Authorization Officer

**Primary Purpose**

The Maintenance Authorizations agent main function is to manage the maintenance fund, by making sure that the quotes repairs are scrutinized and quoted prices are benchmarked against the industry.

The incumbent needs to ensure that warranty policies are adhered to.

**Minimum Requirements**

**Qualifications**:

- Grade 12 or equivalent.
- Qualified Motor Technician

Experience
- Minimum of 3 years' experience as a qualified motor technician.
- Experience on commercial vehicles (Ideal)

**Duties and Responsibilities include but not limited to**

Customer Service
- Telephone etiquette.
- Clarifies procedures and processes.
- Promotes consistency.
- Responsiveness: Speed of responses, reaction and turnaround time.
- Levels & quality of service delivery as experienced by internal & external customers.

Internal Customer Relationship
- Developing ties with internal departments.
- Maintain a positive attitude and drive.
- Effort to forge & maintain quality inter-personal relationships.

Service Levels
- Ensure that all decisions made are in conjunction with the deal parameters and reduce maintenance/repair costs at all times.
- Evaluate all supplier quotations.
- Warrantee claims.
- Goodwill claims.
- Fleet discount on labour and parts pricing.

Operational Excellence

Call Volume Criteria:

- Average number of calls/service request per agent.
- Costs of operating call centre/service desk.
- Inbound abandon rate.
- Inbound availability rate.
- Inbound average talk time.
- Inbound calls handled.

Technical Criteria:

- Ability to analyze quotations.
- Differentiation between R&M, abuse or negligence.
- Knowledge and competency.
- First-Call resolution rate.
- Handle breakdowns.
- Field service technician utilization.
- This position is advertised in line with our commitment to Employment Equity._