Picking up where we left off, we discussed in the previous newsletter the warranty administration position and "execution" of the position's duties and responsibilities. As with any employee it is extremely important to outline what you expect from this person and what should be accomplished on a daily, weekly and monthly basis and have the employee sign and accept these responsibilities.
Recently a service manager and parts counterperson shared with me two separate topics that really kind of hit home. The service manager explained an experience he had at a prior dealership where there was "no" accountability for open repair orders and to make matters worse there were open repair orders dating back to "DECEMBER 2010" He found out there was a huge disconnect in communication and follow through between the warranty administrative employee, accounts receivable manager, office manager, and service manager.... to the tune of $380,000.00!! Apparently it wasn't deemed necessary to hold an open R.O. analysis meeting once a week!!
The parts counterperson mentioned that one of the downfalls he had experienced recently, was no concrete job description for a shop dispatcher position and no one reviewed his efforts, inspected his performance or trained him to carry out his tasks. The dealership dissolved this position a couple years ago and now wants to re-attempt to move this employee back in this position. After discussing this situation with his supervisors and the employee, there will be training, a written description of his job, and periodic inspections of his efforts.
These are two "real life" examples that put an exclamation mark to what we are trying to eliminate from happening with any of our employees especially the warranty administrator.
The 3 videos in this month's newsletter continue to define or outline if you will a "Warranty Administrator" duties and responsibilities. The descriptions of these responsibilities are not just limited to what is mentioned and quite frankly should be discussed in depth pertaining to your dealership's policies and procedures.
Many times we think of this employee's position or environment as just a "warranty order shuffler" in a "back office" somewhere out of sight and out of mind.
As mentioned previously this employee has too much dealership responsibility, ($$$) not to have some type of daily review and training. I will breakdown moving forward what it means to "Maintaining Relationships with the Customer and the Manufacturer", "Particular Administrative Tasks" and "Complete any Available Training Opportunity," On many occasions I come across a warranty person that has tremendous impact on the dealers fixed operation's bottom line due to superb execution, pro-activeness and a teamwork mentality who is a "real value creator"
Is this your warranty administrator??