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Customer Care Support Specialist

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Saskatoon, Canada Crestline Coach LTD. Full time

Headquartered in Saskatoon, Crestline is part of an industry-leading group of companies; Demers Ambulances, Braun Industries and Medix Specialty Vehicles.Together, we strive to be the **partner of choice**, dedicated to **safety** and **innovation**, delivering an **exceptional customer experience** through **empowered employees**.

If you're ready for a new challenge, Crestline is seeking a **Customer Care Support Specialist **to join our Engineering Team. Designed to swiftly resolve issues and drive Parts Sales growth, this position aims to minimize vehicle downtime and keep our customers on the road. As the go-to resource for tough challenges, you will not only assist Customer Care but also expand Parts Sales with unique aftermarket offerings.

Measured by Quality, Cost, and Delivery performance indicators, this role is committed to constant improvement in alignment with engineering standards and our company Mission, Vision, and Values. Operating within our ISO 9001 certified manufacturing unit, you will drive continuous enhancement, deliver superior value to customers, and ensure efficient operations.

**Key Responsibilities**:
As the Customer Care Specialist you will:
Customer Care Liaison:

- Facilitate clear communication between technical and non-technical teams to ensure comprehensive understanding of identified issues and the proposed solutions.
- Use your knowledge in electrical V12 systems to support technicians in diagnosing and repairing customer vehicles beyond initial contact limitations.
- Liaise with engineering authorities to resolve issues in line with design standards.
- Track and monitor escalated issues and time to resolution.
- Periodically review and identify themes for improvement in various areas.

Support Increased Parts Sales:

- Create unique and tailored assemblies for vehicle repair or upgrade.
- Process internal work orders and procure assemblies from suppliers.
- Track and monitor progress of internal work orders and advise customers on delivery dates.
- Monitor custom modifications and spare parts sales.
- Control costs for modifications and spare parts.

Support Current Platform Engineering:

- Highlight risks to delivery, product cost, and quality.
- Provide containment options for production vehicles.
- Reduce warranty costs through engineering improvements.

Change Control:

- Support business-wide implementation of changes with the Change Review Board team.
- Accelerate change implementation and minimize stock redundancy.
- Provide engineering information to stakeholders.

Support New Product Development Engineering:

- Review customer issues and feedback.
- Provide feedback on field resolutions and refine standards.

Engineering Governance:

- Ensure continuity in our client’s authentic principles, product configurator architecture, and design standards.
- Operate in an ISO 90001 environment and leverage engineering design software.

Group Collaboration:

- Communicate with peers to support Centers of Excellence and adoption of best-in-class standards.
- Collaborate on problem-solving and technological development.
- Maintain product authenticity and market placement.

**Qualifications**:
As the Customer Care Support Specialist, you will bring:

- Clear and accurate communication abilities to ensure technical and non-technical teams fully understand identified issues and the proposed solutions.
- Technology Diploma or relevant practical experience in supporting low volume high variety specialist vehicles.
- Proven management and proactive troubleshooting in fast-paced manufacturing.
- Effective operations management including production scheduling, supply chain, and manufacturing engineering.
- Familiarity with CAD/CAM design systems like Autodesk Inventor, Vault, illogic, Zuken’s E3.
- Awareness of CPQ software, Quoteworks, and Cincom’s CPQ is ideal.
- Knowledge of MRP/ERP systems like SAP business one, Empower/Omnify preferred.
- Strong interpersonal skills, flexibility, adaptability, and ability to influence without authority.
- Excellent oral and written communication, time, and project management skills.
- Ability to work independently, handle multiple projects, and maintain strong customer focus.
- Strong proactive problem-solving ability, attention to detail, and sound technical judgment.
- Eagerness to learn, take initiative, and support others.
- Commitment to safety, attendance, and productivity standards.
- Willingness to participate in training and maintain required certifications.
- Ability to concentrate for extended periods and handle complex tasks effectively.

**Benefits of working with Crestline include**:

- A competitive salary with bonus earning potential including a recruitment referral bonus.
- Health benefits including dental, extended health care, long and short-term disability coverage, accident and serious illness insurance, life insurance, and a health spending account.
- A group registered retirement savings plan that has a 4% match