Petrol Mechanic

**Duties and Responsibilities**

**Call Handling, Ticket Logging, and Customer Service**
- Answers inbound calls professionally and records all client-reported incidents in the approved Fleet Management system
- Creates accurate reference numbers and records essential details (registration, issue type, location)
- Provides friendly, timely and accurate feedback to clients regarding maintenance updates
- Follows up on unresolved issues until completion and maintains continuous communication with clients
- Diagnose likely technical faults accurately based on customer descriptions, repair history and known vehicle issues (desktop technical triage)
- Engages clients with basic mechanical explanations where applicable, bridging technical language into user-friendly updates
- Escalates complex technical issues to the OEM liaison or in-house technical advisors for validation 35%

**Verification of Lease Terms and Warranty** Conditions
- Reviews lease contracts and maintenance SLA’s to verify whether the reported service is covered under the agreement.
- Checks vehicle warranty status and determines whether the required repair is eligible for manufacturer warranty
- Escalates out-of-scope or high-cost repairs to supervisors or Contracts Management
- Interprets and validates manufacturer warranty against specific job card line items, using OEM warranty portals or technical bulletins
- Identifies and flags claims that are potentially wear-and-tear or driver abuse vs. mechanical failure
- Recommends internal policy changes where repeated claim rejections or ambiguous contract clauses arise 10%

**Maintenance Scheduling and Vendor Coordination**
- Books vehicles with appropriate merchants based on location, capability and SLA ranking.
- Issues job instructions and authorisations to vendors, ensuring they understand the scope and contract compliance
- Tracks job progress, updates vehicle statuses and coordinate deliveries / collections where required
- Matches jobs to vendors based on technical capability (e.g. suspension work vs. drivetrain repair) and not just geography or SLA ranking
- Verifies vendor’s understanding of the failure, proposed fixes and ensures that OEM repair methods are followed
- Reviews merchant quotes for technical feasibility before issuing authorisations 20%

**Payment Preparation and Documentation Control**
- Receives invoices from vendors and conducts quality checks for accuracy and alignment with approvals
- Prepares complete job packs for finance including quotes, job cards, invoices and authorisations
- Maintains proper electronic records for audits and client reconciliations
- Validates invoice line items against job card findings and OEM labour guides (i.e. confirms correct hours and parts per repair)
- Detects discrepancies in part pricing or inflated diagnostics and refers to internal audit where necessary
- Captures technical commentary to assist Finance in handling client billing disputes or audit queries

**SLA Compliance and**
- Downtime Monitoring
- Monitors repair timelines and ensures merchants’ adherence to SLA thresholds (e.g. 72-hour repairs)
- Reports downtime metrics and delays for client reporting and internal performance reviews
- Proactively follows up to minimise downtime and flag any merchant performance concerns Analyses downtime trends by failure type (e.g. electrical vs. mechanical) to identify systemic merchant delays or parts shortages
- Logs and flags repeat repairs by VIN for possible merchant liability, driver behaviour issues or OEM disputes
- Maintains a technical downtime dashboard to assist management in SLA enforcement 20%

**Reporting, Audits, and Trend Analysis**
- Compiles daily, weekly and monthly reports on vehicle repairs, merchant performance, downtime, and authorisations
- Identifies recurring issues and recommends cost-saving measures or service provider improvements
- Supports internal audits and client reconciliations through clear documentation and commentary
- Provides technical analysis of top recurring faults across fleet (e.g. turbo failures, EGR valve issues, brake wear)
- Recommends OEM-specific cost containment strategies such as preventive part replacement intervals
- Drafts technical insight reports on merchant performance based on diagnostic accuracy and first-time-fix rate

**Skills and Knowledge**
- Call Centre Systems
- Business Processes and Services
- Customer Care
- Financial Management
- Policies and Procedures
- Automotive Systems (Engine, Drivetrain, Electrical, Suspension, Braking)
- Fleet Management Operations
- Warranty and SLA Interpretation
- Intermediate Microsoft Excel

**Education**

Grade 12 (NQF 4)

N1 / N2 (NQF level 2 / 3) Artisan Aide Certification as a Diesel / Motor Mechanic

Ideal: Trade Certification (Red Seal) as a Diesel / Motor Mechanic, OEM technical training advantageous (e.g. Toyota, Ford, Isuzu)

**Experience**
- 3 - 5 years motor industry experience
- 2 years in a customer service, call centre or techn