Customer Support Program Administrator

Percepta; City of Hume; On-site; AUD 85,000 - 110,000; Full time

Job summary

Percepta is seeking a CSP Administrator to assess financial assistance requests for Ford vehicles in Australia and New Zealand. You will adjudicate claims against correct categories and repair methods, liaise with Ford Australia Service Engineering and dealerships, and determine the percentage of assistance toward repairs.

The role emphasizes quick, courteous responses, adherence to warranty policy manuals, and collaboration with cross-functional teams to resolve CSP requests and provide

Qualifications

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

Responsibilities

• Maintain strong relationships with Ford Dealership partners and Ford partners.
• Respond to CSP Prior Approval contacts within 4 hours, courteously, to minimize contacts.
• Review PTS and TAC responses to ensure correct repair methods are applied by the dealer network.
• Use OWS Prior approval system to adjudicate requests for financial repair assistance.
• Provide insights on emerging mechanical trends to Ford Service Engineers.
• Offer ad-hoc technical support for the CRC in lieu of the technical coordinator.
• Provide CSP guidance, training and feedback to the CRC for best practice.
• Support reporting and project activities as needed.

Skills

Communication

Interpersonal

Negotiation

Empathy

Attention to detail

MS Office

Prioritization

Multi-tasking

Deadline driven

Education

Certificate 3 in automotive mechanics

Tools

Microsoft Office

Web applications

Job description

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.

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