FT Farfan Limited - Service Advisor (Warranties and Condition Monitoring)

Job Purpose

This position is primarily responsible for maintaining an effective and pro-active service schedule to ensure the effective and efficient operation of the department and maintaining a superior level of customer satisfaction focusing on warranty management and condition monitoring.

KEY RESPONSIBILITIES

- Manages and ensures that all Service Calls are opened and jobs scheduled, and that all billings are done within the stipulated timeframe with specific focus on warranty jobs.

- Ensures that all quotations are completed and sent to customer no later than 24hours after technical assessments are conducted if necessary.

- Manage and process warranty claims, ensuring compliance with manufacturer and company policies.

- Coordinate with service technicians, customers and suppliers to gather necessary documentation for warranty claims.

- Monitor and track warranty claim statuses, ensuring timely resolution and communication with all stakeholders.

- Maintain accurate records of all warranty transactions, including repairs, replacements, and credits.

- Review and audit warranty claims to ensure accuracy and completeness, resolving discrepancies as needed.

- Provide training and support to service teams on warranty policies and procedures.

- Monitors changes to the suppliers warranty processes and procedures to always be aware of the correct process and updates the knowledge database.

- Monitor the condition of equipment and machinery using diagnostic tools and software to detect potential issues.

- Analyze data from condition monitoring systems to identify trends and potential failure points.

- Prepare and present detailed reports on equipment health, providing actionable recommendations for maintenance and repairs.

- Collaborate with the maintenance team to schedule preventive maintenance and repairs based on monitoring insights.

- Update JCB and other supplier records as required.

- Works closely with Team Leaders to ensure all technicians complete all required training.

- Completes ongoing training plans as per supplier requirements.

- Demonstrates active adherence to all relevant Health, Safety and Environmental (HSE) policies and procedures, while also promoting HSE awareness.

- Performs other related responsibilities that may be required to enhance the operations of the Company.

KNOWLEDGE & EXPERIENCE

- A Diploma in Business Management, with a technical qualification

- A minimum of five (5) years’ experience in a similar role. Work experience without formal qualifications may be taken into consideration.

- A minimum of  three (3) years Supervisory experience, with a proven track record of excellent customer service

- Proficiency in the Microsoft suite of products

KEY COMPETENCIES

- Excellent interpersonal skills

- Excellent organizational skills

- Excellent Communication skills, both oral and written

- Team oriented

- The ability to work in a fast-paced environment with minimal supervision