Overview
Warranty Consultant Jobs in Brisbane, Queensland, Australia at MSX International
Title: Warranty Consultant
Company: MSX International
Location: Brisbane, Queensland, Australia
At MSX we exist to empower movers and makers to thrive in an ever-changing world, by harnessing our expertise and creativity to deliver an exceptional service powered by technology and innovative solutions.
The position is responsible for working with and supporting the client warranty team and is tasked with reviewing warranty prior approval requests, dealer claim processing, providing help-desk advice to dealers on claim submission and completing warranty-based administration activities for our OEM client.
Key activities and responsibilities :
- Review, assess and adjudicate on Prior Work Approval (PWA) requests and warranty claims submitted to the client OEM by Dealers.
- Provide Dealers with support on their claiming processes.
- Provide insight on opportunities for improvement on process, systems, and support.
- Encourage and participate in the sharing of knowledge and experiences among peer group to add to the wider group knowledge base.
- Participate in client team meetings and reviews, providing progress updates against KPIs –both quantitative and qualitative.
- Ensure the OEM Warranty Policy is upheld regarding Prior Work Approval and claim submission.
Major Area of Responsibility: Review, assess and adjudicate on Prior Work Approval (PWA) requests and warranty claims submitted by Dealers
Major Tasks:
- Confirm receipt of required supporting documentation and evidence where necessary.
- Review prior approvals and warranty claims in line with OEM warranty and policy guidelines.
- Approve, adjust, or deny the prior approval and warranty claims as necessary in the OEM warranty claim system.
- Process, on average, >30 claims per day to the required quality standards
- <1% of claims assessed rejected by the manufacturer
- <1% of claims assessed rejected by extended warranty provider
- Record results as per the appropriate procedure.
- Ensure dealer awareness of and compliance with warranty policy guidelines.
Major Area of Responsibility: Provide Dealers with support on their claiming processes.
Major Tasks:
- Advise dealers of cost-effective alternatives as appropriate.
- Support dealers in troubleshooting claim submission.
- Provide data and information to Warranty Operations, dealer and client personnel as required.
- Assist with general enquiries as required.
Major Area of Responsibility: Provide insight on opportunities for improvement on process, systems, and support.
Major Tasks:
- Clearly and accurately identify trends, experiences and ad hoc practices that may be cause for concern.
- Liaise with appropriate personnel as required to solve any outstanding issues.
Major Area of Responsibility: Encourage and participate in the sharing of knowledge and experiences among peer group to add to the wider group knowledge base.
Major Tasks:
- Collaborate with the existing warranty team to ensure up-to-date and best practice is implemented within the team.
- Support client warranty team as required.
Major Area of Responsibility: Participate in client team meetings and reviews, providing progress updates against KPIs –both quantitative and qualitative.
Major Tasks:
- Participate in scheduled and ad-hoc team meetings and reviews.
- Provide data relating to reporting and KPI targets vs actuals.
Major Area of Responsibility: Ensure the OEM Warranty Policy is upheld in regard to Prior Work Approval and claim submission.
Major Tasks:
- Maintain a thorough working knowledge of the Warranty Policy Guidelines.
- Maintain a thorough working knowledge of the Warranty Repair Procedure.
- Notify Warranty Operations personnel of any changes to the Warranty Policy Guidelines or Warranty Repair Procedures.
- Ensure dealership awareness of and compliance with Warranty Policy Guidelines.
Own Authority
Actions required to achieve the goals set for the
client warranty team in accordance with MSX
International policy.
Other Information
- Involves partial working in situ at the client office (Brisbane, QLD).
- Involves ad-hoc attendance at client office as required.
Ideal Experience, Knowledge & Skills (What abilities should they have?)
- Successful Automotive OEM experience in Aftersales / Customer Service
- Warranty administration experience in an automotive dealership
- In-depth knowledge of Warranty processes at both OEM and Dealer levels
- Microsoft Office 365 suit experience
Attributes (How should they work?)
At MSX we Value:
- Getting it done
- Proving our words with our actions
- Creating a better tomorrow for our clients, every single day
- Fearlessly exploring new roads
- Delivering on our commitments
- Being exceptional teammates
We expect everyone at MSX to:
- Be decisive, solution oriented and results focused.
- Hold themselves and others accountable to commitments.
- Focus on delivering great outcomes for their internal or external customers, and can respectfully and constructively challenge key stakeholders to consider better solutions.
- Overcome challenges with positivity and creativity.
- Be adaptable and open to change, and motivated to explore new and improved ways of working.
- Support teammates to succeed by sharing experience and knowledge, and by giving and receiving honest feedback.
Additional Attributes:
- Ability to work autonomously.
- Ability to build strong and effective relationships with all members of an organisation.
- Strong interpersonal and communication skills.
- Ability to manage, motivate and support others.
- Negotiation skills.
- Organisation and time management skills.
- Presentation skills.
- Attention to detail.
- Ability to motivate self and others.
- Excellent computer skills (Microsoft suite of products)
