Commercial Vehicle Service Advisor Warranty - Gauteng, Midvaal

Position: Commercial Vehicle Service Advisor with exceptional Warranty experience - Gauteng, Midvaal
Location: Vereeniging

Remuneration: Highly Competitive + Above Average Incentive + Standard Benefits

Purpose Of The Job:

The Service Advisor serves as the primary liaison between customers and the workshop, ensuring a seamless service experience for FAW commercial vehicle customers. The incumbent will possess extensive knowledge of FAW heavy-duty commercial vehicles, maintenance requirements, and manufacturer warranty processes.

A key focus of this role is the accurate administration, submission, and management of warranty claims while maximizing warranty recovery and ensuring compliance with FAW manufacturer standards. The successful candidate must demonstrate exceptional customer service skills, technical understanding, attention to detail, and a strong ability to manage multiple priorities in a fast-paced dealership environment.

The ideal candidate will be a highly customer-focused Service Advisor with extensive commercial vehicle experience and outstanding warranty administration expertise. They will possess a thorough understanding of FAW manufacturer warranty requirements, demonstrate exceptional administrative accuracy, and consistently deliver superior customer service while maximizing warranty recoveries for the dealership.

Key Responsibilities:
Customer Service & Service Advising:

• Greet customers professionally and accurately assess vehicle concerns
• Open and manage job cards in accordance with dealership procedures
• Schedule service and repair appointments efficiently
• Provide customers with repair explanations, quotations, and estimated completion times
• Maintain regular communication regarding repair progress and delays
• Ensure high levels of customer satisfaction and retention
• Resolve customer concerns and service-related complaints professionally

Warranty Administration & Management

• Identify warrantable repairs according to FAW warranty policies and procedure.
• Prepare, process, and submit warranty claims accurately within specified time frames
• Verify supporting documentation for all warranty submissions
• Liaise with FAW warranty representatives regarding claim approvals and queries
• Monitor outstanding warranty claims and expedite resolutions
• Conduct warranty audits and ensure compliance with manufacturer requirements
• Maintain accurate warranty records and supporting documentation
• Track warranty recoveries and report performance metrics to management
• Minimize warranty claim rejections through thorough claim preparation and validation

Workshop Coordination

• Coordinate workflow between customers, technicians, parts department, and workshop management
• Ensure technician findings are accurately translated into customer-friendly terminology
• Monitor job progress and workshop productivity
• Obtain customer authorization for additional repairs
• Ensure vehicle quality checks are completed before delivery

Parts & Costing Administration

• Collaborate with the Parts Department to ensure availability of required parts
• Generate accurate repair quotations and estimates
• Verify labour operations and warranty coding
• Ensure proper allocation of parts and labour to warranty claims

Compliance & Reporting

• Adhere to FAW dealership and manufacturer standards
• Ensure compliance with warranty policies and audit requirements
• Maintain accurate service and warranty records
• Prepare service and warranty performance reports as required
• Assist with internal and external warranty audits

Minimum Requirements:

• Grade 12 / Matric
• Relevant automotive qualification will be advantageous
• Warranty Administration certification or manufacturer training advantageous
• Minimum 3-5 years' experience as a Service Advisor within a commercial vehicle dealership
• Minimum 3 years' experience managing manufacturer warranty claims
• FAW experience essential. (UD and Iveco experience an advantage)
• Proven track record of successful warranty claim administration and recovery

Technical Knowledge (Strong understanding of):

• Commercial vehicle maintenance and repair processes
• Warranty policies and procedures
• Workshop operations
• OEM compliance standards
• Service scheduling and job card management
• Familiarity with dealership management systems (DMS)

Key Competencies

• Technical Competencies
• Advanced warranty administration
• Commercial vehicle product knowledge
• Job card management
• Diagnostic understanding
• Warranty coding and claim processing
• Workshop coordination
• Cost estimation and quotations

Behavioural Competencies

• Exceptional customer service orientation
• Strong communication skills
• High attention to detail
• Problem-solving ability
• Accuracy and administration excellence
• Professionalism and integrity
• Ability to work under pressure
• Strong organizational and time-management skills

Key Performance Indicators (KPIs)

• Warranty claim approval rate
• Warranty recovery value
• Reduction in rejected warranty claims
• Customer satisfaction scores
• Service turnaround times
• Job card accuracy
• Workshop efficiency support
• Customer retention and repeat business

Please note only candidates with the required experience will be contacted and considered. If you are not contacted within 14 days from…