Warranty Service Advisor (bilingual)
Warranty Service Advisor (bilingual)

Job Details

BRP (Bombardier Produits Récréatifs/Bombardier Recreational Products) Published: October 12, 2017
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Description

WHY JOIN THE TEAM?

Make a difference by being the first warranty advisor in the After-Sales Service Global Warranty Management departmentBe an influential player and a resource person that is in direct contact with all our dealers as well as various internal groups (Quality, Finance, Legal, etc.) and external consultantsHave the opportunity to grow in a global environment with a local and virtual team spread across three continents 

YOUR KEY RESPONSIBILITIES

As Warranty Advisor, you will report to the After-Sales Warranty Team Leader and be responsible for:

Contacting dealers directly to support them in managing their warranty claimsMonitoring trends in warranty management and proactively addressing discrepancies using the method of your choosingSharing industry best practices with the network using the method of your choosingManaging the warranty policies that cover all our products across all our markets in collaboration with various internal departments (Legal, Finance, PPQ, Sales, etc.)Preparing and managing performance reports by developing improvement strategies 

WORK ENVIRONMENT

Position located in an open-office environment in SherbrookeCovering all BRP product linesIn an energetic, positive and teamwork-driven teamRequires constant interaction with a variety of people in the department (75+ people) and different functions (Finance, Quality, Legal, Administration, etc.)Available for occasional business travelmanager has a fair and realistic approach to management and values work-life-family balance 

ROLE OBJECTIVES AND EXPECTATIONS

Directly contact and support dealers (~30%)○ Manage and assess warranty claims for all our products

○ Adopt a win-win approach when resolving online requests and contacting dealers directly

Educate dealers to better manage the warranty experience (~30%)○ Identify network trends and proactively address them with our dealers, following up as necessary

○ Create and maintain a learning program using the most effective methods (online, in-class, webinar format, etc.) to properly equip all our dealers

○ Prepare and manage internal and external communications pertaining to best practices

Measure, understand and adjust our warranty management approach (~20%)○ Determine the key measures to apply to properly manage our warranty management process in accordance with industry-recognized practices

○ Work with the local analyst to deliver performance reports that include recommendations to rectify negative trends

○ Harmonize the team’s claim assessment methods by facilitating workshops with various departments

Manage policies and procedures related to warranty management (~15%)○ Monitor all warranty policies for all our regions

○ Be at the forefront of industry trends with regard to warranty management

○ Influence the management team to amend warranty policies as necessary

Opportunities for development (~5%)○ Opportunities for technical training on all our products, with accreditation

○ Access to external consultants to share/demonstrate industry-recognized best practices for analysis

○ Opportunities to attend conflict resolution and negotiation training

○ Other opportunities for development depending on the needs of the position

YOUR QUALIFICATIONS AND SKILLS

  • Bachelor’s degree in engineering, finance or a related field
  • Open to candidates with a technical degree having pertinent experience
  • Basic mechanical aptitude
  • Minimum three to five years of relevant experience in an equivalent role

○      Customer/dealer support context

○      Position requiring influence or persuasiveness

○      Behaviour analysis using multiple sources of big data

○      Delivery of training sessions in a variety of formats

  • Experience and passion for detail work
  • Experience using analysis and management tools on various digital platforms
  • Bilingual (English and French-written and spoken)

 

IDEAL PROFILE

  • Advanced ability to understand and analyze complex problems in an environment that involves multiple transactional processes
  • Ability to bring about change, and interest in managing support resources
  • Interest in growing in the position
  • Positive and proactive attitude
  • Business acumen and understanding of the effects of influence
  • Interpersonal skills with a business mindset
  • Desire to work autonomously
  • Excellent communication and presentation skills
  • Ability to manage changing priorities
  • Attentive to detail and quality of deliverables

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