CLP Administrator

Percepta; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Percepta is seeking a Customer Support Program (CSP) Administrator in Melbourne, AU to assess financial assistance requests after Ford Express New Vehicle warranty coverage ends in Australia and New Zealand.

You will review claims for correct category, repair method, and standard repair times per Ford manuals, adjudicating Ford Australia’s contribution to repair costs while liaising with Service Engineering and dealership networks.

Qualifications

• Certificate 3 in automotive mechanics (Light/Heavy Vehicle) is required.
• Minimum 5+ years of mechanical experience (including apprenticeship).
• 12 months dealership experience preferred.

Responsibilities

• Maintain relationships with Ford Dealership partners and Ford partners.
• Respond to CSP Prior Approval contacts within 4 hours to minimize review contacts.
• Review PTS and TAC responses to ensure correct repair methods.
• Use OWS Prior approval system to adjudicate financial repair assistance.
• Provide insights on mechanical trends and assist Ford Service Engineers.
• Provide CSP guidance, training and feedback to the CRC.

Skills

Communication skills

Interpersonal skills

Negotiation

Empathy

Attention to detail

MS Office proficiency

Data entry

Time management

Education

Certificate 3 in automotive mechanics

Tools

Microsoft Office Suite

Job description

Position Summary

The role of the Customer Support Program (CSP) Administrator is to assess requests for financial assistance once a customer’s vehicle is no longer covered under the Ford Express New Vehicle warranty both in Australia and New Zealand. The CSP Administrator reviews claims to ensure they are being claimed against the correct category, using the correct repair method and that the Dealership is claiming the correct standard repair times in line with Ford Workshop and Warranty Policy Manuals. The CSP Administrator reviews all pertinent information relating to the customers experience and adjudicates on the percentage of assistance provided by Ford Australia towards the cost of repairs required for the vehicle. The CSP Administrator liaises with the Ford Australia Service Engineering department & Ford Dealerships to resolve Customer Support Program requests.

Position Summary

The role of the Customer Support Program (CSP) Administrator is to assess requests for financial assistance once a customer’s vehicle is no longer covered under the Ford Express New Vehicle warranty both in Australia and New Zealand. The CSP Administrator reviews claims to ensure they are being claimed against the correct category, using the correct repair method and that the Dealership is claiming the correct standard repair times in line with Ford Workshop and Warranty Policy Manuals. The CSP Administrator reviews all pertinent information relating to the customers experience and adjudicates on the percentage of assistance provided by Ford Australia towards the cost of repairs required for the vehicle. The CSP Administrator liaises with the Ford Australia Service Engineering department & Ford Dealerships to resolve Customer Support Program requests.

What You'll Be Doing

• Maintain strong relationships with our Ford Dealership partners as well as our Ford partners.
• Respond to CSP Prior Approval contacts within 4 hours, courteously, with the goal to minimize the number of contacts required to complete a review for financial assistance.
• Review Professional Technical System (PTS) and Technical Assistance Center (TAC) responses whilst staying abreast of Technical Service Bulletins to ensure the correct repair methods are being applied by the Dealer network to effectively repair vehicles.
• Use OWS Prior approval system to communicate with and adjudicate on requests for financial repair assistance.
• Supports the region and Ford Customer Service Departments by providing insights around emerging mechanical trends and helping Ford Service Engineers (FSE) understand where Dealerships may need diagnostic assistance.
• Provide ad-hoc technical support for the CRC in lieu of the technical coordinator where required.
• Provide CSP guidance, training and feedback to the CRC to ensure best practice.
• Reporting and project support as needed.

What You Bring To The Role

• Certificate 3 in automotive mechanics (Light Vehicle/ Heavy Vehicle)
• 5+ years of mechanical experience (including apprenticeship) required.
• 12 months Dealership experience (preferred).
• Exposure to warranty administration & service advising is an advantage.

Skills

• Strong communication and interpersonal skills including the ability to negotiate and empathise.
• Process driven with strong attention to detail.
• Ability to work independently and collaboratively.
• Strong Microsoft Office Suite skills including working with web applications.
• Excels at prioritizing, multi-tasking and meeting deadlines in a fast-paced environment.
• Proficient in data entry.
• Ablility to demonstrate tact, good judgement and decision making.
• Understanding technical based buletins, work shop manuals and warranty policy manuals
• Technical & diagnostic experience (experience with late model Fords beneficial).

Other

• Must be available to work varied shifts.
• Occasional overtime may be required.
• Maintain workplace health and safety standard

AU-VIC-Melbourne