Service & Warranty Team Lead - Maintenance Department Coordinator

1 month ago

Cambridge, Ontario, Canada Challenger Full time
Job Title: Service & Warranty Team Lead

Challenger is seeking a highly skilled and experienced Service & Warranty Team Lead to join our Maintenance Department. As a key member of our team, you will be responsible for coordinating maintenance, repairs, and keeping accurate maintenance records of our fleet of trucks and trailers.

Key Responsibilities:
  • Provide prompt, courteous, and accurate customer service to internal and external stakeholders on all repairs for Challenger trucks and trailers.
  • Respond to various inquiries and requests via telephone and email daily, communicating with internal employees at multiple facilities and external business or service partners.
  • 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 Responsibilities:
  • 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.
Requirements:
  • 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 works 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.

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