Principal Accountabilities:
- Review and adjudicate claims, ensuring that warranted failures are correctly identified on eNEWS.
- Facilitate the first level of review and dealer feedback for all SLT escalated cases.
- Ensure claim quality by verifying VOC (Voice of Customer), diagnoses according to ESM, and the use of appropriate repair methods.
- Assist dealers with queries during the diagnostic phase of the claims process.
- Communicate with local suppliers regarding claims that have been received and approved.
- Manage claims in progress to prevent aging, and work towards resolving any identified delays.
- Validate issues and verbatim details based on customer experience using the “5W/1H” approach.
- Support parts testing/duplication on vehicles and report results to FQI Engineers.
Major Challenges:
- Verify the technical diagnosis made by dealers to understand the VOC and ensure proper diagnoses.
- Identify any inconsistencies or non-conformities in claims against the WPPM (Work Product & Process Manual).
- Provide remote support to dealers by advising on appropriate repairs.
- Continuously coach new dealer staff to ensure adherence to WPPM compliance standards.
Who We’re Looking for:
- A Bachelor’s degree in Mechanical Engineering.
- At least 5 years of experience in vehicle fault diagnosis and repairs within a workshop setting.
- Strong organizational skills and punctuality.
- Willingness to travel in order to support investigations at dealerships.
- Excellent communication and problem-solving skills.
- Strong interpersonal skills with a positive and collaborative mindset.
- Proficient in Microsoft Office, particularly Excel and PowerPoint.
- Fluent in both English and Arabic.