Summary
Overview
Work History
Education
Skills
Casual Employment
References
Hobbies and Interests
Timeline
Generic

Domenico Vitocco

KINGSFORD

Summary

Detail-oriented team player with strong organisational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

39
39
years of professional experience

Work History

National Warranty Manager

EEA EARTHMOVING EQUIPMENT AUSTRALIA
11.2022 - Current
  • Responsible for the day to day running of all warranty enquires
  • Analyse all warranty and service data, present findings to stake holders on a weekly basis
  • Responsible for all warranty enquires for 6 brands
  • Liaise with all manufacture to ensure compliance is meet
  • Create and carry out internal training for all new and existing Service Staff relating to all warranty requirements
  • Conduct periodic audits, report findings back to stake holders to ensure compliance is met and the dealership is not exposed to any financial exposure
  • Conduct weekly TEAMS meetings with Branch managers relating to all open work orders that are warranty
  • Responsible for all sites and ensure all warranty matters are handled
  • Ensure all claims, corrections and credits are processed within factory guidelines
  • Liaise with Parts department to ensure complete understanding of factory policies
  • Compile quotes for all sub-contractors repairs out in the field
  • Conduct weekly toolbox meeting with workshop staff to ensure that all requirements regarding warranty and compliance are meet
  • Responsible for inspecting all failed parts meet the manufactures criteria
  • On going training to ensure that all staff are warranty compliant.
  • Implement check lists to ensure all warranty data is correct prior to submission.
  • Manage all recall campaigns
  • Create warranty training module for all new starters.
  • Forecast warranty spend for all brands across the company.

National Service Manager

MG MOTORS AUSTRALIA
04.2020 - 11.2022
  • Manage/Technical Service Team and implement process to support operation
  • Assisting dealers to resolve any concerns raised wth service, warranty and technical areas
  • Assisting dealers in the field with service, warranty and technical issues
  • Assist dealers in all aspects of service development
  • Plan and conduct dealer field visits when required to assist dealers resolving issues
  • Monitor dealer service and parts facilities to ensure they comply with Company policy
  • Ensure dealers comply with all Companies policy and procedures relating to service, warranty, parts and training
  • Define dealership staff training requirements and work in conjunction with After Sales Director and training provider to develop courses
  • Liaise with Company and dealers regarding customer care issues
  • Liaise with Warranty Administrator and facilitate training, audit/compliance requests
  • Communicate and assist with issues pertaining to vehicle distribution and including surveying
  • Liaise with factory on technical, training and dealer issues in conjunction with After Sales Director
  • Provide assistance with technical documentation and reporting in relation to homologation and new models
  • Other duties as assigned from time to time when required
  • Responsible for day-to-day data processing/handling all CSI returns and owner issues
  • Handle incoming customer relations enquiries and direct responses
  • Provide Customer Service Support to customers in-conjunction with the National call centre
  • Process and monitor customer escalation
  • Implementation of super service menu to dealer network (infomedia)
  • Implement DVR platform for regional after sales specialist in conjunction with Nidasu.

Warranty Manager

MG MOTORS AUSTRALIA
02.2017 - 04.2020
  • To adjudicate warranty claims submitted by dealer network that require manual intervention
  • Return any claim to the customer for correction for anomalies or detail outside policy guidelines, ensuring that the correct notification is provided to the customer for the appropriate corrective action
  • Review unfinished warranty claims on a regular basis advising dealerships of outstanding issues relevant to those claims
  • Assist the dealer network and respond to questions raised in regard to warranty matters and authority decisions within the policy guidelines, outlining in detail policy requirements where applicable
  • Advise dealerships of claim processing errors
  • Provide customer support on all warranty matters including literature and claims
  • Read, file and understand parts or Service related bulletins issued in regard their relevance to warranty clam processing
  • Maintain an organised file system of customer and manufacturer correspondence ensuring where possible that specific requirements are recorded within the claim text file for future reference
  • Correctly process and complete end of month requirements for both MG Motors Australia and Dealerships
  • Ensure that correct procedures are followed for customers to receive credit statements
  • Enter claim debits that may be required from audit inspections
  • Create warranty dealer training module and dealer to network staff
  • Create and deliver detailed warranty reports to upper management
  • Maintain a self discipline and conduct in a supportive manner which reflects the responsibility of the role.

