Service & Warranty Team Lead

3 months ago

Cambridge, Canada Challenger Motor Freight Inc. Full time

**Envision**:
Working for a company dedicated to personal career growth and opportunity in moving the organization forward. Challenger Motor Freight Inc. is a Platinum Club Member in Canada’s 50 Best Managed Companies. Our success is directly attributed to our dedicated and talented team of professionals who work hard together with a common purpose - to keep us on the leading edge in safety, technology, and analysis.

It’s not by chance that Challenger is a leading North American freight transportation company. In 40 years, Challenger has grown from one person with a vision and a truck to an international transportation and supply chain management company.

**We offer the following in our search for engaged employees looking to become part of a successful team**:

- A continuous learning environment that develops your individual career goals
- A continuous improvement environment where all ideas are explored
- Engaged coaches and mentors who will provide guidance but also allow autonomy
- Team atmosphere
- Competitive and comprehensive total rewards package including company paid group benefits and company sponsored retirement savings plan
- Support of professional memberships and certifications
- Hours: Monday to Friday, 7:00am to 3:30pm

**The Opportunity**:
The **Service & Warranty Team Lead** is the central point of contact for the Maintenance Department and is responsible for coordinating maintenance, repairs and keeping accurate maintenance records of Challenger’s fleet of trucks and trailers. This role is also responsible for claiming and collecting all warrantable work completed in-house as well as by third-party vendors.

**Key Accountabilities**:
**Service Advisor**
- Provide prompt, courteous and accurate customer service to internal and external stakeholders on all repairs for Challenger trucks and trailers
- Handle internal customer issues, requests, questions and complaints in a professional and timely manner
- Maintain regular communication with customers as needed regarding ongoing repairs
- Prioritize, allocate and schedule work and equipment inspections independently
- Assist with regular data entry requirements for service-related reporting to management
- Manage equipment data entry and updates to various computer systems using multiple software platforms
- Correctly input information into a database to ensure accurate monitoring of unit maintenance
- Schedule service inspections as required following the maintenance schedule
- Open and close work orders with speed and accuracy
- Process repair charge backs as required
- Perform other duties as required

**Warranty Advisor**
- Review claims created in work order / warranty system
- Identify and estimate warranty and/or goodwill coverage

Gather and edit claims documentation backup, calculate part cost and allowable labour time with all claimable items for submission to appropriate OEM representative
- Ensure collection of submitted warranty items
- Review and maintain warranty parts cage
- Receive and ship parts to vendors as required
- Dispose of parts as required after submission or retention period expiration
- Review invoices for claimable items for goodwill, warranty and/or incorrect billing which are submitted to on-road warranty check workflow in Synergize
- Review and document invoices that are not billable to Challenger in zero-dollar warranty claim
- Communicate any discrepancies with work orders or invoices to management and consult with members of the maintenance department on eligibility of various repairs for warranty
- Ongoing review of warranty procedure and policy and contribute to periodic updates and/or changes
- Contribute and or develop reports to track warranty reclamation and maximize warranty dollar recovery to Challenger

**What You Need To Be Successful In This Role**:
Secondary School Diploma required Post-Secondary education or relevant work experience in a mechanical or over-the-road setting is an asset
- 3-5 years’ of work experience in an administrative support role (maintenance or parts environment preferred)

Ability to handle large volumes of work and stressful situations Strong interpersonal, verbal and written communication skills
- Fluent in English is required, bilingual in French or another language is an asset
- Proficient with Microsoft Office, computer/typing skills and telephone skills
- Strong attention to detail, organized and can prioritize workload
- Motivated team player who also work well independently with a strong sense of commitment to the customer
- Analyze data to identify problem areas and trends
- Ambitious and creative to find solutions to a wide range of problems and situations
- Ability to present information with confidence to varying audience(s)
- Possess conflict resolutions skills
- Positive and upbeat attitude with the willingness to take initiative

**How To Apply**:
If you are looking to join a premier transportation company, and become an integral part of results

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