SECTION 1 – DEALERSHIP ADMINISTRATION
1.1 DEALERSHIP WARRANTY RESPONSIBILITIES
1.1.13 Warranty Claims Administrator Responsibilities
Warranty Administrator or Warranty Claims Processing personnel reviews, prepares and submits Warranty Claims to Ford Motor Company. A Warranty Administrator can be a Dealer-based employee or an Outside Claiming company.
NOTE: In either case, the Dealership must ensure all processes and policies are adhered to.
- Reviews completed work order and verifies that the appropriate supporting information have been entered on the claim.
- Customer Concern Code (CCC) and the Fault Cause Rectification statement in certain markets should reflect the final repair
- Condition Codes
- Diagnostic Codes (where applicable)
- Service Labour Time Standard Operations
- Approval Codes (where applicable)
- Utilizes the Warranty & Policy Manual, OWS / SERVIS2 User Guide, TSB and other Ford publications for accurate claims submission
- Effectively communicates with service management to ensure the accurate documentation of customer vehicle concerns, repair causes and technician corrective repair actions for each warranty claim submitted to Ford Motor Company
- Upon request, provide supporting documentation
- If the DMS assigns an internal ID and not the STARS ID to the RO, it is permissible to attach the Dealership’s internal cross-reference sheet displaying the Technician’s STARS ID with your supporting documents.
- Submits and manages warranty claims through their DMS and/or OWS/ SERVIS2 Claiming System.