Warranty Supervisor
Mercedes Benz Saudi Arabia
Total des années d'expérience :15 years, 2 Mois
Company is the pioneer assembling Mercedes-Benz Vehicles and distributing Completely Built Units (CBU’s) in Kingdom of Saudi Arabia, General Distributor of EVO Bus, Freightliner Trucks and Detroit Diesel.
My duties includes:
•Developed and managed the department to financially recover warranty costs from the suppliers.
•Supervising warranty officers for customer claims through the design of a fully automated system.
•Negotiated with suppliers and customers to obtain a satisfactory agreement.
•Made recommendations for revising current policies and coverage.
•Researched and took action on denied claims.
•Developed key performance KPI’s indicators for cost and quality projections.
•Managed a team of warranty administrators.
•Completed performance reviews, coached, mentored, and gave disciplinary action as required.
•Worked with other managers to develop a comprehensive one-stop program for vehicles maintenance.
•Analyzed Warranty and Voice of the Customer Data for improving vehicle quality by directing resources to areas of concern.
•Reported current costs, cost projections, failure issues of the individual Daimler plants and Supplier through formal presentations to the executive staff.
•Wrote warranty standard operating procedures.
•Presented business cases for improvements to Daimler, Freightliner & Detroit Diesel.
•Assisted engineers in root cause determination by researching issues reported through warranty events.
•Maintaining the form described in the Warranty Procedure Handbook “Warranty Statistics”.
•Preparing once a month a damage overview of the complaints received, arranged according to groups for Daimler Middle East & Levant FZE.
•Conducting correspondence in respect of clarification required for all questions resulting from warranty processing.
•Monitoring scrapping campaign of warranty parts.
•Conducting training for all Warranty Officers/Service Advisors time to time.
•Assisting in Warranty Audit from Daimler Middle East & Levant FZE and provide them complete
assistance during Audit.
•Monitor replicate jobs and preparing Analysis for Daimler Middle East & Levant FZE.
•Preparing presentation for Technical Exchange Meetings. (TEM)
•Performing quarterly internal audit for all branches.
Additional Responsibilities assigned as an:
Non-
Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm
angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.
Key Accomplishments:
•Managed a high-volume workload within a deadline-driven environment. Resolved an average of 40 to 50 inquiries in a week and consistently met performance benchmarks in all areas (speed,
accuracy, volume).
•Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
•Helped company attain the highest customer service ratings (as determined by external auditors) -
earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
•Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
•Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
•Administrative duties to include Client database administration and control, preparation and
distribution of Company Board meeting minutes, scheduling of Support Group meetings as well as organization of various fundraisers
Extended Vega Application (EVA) a Daimler online claim processing portal, Germany. •Workshop Information System (WIS)/ASRA and Electronic Parts Catalog (EPC), Saudi Arabia. •Vehicle Documentation (VDOC) Basic and Advance Training, Dubai. •Detroit Diesel Corporation (DDC) Warranty Training, Saudi Arabia. •Freightliner Online Warranty Link (OWL) Training, Saudi Arabia