Shared Services Supervisor, Warranty Claims

1 week ago

Surrey, Canada Finning Canada Full time

Company:
Finning Canada

Number of Openings:
1

Worker Type:
Permanent

Position Overview:
Reporting to the Shared Services Manager(s), the Shared Services Supervisor, Warranty Claims is responsible for promoting a strong Warranty team atmosphere and support structure while creating and implementing new warranty related initiatives. Leading with an emphasis on warranty excellence, continuous improvement, and regional team productivity. Leading the team with a focus on individual growth & development, innovation and engagement.

**Job Description**:
Major Job Functions:
Safety Leadership (10%)
- Lead, demonstrate and champion a healthy and safe work environment and culture for all employees.
- Lead Warranty Claims team weekly Toolbox meetings and review weekly Safety Links.
- Support direct reports with annual Personal Safety Plan development.
- Ensure direct reports participate with weekly safety shares and initiatives promoting a safe work environment.

People Leadership (40%)
- Responsible for the day-to-day leadership of 5+ direct reports including, coaching, mentoring, performance feedback, and supporting growth and development opportunities.
- Developing an engaged inspired and innovative team.
- Regional Warranty SWIP review, management, and delegation of workload to maximize claim thru-put velocity.
- Review Warranty Technician reallocation requests to ensure reallocation warranted.
- Host bi-weekly regional team meetings to align on best claiming practices and business requirements.
- Support with claim troubleshooting and direction (pending claims), dispute resolution between Warranty Claims team and internal departments.
- Creating a continuous improvement mindset with direct reports.
- Confident to step into roles and duties taken on by counterpart supervisor(s) and direct reports for coverage / support as required.
- Confident to assume Warranty Manager duties in support of manager during time away.

Customer Focus (30%)
- Audit Warranty Technician claims to confirm that departmental claim requirements are being followed.
- Review team KPI’s to ensure that team and departmental goals are being achieved.
- Develop action plans when goals are not attained
- Participate in Regional Facility Service SWIP meetings.
- Providing support to BP&S for Warranty related system issues.
- Development of E- learning.
- Supports Service Operations with Warranty questions and enquiries.
- Assists with creation of standard operating processes, business planning, KPI development and direct report objective creation.
- Relationship building between Warranty Claims team and other internal departments, other Canadian Caterpillar dealers.

Financial Management (20%)
- Completion and review of daily Warranty reports for revenue and recovery opportunities; Pending, Grief, Not Eligible Not Claimed or Invoiced.
- Assist with claim settlement discrepancy analysis from Caterpillar and Non Cat suppliers.
- Present Late Claim Exceptions for responsible region to Warranty Manager.
- Work with Goodwill Specialists teams when opportunities for Goodwill recovery are identified.

Specific Skills:

- Strong leadership, coaching, mentoring and human resource management skills.
- Team player with the ability to work with employees and business leaders throughout the organization.
- Excellent verbal and written communication, and organizational skills.
- Good problem solving and decision making skills.
- Strong relationship building and interpersonal skills.
- Confident speaking to individuals and groups to address business needs; including difficult conversations.
- Efficient time management and delegation skills.

Knowledge:

- Knowledge of Finning and CAT warranty systems, exchange parts systems, Service department procedures, and SOS.
- Understand Non-Caterpillar claiming systems.
- Knowledge of failure analysis
- Machine product knowledge
- Confident with ever evolving modern technology and programs. (i.e. smartphones, Skype for business, etc.)
- Thorough knowledge of Finning’s policies and procedures, including safety.

Accountability:

- Foster an environment of continuous improvement & Warranty Excellence
- Responsible for the effective human resources management of staff and to foster an effective work environment which successfully contributes the achievement of the business goals and objectives for Finning (Canada) and the work unit.
- Represent the company in an ethical and professional manner and maintain confidentiality.
- Promote safety to staff in work and out of office environments.
- Ability to lead a large team both remote and local.
- Develop, communicate and implement Team KPI’s (quality and velocity)
- Establish individual performance goals, measures and career planning
- SWIP - Quality and velocity
- EES results and action planning
- Facilitate toolbox and team meetings
- Perform mid and year end Performance reviews
- Individuals growth and development

Education & Experience:

- Post-secondary education i

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