Customer Support Program Administrator

2 weeks ago

Melbourne, Australia Percepta International Full time

Customer Support Program Administrator
AU-VIC-Melbourne

**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 Automotive 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 Automotive 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 Automotive Australia towards the cost of repairs required for the vehicle. The CSP Administrator liaises with the Automotive Australia Service Engineering department & Automotive Dealerships to resolve Customer Support Program requests.

**Duties and Responsibilities**
- Maintain strong relationships with our Automotive Dealership partners as well as our Automotive partners.
- Respond to CSP Prior Approval contacts within 24 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 Servis2 Prior approval system to communicate with and adjudicate on requests for financial repair assistance.
- Supports the region and Automotive Customer Service Departments by providing insights around emerging mechanical trends and helping Automotive 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.

**Education**
- Certificate 3 in automotive mechanics (Light Vehicle/ Heavy Vehicle)

**Experience**
- 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.
- Excels at prioritizing, multi-tasking and meeting deadlines in a fast-paced environment.
- Proficient in data entry.
- Ability to demonstrate tact, good judgement and decision making.
- Understanding technical based bulletins, work shop manuals and warranty policy manuals
- Technical & diagnostic experience (experience with late model Automotive beneficial)

**Other**
- Must be available to work varied shifts
- Occasional overtime required

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