AdministratIve Associate - Level II - Service

DESCRIPTION

Job Summary:

The Administrative Associate - Level II - Service plays a crucial role in diagnosing and completing fewer complex repairs to engines at customer sites while ensuring a high level of customer satisfaction. This position involves using specialized tools, following documented procedures, performing preventative maintenance, and maintaining service records. The role also includes responsibilities related to warranty analysis, claims processing, warehouse management, and continuous improvement initiatives.

Key Responsibilities:

Service and Repair:

• Engage customers professionally and ensure prompt attention to their service needs.
• Diagnose and complete less complex engine repairs, following documented procedures.
• Use specialized tools to identify and prepare required parts for service activities.
• Perform preventive maintenance as per documented schedules and standards.
• Escalate unresolved issues to senior technicians or supervisors.
• Maintain cleanliness and functionality of service vehicles and tools.

• Review, validate, and process warranty claims submitted by customers or dealers.
• Ensure compliance with company policies and warranty terms.
• Maintain accurate records of warranty claims and related documentation.
• Ensure timely receipt of failed parts at the warehouse within 30 days.

• Analyze warranty data to identify patterns, trends, and root causes of failures.
• Prepare reports and presentations on warranty performance metrics.
• Provide feedback to product development and quality teams based on warranty data.

• Ensure all warranty activities comply with regulatory requirements and internal policies.
• Participate in continuous improvement initiatives to enhance warranty processes and systems.
• Follow all Health, Safety & Environmental (HSE) policies, procedures, and legislation.
• Report safety incidents and contribute to a safe working environment.

• Capture and document service details using the service management system.
• Assist in warehouse management and inventory tracking as needed.
• Support customer inquiries and resolve issues related to warranty claims.

• Communicates Effectively: Adapts communication to different audiences to convey key messages.
• Customer Focus: Builds strong relationships and delivers customer-centric solutions.
• Develops Talent: Supports the growth and development of team members.
• Manages Complexity: Analyzes complex information to solve technical and administrative challenges.
• Self-Development: Actively seeks learning opportunities for professional growth.
• Health and Safety Fundamentals: Promotes a proactive safety culture and identifies potential risks.
• Diagnostics Application: Troubleshoots and resolves customer complaints efficiently.
• Electronic Service Tool Application: Uses diagnostic software and tools effectively.
• Engine Systems Interactions: Understands interactions between engine components and systems.
• Product Repair and Maintenance: Conducts repairs following quality and safety standards.
• Service Documentation: Maintains accurate records and technical data.
• Technical Escalation: Resolves service issues efficiently and escalates complex problems when necessary.
• Values Differences: Recognizes the importance of diverse perspectives in problem-solving.

• Preferred: Apprentice Trained Engine Technician
• Required: Vocational diploma from a relevant technical institution
• Locally valid driving permit
• This position may require licensing for compliance with export controls or sanctions regulations

• Basic-level field service work experience.
• Intermediate-level knowledge of and/or experience with engine products.
• Customer service experience in a technical or warranty-related field.

• Experience in warranty analysis, claims processing, or a related field (preferred).
• Knowledge of Warehouse Management (bonus).
• Understanding of product specifications, engineering principles, and manufacturing processes.
• Familiarity with warranty management systems and ERP software.
• Basic knowledge of statistical analysis and quality control methodologies.
• Ability to use diagnostic and electronic service tools effectively.

• Strong analytical skills to assess warranty claims and identify trends.
• Proficiency in data analysis tools and software (e.g., Excel, Power BI, R).
• Ability to troubleshoot and diagnose engine issues effectively.

• Meticulous attention to detail to ensure accuracy in claim processing and reporting.
• Ability to follow standard procedures and technical guidelines precisely.

• Strong written and verbal communication skills for interacting with customers, suppliers, and internal teams.
• Ability to prepare clear and concise reports.
• Customer-focused approach to resolving service and warranty inquiries.

• Ability to work collaboratively with technical teams and supervisors.
• Willingness to develop talent and support team members in achieving business goals.