Customer Support Program Administrator

Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a Customer Support Program (CSP) Administrator working in Campbellfield, VIC, you’ll be part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of our award-winning, people-first culture.

What You’ll Be Doing

The role of the Customer Support Program (CSP) Administrator is to assess requests for financial assistance once a customer’s vehicle is no longer covered under the Ford Express New Vehicle warranty both in Australia and New Zealand. The CSP Administrator reviews claims to ensure they are being claimed against the correct category, using the correct repair method and that the Dealership is claiming the correct standard repair times in line with Ford Workshop and Warranty Policy Manuals. The CSP Administrator reviews all pertinent information relating to the customers experience and adjudicates on the percentage of assistance provided by Ford Australia towards the cost of repairs required for the vehicle. The CSP Administrator liaises with the Ford Australia Service Engineering department & Ford Dealerships to resolve Customer Support Program requests.

During a Typical Day, You’ll

• Maintain strong relationships with our Ford Dealership partners as well as our Ford partners.
• Respond to CSP Prior Approval contacts within 4 hours, courteously, with the goal to minimize the number of contacts required to complete a review for financial assistance.
• Review Professional Technical System (PTS) and Technical Assistance Center (TAC) responses whilst staying abreast of Technical Service Bulletins to ensure the correct repair methods are being applied by the Dealer network to effectively repair vehicles.
• Use OWS Prior approval system to communicate with and adjudicate on requests for financial repair assistance.
• Supports the region and Ford Customer Service Departments by providing insights around emerging mechanical trends and helping Ford Service Engineers (FSE) understand where Dealerships may need diagnostic assistance.
• Provide ad-hoc technical support for the CRC in lieu of the technical coordinator where required.
• Provide CSP guidance, training and feedback to the CRC to ensure best practice.
• Reporting and project support as needed.

What You Bring to the Role

• Certificate 3 in automotive mechanics (Light Vehicle/ Heavy Vehicle)
• 5+ years of mechanical experience (including apprenticeship) required.
• 12 months Dealership experience (preferred).
• Exposure to warranty administration & service advising is an advantage.
• Strong communication and interpersonal skills including the ability to negotiate and empathise.
• Process driven with strong attention to detail.
• Ability to work independently and collaboratively.
• Strong Microsoft Office Suite skills including working with web applications.
• Excels at prioritizing, multi-tasking and meeting deadlines in a fast-paced environment.
• Proficient in data entry.
• Ablility to demonstrate tact, good judgement and decision making.
• Understanding technical based buletins, work shop manuals and warranty policy manuals
• Technical & diagnostic experience (experience with late model Fords beneficial).
• Must be available to work varied shifts.
• Occasional overtime may be required.
• Maintain workplace health and safety standards

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.