Job Information
Investigate machine failures and judge warranty claims per warranty policy for your region in EMEA. From the HQ, manage communication with dealers and Service Managers based throughout EMEA. Analyse machine failures for your product and support Product Service Managers with issue investigation. Analyse dealer claim behaviour for your region. Ensure proper setup of your product in the warranty system. Support and give training to field based staff on systems and tools. Provide regular reporting for your region/product.
Execution of all system administrator task e.g: new dealer creation, dealer termination, rates settings, processing rules in order to keep system updated and stable.
Role & Responsibility
Technical affinity

• Stay up to date of product evolutions for all products. Ensure general understanding of the working of all products.
• Develop in-depth technical expertise for your product.
• Maintain a close relationship with the Product Service Manager for your Product in order to get technical expertise, learn about technical issues and be able to function as a technical backup.

Warranty Administration

• Set up warranty rules and other parameters for your product/region in the Bobcat warranty systems
• Liaise with customers and BU to coordinate retrofit campaigns and part returns.
• Maintain database of warranty registrations, contracts for extended service programs and warranty claims, etc

Warranty Processing

• Process warranty claims per Bobcat Warranty Policy, consolidate warranty documentation (claims, inspection reports, etc) and validate all information reported on claims. Iden System automatization reported on mothly basistify errors and action them with the customers or internal support teams.
• Process warranty claim decision, get approval per Level of Authority, notify customer of outcome and initiate credit, repair or replacement product.
• Support distributor and customer warranty queries timely with the help of internal stakeholders.
• Process service support invoices, maintain records, resolve any customer/dealer disputes.

Warranty Auditing & Analysis

• Analyse dealer claim behaviour and perform dealer audits.
• Analyse product claim behavious and review with Product Service Managers.
• Provide regular reporting for your product and region.
• Visit dealers locally in EMEA together with the Service Manager for Auditing & training purposes

System Administration

• Control the warranty system in order to avoid the risk of Fraud & abuse, control of new policy settings within the system old/new,
• IRW support for dealers, Setting up LOA and territories mapping, rates settings, system testing, claim rules validation to ensuring their correct implementation.
• Ensure claim legitimacy and adherence to warranty agreements and company policy.
• Proactive search for the system improvement and system develepmonet (e.g. automatic claim processing, new functionality related to AMPS strategy, new projects)
• Record and maintain the IRW system for parts returns and inspections.
• Regular attendance of system admin and IT calls, proactive support of warranty department during service managers or dealers meeting.
• Participate on IT related project

Job Requirement

• Education: University Degree (Bachelor) - Technical
• Excellent computer skills - experience of an ERP system
• Hands on experience working with construction machine or automotive, internal combustion engines, BUS technology and hydraulics, ...
• Ability to read technical specs and make recommendations
• Experience in B2B industry
• Experience working with Ms Outlook, Excel & Powerpoint, (SAP, Oracle 11i knowledge are an added value)
• Strong Process Experience
• Ability to handle multiple demands and adhere to deadlines
• Strong attention to detail.
• Excellent written and oral communication skills
• Time management and organizational skills
• Interpersonal communication skills
• Minimum of 2-4 years relevant experience in a process based multi-national, environment
• Experience in dealing with multi location teams
• Flexibility to travel across Europe.

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