Sashnee Veerabathran Govender

- Manage daily dealership banking, EFT tickets, refunds, and cash flow reconciliation
- Maintain an accurate and up-to-date warranty claims register
- Cost and process all repair orders, ensuring correct parts and labor allocation
- Assist with warranty claims paperwork, packing, and dispatching
- Control and monitor all outwork quotes, technician overtime, and fleet authorizations
- Assist with customer database updates and ensure vehicle data accuracy
- Handle all accounts-related mail, daily workshop invoice organization
- Sign for and verify repair orders received from the workshop
- Produce invoices from repair orders via computer and distribute to relevant departments
- Summarize work in progress daily and monthly
- Balance monthly cash sales with the accounts department
- Follow up on unpaid warranty claims with the distributor
- Assess vehicle eligibility for warranty work and process claims according to distributor guidelines
- Check all repair orders are signed by owners, properly documented, and approved
- Ensure technicians record clock times, work completed, and warranty parts are correctly tagged and stored daily
- Maintain storage, forwarding, and disposal of warranty parts per distributor policies
- Attend warranty training courses and stay updated on Toyota warranty policies and bulletins
- Follow-up on all special service campaigns as instructed by the distributor
- Manage and plan all work for the fitment and PDI (Pre-Delivery Inspection) centre
- Prepare departments for audits, including FIR, Kodawari, DERAP, and EPI reports
- Oversee planning and logging of Kinto fitments and tickets, audit workshop job cards
- Ensure compliance with operational procedures in service and repair departments
- Prepare and review reports on workshop activities, job card audits, and compliance
- Maintain detailed records for repair orders, warranty submissions, and audit documentation

Health & Safety (H&S) & Environmental Responsibilities:

- Support development and enforcement of OHS policies and programs
- Conduct risk assessments and enforce preventative measures
- Organize and facilitate OHS training for staff and management
- Inspect premises to identify hazards and stop unsafe acts
- Record and investigate incidents, handle workers' compensation claims
- Oversee disposal of hazardous substances and ensure environmental compliance
- Advise on noise levels, machinery safety, and environmental health topics
- Conduct inspections to meet hygiene and safety standards and respond to incidents

• Service Staff Recruiting, Training and Development
• Staff Department to optimize customer opportunities and productivity.
• Train Service Advisors daily using role-play, evaluation, checklists, and quizzes to ensure they are well versed in the service process
• Ensure technical staff are properly trained and have the breadth of experience necessary to cover customer needs
• Develop staff by setting and communicating performance/production expectations, monitoring performance, identifying and development needs, coaching and mentoring.
• Customer engagement
• Resolve customer requests, questions and concerns in a professional, friendly, and prompt manner
• Inspect repair orders daily for legibility, accuracy and legality
• Ensure that all manufacturer policies and procedures are followed
• Manage the administration, tracking and follow-up required to stay current on warranty, receivables and service contracts
• Read, understand and take action on MIS to generate maximum revenue and control expenses
• Inspect and maintain the cleanliness, organization and appearance of all service areas in accordance with state and federal OSHA laws to ensure a professional, safe environment for customers and employees
• Administrative Functions
• Hold daily and monthly staff meetings as required covering key information.
• Serve as liaison between the store and Support Services Fixed Operations. Receive, communicate and hold staff accountable to policy and procedure requirements and updates
• Complete service department reporting and month-end procedures on time
• Strong attention to detail and sense of urgency.
• Excellent communication skills both written and oral
• Active Listening - give full attention to the words and body language of others, take time to understand the points being made and ask questions as appropriate
• Critical Thinking - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Time Management - ability to prioritize workload and manage one's own time
• Possess ability to meet and exceed automotive industry standards in service, sales and operations

• Follow up and process of sublet orders
• Opening of WIP's
• Invoicing of jobs
• Prepare credit notes
• Follow OEM warranty and maintenance policies and procedures
• Assist department to achieve gross profit budget
• Maintain budget sublet sales gross profit margin
• Ensure consumable sales in line with budget
• Assist department to achieve hours invoiced target in line with budget
• OEM Warranty claims outstanding < 30 days
• OEM Maintenance claims outstanding < 15 days
• Other warranty/maintenance claims outstanding < 30 days
• Achieving warranty audit score > 80%
• Nature and frequency of credit notes to be assessed
• Goods in suspense clear weekly Experience with OEM warranty and maintenance claims
• Kerridge/Autoline experience in Point of Sales/Purchase Control/CRM and Sales Ledger - especially invoicing from Point of Sales
• Knowledge of Parts Stock Management advantageous
• Good analytical and problem solving skills
• High attention to detail
• Accurate coding of warranty claims and entering into the dealerships automated system
• Reviewing warranty paperwork to ensure proper documentation and verify criteria required by the factory or distributor
• Maintain good working relationships with the Service and Parts departments
• Booking/coding warranty, customer and internal repair orders
• Reconciling all warranty receivables and working with the accounting department to obtain payments
• Handle rejected claims according to dealership and/or manufacturers specifications and follow up on outstanding claims
• Maintaining all service and customer records as required by the warrantor
• Completing your required training
• Other duties as assigned
• Ensure the dealership is paid for all warranty work in an accurate and timely fashion by preparing, flagging, submitting, and following up on each claim
• Coordinates with vendors and manufacturers to ensure prompt receipt of replacement parts
• Communicates with customers and service technicians to define the scope of a warranty claim resolution and to set expectations
• Prepares, reviews, and processes warranty claims
• Follows up with each claim to ensure service delivery to the customer and compensation for the dealership
• Keep abreast of all factory recalls, announcements, and procedures