The Warranty Clerk role is crucial for managing warranty and out-of-warranty repairs efficiently. The person in this position is responsible for tracking turnaround times, coordinating necessary actions with technicians and stores, and ensuring timely and accurate communication with clients, all while maintaining strict adherence to service timelines.
Key Responsibilities
- Review the overdue and due warranty report every morning and discuss cases during daily meetings.
- Enforce a strict 72-hour turnaround time for warranty repairs.
- Escalate to management any urgent cases not resolved within 72 hours + 24 hours. Acceptable delays must be clearly documented (e.g., awaiting parts or client quotation approval), with clients updated at all times.
- Notify clients within 24 hours of item receipt at the warehouse using at least two communication channels.
- Provide accurate and regular updates to clients on repair progress.
- Inspect items thoroughly on receipt and before dispatch, including:
- Verifying accessories (cables, racks, covers, etc.).
- Taking photos where necessary.
- Ensuring items are securely packed before return.
- Ensure warranty items are transported using company vehicles and drivers, unless the client formally assumes risk.
- Coordinate timely claiming of warranty parts from stores using detailed technician reports.
- Communicate immediately with clients when machines are out of warranty and advise on applicable charges.
- Prepare and send quotations promptly and follow up for approval.
- Invoice out-of-warranty repairs accurately and on time.
- Communicate with clients regarding overdue or approved disposal of goods.
- Attend daily technical meetings punctually and record minutes.
- Return functional goods to stores with proper updates; damaged items must be invoiced accordingly.
- Uphold loyalty, confidentiality, and security standards at all times.
Qualifications and Experience
- A minimum qualification of BA/BSc/HND is required.
- Candidates must have 3 years of relevant experience.