Warranty Manager

TRIVETT LANDROVER & JAGUAR - ALEXANDRIA
09.2007 - 02.2017
  • Administrate six different franchises (Land rover, Jaguar, Bentley, Aston Martin, Rolls Royce, McLaren)
  • Assess, compile and submit claims to the factory
  • Follow-up outstanding claims through to conclusion
  • Reconcile credits from manufacturer
  • Organise quotes and authorities for panel work and trim work
  • Inform all Service Personnel regarding safety recall bulletins
  • Organise part storage and tagging, liaise with Spare Parts on returns to U.K
  • Maintain Warranty Register
  • Carry out in-house Warranty Training
  • Carry out in-house Audits
  • Respond to dealer enquiries or service matters as they relate to warranty
  • Assist with other service department functions as required
  • Responsible for two staff members
  • Carry out daily reports to upper management
  • Maintain Good relationship with Factory Representatives.

National Warranty Auditor

KIA/ATECO AUTOMOTIVE PTY LTD - HOMEBUSH
04.2004 - 09.2007
  • Conduct audits of Dealer warranty claims in a structure and detailed manner including and introductory and final meeting
  • Advise Dealer Principal in writing of intended audit 14 days prior to commencement and follow up confirmation with Service Manager
  • Present a final report to the Dealer Principal containing a detailed description of the deficiencies identified, financial exposure (potential audit risk) and any resultant chargeback that may be applicable
  • Advise the Dealer Principal of any recourse available and ensure a thorough understanding of any future actions that may be implemented
  • File reports in Dealer Files and provide Management with results of audits, plus ensure any recommendations are implemented to support those actions advised to the Dealer
  • Ensure that any claim debits that may be required from audit inspections are processed
  • Advise Regional Service Managers of continual negligence identified in a Dealer's claim processing
  • Respond to Dealer's questions in regard to warranty matters and authority decisions within the policy guidelines, quoting in detail policy requirements where applicable
  • Read, file and understand Service Bulletins issued in regard to their relevance to warranty claim processing
  • Maintain an organised file system of customer and Manufacturer correspondence
  • Advise management of any anomalies in system or workload that may infringe on meeting the KPI requirements
  • Maintain self discipline and conduct myself in a manner, which reflects the responsibility of the position
  • Carry out other duties as requested and considered to be appropriate by management.

Warranty & Sales Auditor

DEALER AUDIT SERVICES - KOGARAH
08.2002 - 04.2004
  • Conduct Warranty Audits on the 200 dealerships network throughout Australia
  • Check all Job Cards/Repair Orders and Procedures and inspect all parts regarding warranty claims
  • Conduct Audits on all aspects of Fleet Claims in sales department
  • Conduct Audits on incentive claims from manufacturer
  • On completion of audit, meet with the Dealer Principal and issue a written report outlining all the deficiencies found
  • Discuss recommendations for implementation of improved procedures.

Warranty Administrator

LANDROVER ON CROWN - WATERLOO
11.1998 - 08.2002
  • Administrate four different franchises (Landrover, MG, Rover and Peugeot Cars)
  • Compile, assess and submit claims to head offices via AS-400 system
  • Follow-up outstanding claims through to conclusion
  • Reconcile credits from manufacturer
  • Organise quotes and authorities for panel work and trim work
  • Organise part storage and tagging
  • Submit goodwill warranty to all manufacturers on behalf of consumer
  • Organise product reports to manufacturers
  • Keep staff updated with bulletins and recalls
  • Respond to dealer enquiries or service matters as they relate to warranty
  • Check in New Vehicles from transport companies
  • Assist with other service department functions as required.

Warranty Officer

WARREN TOYOTA - LIVERPOOL
01.1996 - 01.1998
  • Compile, process and submit claims through Toyota Computer Network along with Suzuki
  • Receive and enter weekly credits into registers
  • Enter all claims into registers
  • Parts tagging, storage and return to manufacturer
  • Keep Service Manager, Advisors and Workshop Foreman updated with warranty and technical bulletins on weekly basis
  • Assess, compile quotes and organize paint repairs
  • Deal with customers' warranty and technical enquiries
  • Exchange radio program to Melbourne.

Motor Mechanic

WARREN TOYOTA - LIVERPOOL
01.1994 - 01.1996
  • Service and repair all passengers and light commercial vehicles
  • Assist and guide an apprentice
  • Diagnose and road test vehicles
  • Strip down and rebuild of engines.

