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