Key performance indicators include:

　　Perform warranty auditing function across the dealer and distributor network, and Warranty Operations Purchase service, SEO Reman Supplier(s) for adherence with the policy.

　　Market lead for the Warranty Counselling Process (WCP) to support GBS auditors, and the dealer network.

　　Manage overall Dealer and Distributor satisfaction with process improvement drawn from warranty audits.

　　Manage BSI systems enhancements for modules affecting Warranty audit compliance aspects.

　　Accountable for all audit projects

　　Policy and procedure maintenance and review to ensure best practices.

　　Recommend risk aversion measures and waste reduction.

　　Review warranty claims submitted by the dealers or as informed by the warranty personnel, to ensure compliance with the guidelines of the W&P Manual

　　Perform research on warranty claims to assess any claims irregularity to be immediately reported to Ford as part of the quarterback process and visiting the dealer when required.

　　Conduct the warranty WCP 4 steps review, support Global Business Service (GBS) as required.

　　Conduct dealer audit nominations and issue nomination letter.

　　Track dealer warranty steps and submission timelines with the dealer, with guided support during these phases monthly via WebEx

　　Lead the market required audits when required as a result of false claiming practice, OGC required audits.

　　Maintain knowledge on various warranty programs, polices, process, procedures, issued Technical Service Bulletins (TSB) and general bulletins by monitoring the communication through various Ford platforms such as but not limited to, PTS, FMC Dealer, Desk Procedures, E-mails, as well as through active participation in training courses and programs.

　　Ensure timely support of the dealership queries with the warranty measurement systems until closure.

　　Support all training, prior approval, auditing, and claims assessing processes and administration as part of GWO governance.

　　Management and Execution of global warranty audit and counselling processes for Dealers & Distributors in Southern Africa, MEA.

　　Ensure customer satisfaction (the dealer) as part of the dealer survey workstream lead, as well as driving survey pain points to resolution for dealers and distributors.

　　Evaluate BSI software versions, track and maintain all change requests, as well as dealer pain points for resolution.

　　Evaluate BSI software versions, track and maintain all change requests, as well as dealer pain points for resolution.

　　Be technically inclined to correctly conduct dealer quality of repair audits.

　　Report on the FWSP - any possible irregularities, difficult issues, mistakes and so on, to the Ford warranty manager for further support

　　Conduct a monthly stock audit for warranty service providers which includes but not limited to Mayfair

　　Education and Experience

　　Engineering degree or diploma.

　　Previous auditing experience will be an added advantage.

　　Min 3+ years’ experience in an automotive technical discipline, service and customer satisfaction industry and / or environment in a warranty management and operational role will be a definite advantage.

　　Must possess a valid driver’s license; ability to travel across Southern Africa, Middle East, Sub-Sahara and North Africa for several days at a time when required.

　　Requisition ID : 21728