Service and Warranty Team Lead
4 weeks ago
Envision a Career with Challenger Motor Freight
At Challenger Motor Freight, we're dedicated to personal career growth and opportunity. As a Platinum Club Member in Canada's 50 Best Managed Companies, we're committed to keeping our organization on the leading edge in safety, technology, and analysis.
We're looking for a motivated team player to join our Maintenance Department as a Service & Warranty Team Lead. In this role, you'll 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 and Service Expertise:
- 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 audiences
- Possess conflict resolution skills
- Positive and upbeat attitude with the willingness to take initiative
How to Apply:
If you're looking to join a dynamic, fast-paced, and progressive organization, we encourage you to apply for the Service & Warranty Team Lead role. We thank all applicants; however, only those selected for an interview will be contacted. Challenger Motor Freight Inc. is an equal opportunity employer and welcomes diversity in the workplace.
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