Warranty Admin
BCI Group
Total years of experience :7 years, 4 Months
BCI Group is the leading edge of connectivity. It provide wireless mobility and engineer integrative ICT solutions that fit every sector and industry. Since beginning operations in Ramallah in 1995, BCI Group has helped transform communication throughout the MENA region. They are innovative problem solvers, deploying next-generation technology through both our BCI Solutions and BCI Mobile divisions. (www.groupbci.com)
Key Responsibilities:
•Checked and controlled the daily KPI's and forwarded them to the Technical Director and Technical Manager.
•Communicated with the Samsung warranty team regarding any pending claims and reported all pending cases within all service centers to the technical services manager and Samsung Levant on a daily basis.
•Communicated with the Samsung Levant team regarding, vacancies on the GSPN System and other related issues such as bugs.
•Prepared daily, weekly and monthly reports showing all KPI’s related to the technical services and customer care department.
•Managed all of GSPN System accounts and users at BCI and resolved any errors or bugs within the system.
•Monitored the warranty claims creation process in all branches and sent a bi-weekly report of all the jobs that required a warranty claim.
•Conversed with the technical services and customer care team regarding any wrong data that affected the warranty claims and modified the wrong warranty claims on the GSPN System.
•Trained all new comers (customer care agents &technicians) on the GSPN System.
•Reviewed the monthly warranty invoices and confirmed the invoice amount.
•Prepared a detailed monthly report regarding accepted and rejected claims, the amount of losses and the reasons for rejection analysis.
•Sent all the accepted warranty claims to branch supervisors and forecasting supervisors for the quarterly audit that was conducted by Samsung Levant.
•Organized the daily SMS schedule related to customers.
•Daily follow up on product return process.
•Followed up with Samsung Electronics Levant upon the investigation results related to the product return claims and their approval.
•Conversed with customers to reach reasonable solutions regarding their returned products.
•Finalized all pending product return claims on Cosmos system.
•Handled all approved product returns that were shipped to the specific destination.
•Monitored the product return status at the branches and coordinated for their replacement from the main branch with the branch supervisor.
•Prepared and submitted weekly reports on product return status results to the technical services and customer care management.
Samsung’s Electronics Levant established its regional offices in the Jordanian capital Amman with the purpose of increasing public awareness to the Samsung brand and strengthening the brand’s position in the Jordanian, Syrian, Lebanese, Iraqi and Palestinian markets. (www.samsung.com/levant)
Key Responsibilities:
•Warranty Claims Supervision
•Warranty & Service Policies
•Parts Collection & Scrapping
•FI Posting
•SAP & Warranty Process Trainer
•Claim maintenance and review through “SAP” system in order to adjust all categories of claim acceptance when required.
•Managed the product return process and its implementation on the system.
•Managed the part collection process and its implementation on the system and ensured its shipment to HQ Korea.
•In charge of all monthly closing for all warranty claims on the system.
•Followed up with the finance department on the invoices and account receivable for warranty claims.
•Allocation of unclosed claims to team for their follow up the upcoming month
•Handled the master data on the SAP system for all distributors.
•Ensured that the master data was in accordance with laws and regulations of the “Levant Area”.
courses: Office Excel 2013 Level 3 Certificate,