and recommend areas of development within the network to enable correctional activity to be planned.
* Managing your own expenses.
* Support VWG UK in remote and face to face workshops, meetings and forums as required around all warranty and goodwill topics.
* Support any VWG UK new initiatives regarding network development.
* Assist in creating high quality communications and media.
* Assist in maintaining records of SAGA and network users as required.
* Attend meetings with warranty management as requested to contribute on feedback, suggest new ways of working, and maintain systems to enable the VWG network to operate at an optimum level.
* Maintain and develop expert knowledge of warranty policy for all six Brands.
* Conduct audits remotely and on site.
* Maintain diary and central audit booking system.
* Manage bookings to meet factory obligations and key KPIs.
* Manage all contact with the authorised repairer stakeholders pre and post audit inc. booking, preparation of audit data and cost profile analysis.
* Carry out structured warranty claim audits in line with the recommendations of the manufacturers following the process guidelines and volume requirements.
* Carry out opening and closing meetings (including appeals) with senior site management calculating and deploying financial recovery where appropriate.
* Manage all post audit reporting (logging audits, action plans and results) to approved internal platform.
* Communicate audit results and findings to internal VWG Management in a timely manner.
* Provide regular feedback identified at audit to VWG Warranty Management team with appropriate recommendations.
Skills and Experience
* Motor vehicle technical knowledge
* Knowledge of vehicle repair techniques
* Experience in conducting training
* Experience in Auditing
* Appreciation of franchise and operating standards; warranty systems, policies, and procedures; dealer campaign and incentive programmes
* Excellent communication and influencing skills – written and verbal
* Computer literacy (Microsoft Office and web-based products)
* Ability to work without supervision, both part of a team and independently when required
* Keen attention to detail
* Ability to work to targets and KPIs
* Desirable: automotive warranty specific experience at dealer/manufacturer level; motor industry qualifications (technical); experience in media creation and supporting software such as Adobe Suite
The ECS Group
ECS is a leading provider of retailer network solutions to global automotive brands. Working with automotive manufacturers and brands we are Setting the Standard in providing effective and sustainable business solutions and services to support management teams on a global basis.
Our goal is to be the global partner of choice for helping companies operate efficiently, whilst increasing customer satisfaction and loyalty, protecting their brand and increasing the revenue of their dealer networks, and controlling warranty costs.
Salary and Benefits
* Field based role.
* Up to £40,000 p.a. with opportunity to further skill within role
* Enhanced salary-sacrifice pension scheme.
* Free access to professional and personal development courses.
* Free eye tests and glasses scheme.
* The chance to join a fast-growing organization with training and future opportunities
* IT equipment provided, including home working set up.
* Probationary period of six months.
Schedule
* 08:00 – 17:00, Monday to Thursday; and 08:30 – 16:15, Friday.
* One hour for lunch
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Sales and Business Development
Industries
* Business Consulting and Services
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