Service & Warranty Team Lead - Fleet Coordinator
2 weeks ago
About Us:
Challenger Motor Freight Inc. is a leading North American freight transportation company with a strong commitment to personal career growth and opportunity. As a Platinum Club Member in Canada's 50 Best Managed Companies, we prioritize teamwork and collaboration to drive innovation and excellence in safety, technology, and analysis.
Our Vision:
We strive to be a dynamic and progressive organization that empowers our employees to succeed. Our goal is to create a work environment that fosters continuous learning, improvement, and growth, where every individual can reach their full potential.
The Opportunity:
We are seeking a highly skilled and motivated Service & Warranty Team Lead to join our Maintenance Department. As the central point of contact, you will be responsible for coordinating maintenance, repairs, and keeping accurate records of our fleet of trucks and trailers. This role also involves claiming and collecting warrantable work completed in-house and by third-party vendors.
Key Responsibilities:
- Service Advisor:
- Provide exceptional customer service to internal and external stakeholders on all repairs for Challenger trucks and trailers.
- Respond to inquiries and requests via email and communicate with internal employees and external business partners.
- Handle customer issues, requests, questions, and complaints in a professional and timely manner.
- Maintain regular communication with customers regarding ongoing repairs.
- Prioritize, allocate, and schedule work and equipment inspections independently.
- Assist with 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.
- Warranty Advisor:
- Review claims created in the 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 the 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 the 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 able to 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 audiences.
- Possess conflict resolution skills.
- Positive and upbeat attitude with the willingness to take initiative.
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