Service and Maintenance Coordinator
3 weeks ago
We are seeking a highly skilled and organized individual to join our Maintenance Department as a Service & Warranty Team Lead. This role is responsible for coordinating maintenance, repairs, and keeping accurate maintenance records of Challenger's 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.
- 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.
- 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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