Service Admin Manager

Direct management and development of the Service Administration Team, including Service Administrators and Warranty Administrators responsible for service call handling, job processing, warranty claim administration, invoicing, customer communication, and associated aftersales support activities.

Accountable for ensuring the team delivers accurate, efficient, and customer-focused administrative support to the Service Department, while maintaining compliance with manufacturer requirements, company procedures, and service performance standards.

• Lead, supervise, and support the Service Administration Team, ensuring a high standard of performance across service call handling, job processing, invoicing, and warranty administration.
• Manage the day-to-day allocation of work across the team to ensure service-related tasks are completed accurately, efficiently, and within agreed deadlines.
• Oversee work in progress (WIP), ensuring all documentation is complete and accurate, and liaise with workshop engineers and relevant departments to maintain smooth workflow and timely job completion.
• Ensure all manufacturer warranty claims, service invoices, and supporting documentation are submitted correctly and within required timescales to maximise recovery and minimise write-offs.
• Monitor rejected warranty claims on a daily basis, investigate root causes, and implement corrective actions to improve claim acceptance rates and departmental performance.
• Maintain regular contact with manufacturer regarding warranty performance, claim submissions, service issues, procedural updates, and compliance requirements.
• Manage supplier accounts linked to the Aftersales Department, ensuring documentation is submitted promptly and payments are processed in line with agreed terms.
• Support the delivery of excellent customer service by monitoring customer satisfaction levels, responding to queries, and resolving complaints through to successful conclusion.
• Identify opportunities to improve departmental processes, controls, and team efficiency, supporting the implementation of continuous improvement initiatives.
• Complete monthly settlements, debtor reconciliations, and other financial administration accurately and within agreed deadlines.
• Produce and analyse departmental reports, providing regular updates to management on WIP, warranty recovery performance, write-offs, service administration performance, and other key operational metrics.
• Ensure compliance with company policies, manufacturer standards, and relevant administrative procedures.
• Support recruitment, onboarding, training, coaching, and performance management activities within the Service Administration Team.
• Carry out any additional administrative or operational duties reasonably required to support the efficient operation of the Aftersales Department.

Join a company with over 100 year history and a bright future . Pelican Yutong offers a secure and rewarding career path for employees who are dedicated to making a lasting impact in their roles.

At Pelican Yutong, we believe in investing in our employee’s growth and development . We provide the resources and support needed to advance y our career and reach your full potential .

As a family business with 3 generations still working within the business, w e understand the importance of work life balance.

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