Senior Associate Customer Support

As a valued member of the warranty administration team, you will work with the Service Teams of dealerships and OEM to obtain approvals and resolve warranty claims. You will be the liaison with technicians, service advisors and service managers at dealerships and manufacturers to ensure all necessary information to provide for each claim, including photos, documentation, estimates, technician notes, etc.

Responsibilities:

Reporting to the Manager, Warranty Program, you validate warranty service requests and coordinate repairs. You manage record keeping systems and act as the conduit between dealers and OEM.

·Fluent in spoken and written French language – Level B2 and above.

• Review and resolve all warranty claims and cases, with accuracy and in timely manner, adhering to agreed SLA’s and KPI’S.

• Follow all manufacturer's warranty company policy and procedures.

• Communicate effectively with different stake holders like service advisors, and service managers at dealerships, and OE Aftersales team,

while resolving cases and claims

• Ensure productivity and accuracy while resolving claims, with a focus of reducing the overall warranty administration spend.

·Escalate issues and problems to Engineering as necessary; track and follow up to ensure they are addressed and closed within a

reasonable time

·Develop positive working relationships with all service personnel and management

·Self-motivated and able to work independently with minimal supervision

Work Experience: 4 years of experience with at least 2-year experience in the parts, service or warranty department of a dealership, junior service technician, or parts sales with basic technical understanding. Practice into power sports industry will be an add on advantage.