1. Jobdescription <Job Title>
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Service & Warranty Coordinator
(MarketQualityAnalyst,WarrantyClaimHandler)
Identification
Reports to
(function)
Manager Service Department Service
A.MAINPURPOSE OF FUNCTION
 To analyze problems reported in the market and collect the necessary information for QC and /or
R&D to take the appropriate corrective and preventive countermeasures.
 To issue service information to the genpo and dealer network in Europe in order to provide the
necessary information on how to prevent or correct possible problems that can occur on
accessories.
 Set up the proper procedures and policies with HME and genpo’s to effectively handle customer
claims.
 To monitor and evaluate all warranty claims issued by the genpo’s to HACE
 Helpdesk function towards our customers with regards to claim handling.
B. KEYROLES &ACTIVITIES RELATEDTOTHEFUNCTION
Role 1 : Claim analyst
Key result area: Monitors the customer claims which are reported through the warranty or QIC
system in order to provide correct and complete details of the claims to R&D and /or QC so that
the proper countermeasures can be taken.
Key activities:
 Monitoring of the warranty claims and QIC reports and checks whether no new claims
are reported.
 When new claims are reported, consult with the genpo and gather as much information
as possible to be able to correctly address the issue, if necessary go to the dealer to
verify the claim at the spot.
 Reports the claim details to QC & R&D and follow up if the proper countermeasures are
taken within the acceptable timing.
 Issue of service information to the genpo’s in order for dealers to be able to prevent or
correct possible customer complaints
 Will make sure that the necessary countermeasure parts are available before the market
action will start.
 Issues the monthly QC and Service report to HACE management and HAC Japan
management to report on the quality and claim status of HACE products.
Role 2 : Market quality analyst
Key result area: Monitors various reports with regards to accessory market quality and service in
order to provide input to R&D and QC to improve the quality of the accessories and services
provided by HACE to genpo’s, dealers and end customers.

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Key activities:
 Participate in SQ meetings and service meetings organized by HME to get input from
genpo’s and dealers on the perceived quality of the accessories and services provided by
HACE
 Joins genpo service meetings to receive input from genpo’s and dealers on the
perceived quality of the accessories and services provided by HACE
 Analyzes the PQS input to check customer perception of the HACE accessories.
 Will provide reports on market quality to the new model project teams in order to improve
the quality of our accessories during development.
 Will develop the appropriate service procedures together with HME and Genpo’s in order
to give the same service level for accessories as which is provided for the car or the
motorcycle.
Role 3 : Warranty claim handling
Key result area: will monitor and evaluate all warranty claims issued by genpos in order to
reimburse customers for the costs related to such claims
Key activities:
 Monitoring and evaluation of claims issued by genpo’s on the NEWS system.
 In case of doubt, request to return the claim part for evaluation, or visit the genpo to
check the returned parts on the spot.
 Evaluation of the returned claim parts, and in case of new reported problems inform the
HACE quality responsibles
 Assure the correct payment of the warranty claim to the genpo.
 Set up the proper evaluation parameters in the NEWS system to achieve an efficient and
effective automatic validation of the warranty claims.
Role 4 : Warranty claim reimbursement
Key result area: Will report the warranty claims to the supplier in order to get reimbursement for
the claim cost from the supplier.
Key activities:
 To report and provide evidence to the supplier on a monthly base of the warranty claims
received from the genpo’s.
 To issue a reimbursement request to the supplier for the cost incurred by the warranty
claim.
 Follow up of the warranty payment from suppliers to HACE.
 In case supplier rejects the warranty claim, negotiate to have the full or a part of the
warranty claim reimbursed.
 Set up warranty agreements with suppliers in order to have a smooth validation of the
warranty claims.
Role 5 : Helpdesk
Key result area: To provide a helpdesk function in case genpo’s have questions with regards to
open claims or other quality issues.
Key activities:
 Answering to queries from genpo’s with regards to claims or quality problems.
 Maintenance and follow up of the RM system.
 Support follow up of spare parts availability for accessories
C. QUANTITATIVE INFORMATION
 Warranty budget ; 1.000.000 Euro
 Number of meetings with HME and genpo’s; 10/ year
 Number of QIC’s to handle ; approx 10/ year
 Number of claims to handle ; 3000 /year (cars)
 Number of helpdesk interventions; 5/day

3. Jobdescription <Job Title>
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D. ORGANIZATIONAL CONTEXT
a/ Parameters impacting the function
 Quality level of accessories
 HME policies
 Suppliers willingness to reimburse claim cost
b/ Function Contacts
Internal Contacts
 All HACE departments
External Contacts
 All HACE suppliers
 All genpo’s
 HME
 HAC Japan
 All HACE departments