Purpose
- The main purpose of this role is to drive and support business growth by providing effective technical service support and managing the warranty process across branches, dealers, and customers.
- This includes the full warranty process, while coordinating all technical details related to claims.
- The role ensures that monthly technical meetings are held with dealers and that service department standards are implemented consistently across all branches and dealer networks.
- Continuous engagement with OEMs is essential. Additionally, the role manages system access for users on the OEM portal and oversees the planning and execution of the annual technical training schedule. It also involves coordinating the use of MyDevelon and WearCheck SOS reports to ensure end users understand and benefit from the available technology.
- The individual assists in compiling Customer Service Maintenance Agreements and supports the sales team with life cycle costing, focusing on parts and component longevity.
- A key responsibility is ensuring all machines are maintained and operated according to OEM requirements.
- The role further supports the Service Manager with daily service-related needs and monitors OEM Dealer Key Performance Indicators to ensure alignment with targets.
Major Task Headings or Key Performance areas:
- Ensure all warranty claim submissions and OEM Payments are accurately submitted - % of claims submitted vs OEM Paid/unpaid 2. Ensure development of technical staff and Technology growth - % training completed against compiled training schedule for branches and dealers. Implement and drive the use of Technology to assist in streamlining service efficiencies and addressing machine critical warnings and SOS concerns
- Ensure the effective and efficient administration of the relevant function in accordance with the Companies Policies and Procedures
- Pro-active KPI's to manage machine and SOS alerts and pre-service advanced planning.
- Ensure achievement of OEM/Dealer global targets - Actuals versus targets, managed monthly
Key Outputs
- Ensure all warranty claim submissions and OEM Payments are accurately submitted - % of claims submitted vs OEM Paid/unpaid
- Ensure development of technical staff and Technology growth
- Ensure the effective and efficient administration
- Pro-active KPI's to manage machine and SOS alerts and pre-service advanced planning
- Ensure achievement of OEM/Dealer global targets
Key Activities/Duties/Tasks
- Submit all warranty claims within OEM timelines.
- Monitor claim status and resolve rejected or pending claims.
- Ensure all supporting documentation is complete and accurate.
- Reconcile OEM payments against submitted claims.
- Develop and implement annual technical training plan.
- Monitor completion of OEM training and certifications.
- Promote the use of technology (telematics, My Develon, Product Link, SOS, etc.) to improve service delivery.
- Mentor technical personnel and dealers.
- Ensure compliance with company policies and procedures.
- Maintain accurate service, warranty and technical records.
- Ensure reports are submitted on time.
- Support branch and dealer administrative requirements.
- Monitor machine health through telematics.
- Review SOS reports and critical machine alerts daily.
- Coordinate preventative maintenance and repairs before failures occur.
- Communicate recommendations to branches and customers.
- Monitor monthly OEM KPIs and dealer performance.
- Review performance with branches and dealers.
- Implement corrective actions where targets are not achieved.
- Drive continuous improvement initiatives
Measures of Effectiveness/Success
- Warranty claims submitted within OEM deadlines.
- Claim approval/payment rate.
- Less than 2% claim rejection due to administrative errors.
- Monthly warranty reconciliation completed.
- ≥90% training plan completed annually.
- Increase in technician competency/certification levels.
- Increased utilization of technology platforms.
- Improved first-time fix rate and reduced repeat failures.
- 100% compliance during internal/external audits.
- Reports submitted by agreed deadlines.
- Minimal administration errors.
- Positive audit findings.
- Reduction in unplanned machine downtime.
- ≥95% critical alerts actioned within target response time.
- Improved machine availability and reliability.
- Increased planned vs. reactive maintenance ratio.
- Monthly achievement of OEM/dealer targets.
- Actual performance vs. target reviewed monthly.
- Positive trend in KPI performance.
- Improved dealer/customer satisfaction scores
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