Motor Mechanic

FAMILY CAR CENTRE - GUILDFORD
01.1993 - 01.1993
  • Carry out all facets of repairing vehicles retail/warranty
  • Engine rebuilds.

Motor Mechanic

WESTERN TOYOTA/HINO - GUILDFORD
01.1988 - 01.1993
  • Service and repair of all passengers light commercials, truck and buses
  • Assist and guide of apprentices
  • Diagnose and road test vehicles
  • Relieve foreman when required
  • Distribution of work and daily ordering of parts
  • Strip down and rebuild of engines
  • Customer enquiries and consultation.

Motor Mechanic

OMEGA AUTOMOTIVE CENTRE - GUILDFORD
01.1987 - 01.1988

Motor Mechanic

FAIRFIELD QUICK SERVICE - FAIRFIELD WEST
01.1986 - 01.1987

Motor Mechanic

ESSO SERVICE CENTRE - LIVERPOOL
01.1986 - 01.1986

Education

Completed Advanced Warranty Courses for Land rover & MGF -

Toyota & Hyundai School -

Toyota Training Centre
Taren Point, NSW

AIM Course- Manage performance effectively -

Australian Institute Management
Sydney, NSW
01.2020

Miller TAFE
Liverpool, NSW
01.1991

Motor Vehicle Repairers Industry Council Licenses -

01.1990

Diploma in Automotive Technology -

01.1989

Liverpool Boys High School -

01.1985

Skills

  • Risk mitigation strategies
  • Financial records review
  • SOP Adherence
  • Internal Controls
  • Root Cause Analysis
  • Audit Coordination
  • Report creation
  • Report Generation
  • Audit Planning
  • Forecasting
  • Internal Auditing
  • Audit reporting

Casual Employment

  • Head Barman, VILLA CAPRI RECEPTION LOUNGE, 11/01/89, 11/01/97
  • Head Barman, MARCONI CLUB, 11/01/86, 11/01/89

References

  • Dervis Erener, GROUP WARRANTY MANAGER/KIA MOTORS AUSTRALIA, (02) 9701 1700
  • Geoff Wright, NATIONAL SERVICE MANAGER/JUNGHEINRICH/TCM, 0477 228 826

Hobbies and Interests

I enjoy playing golf, swimming and spending time with my friends and family.

Timeline

National Warranty Manager

EEA EARTHMOVING EQUIPMENT AUSTRALIA
11.2022 - Current

National Service Manager

MG MOTORS AUSTRALIA
04.2020 - 11.2022

Warranty Manager

MG MOTORS AUSTRALIA
02.2017 - 04.2020

Warranty Manager

TRIVETT LANDROVER & JAGUAR - ALEXANDRIA
09.2007 - 02.2017

National Warranty Auditor

KIA/ATECO AUTOMOTIVE PTY LTD - HOMEBUSH
04.2004 - 09.2007

Warranty & Sales Auditor

DEALER AUDIT SERVICES - KOGARAH
08.2002 - 04.2004

Warranty Administrator

LANDROVER ON CROWN - WATERLOO
11.1998 - 08.2002

Warranty Officer

WARREN TOYOTA - LIVERPOOL
01.1996 - 01.1998

Motor Mechanic

WARREN TOYOTA - LIVERPOOL
01.1994 - 01.1996

Motor Mechanic

FAMILY CAR CENTRE - GUILDFORD
01.1993 - 01.1993

Motor Mechanic

WESTERN TOYOTA/HINO - GUILDFORD
01.1988 - 01.1993

Motor Mechanic

OMEGA AUTOMOTIVE CENTRE - GUILDFORD
01.1987 - 01.1988

Motor Mechanic

FAIRFIELD QUICK SERVICE - FAIRFIELD WEST
01.1986 - 01.1987

Motor Mechanic

ESSO SERVICE CENTRE - LIVERPOOL
01.1986 - 01.1986

Completed Advanced Warranty Courses for Land rover & MGF -

Toyota & Hyundai School -

Toyota Training Centre

AIM Course- Manage performance effectively -

Australian Institute Management

Miller TAFE

Motor Vehicle Repairers Industry Council Licenses -

Diploma in Automotive Technology -

Liverpool Boys High School -

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Domenico Vitocco