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Job Description Warranty Operations Specialist Rank 4 Scarborough, ON Deadline: Please apply by October 31st, 2023.
Toyota Canada Inc. (TCI) is the exclusive Canadian distributor of Toyota and Lexus vehicles. Toyota Canada’s head office is in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax. Toyota parts and accessories are distributed through TCI’s Parts Distribution Centres in Bowmanville and Vancouver. TCI supports over 287 Toyota and Lexus dealers in Canada with services that include training, sales, marketing, environmental and customer satisfaction initiatives.
What Sets Us Apart?
A focus on People, Passion for Toyota, Innovation and Make Things Better has made us an award-winning company, recognized worldwide for our technological leadership and superior standards of quality, community involvement and environmental responsibility.
Job Summary
Toyota Canada Inc. (TCI) currently has an exciting opportunity for a Warranty Operations Specialist to support our Customer Services department. This is a full-time opportunity and will report to the Manager, Warranty Claims.
The selected candidate will work with dealers to correctly administer Factory Warranty and Extra Care Protection (ECP) claims via the Warranty Assistance Line while maintaining a high-level of dealer satisfaction. This individual will also create and maintain rules to automate warranty claim processing. They will also be responsible for the reporting and forecasting of warranty claims metrics.
The selected candidate will have the opportunity to partner with departments across the company such as Information Services (IS), Finance & Accounting, and Product Quality & Service Support (PQSS).
What We’ll Bring
- A hybrid work environment
- A work environment built on teamwork, flexibility and respect
- Competitive compensation package including health and dental benefits, and bonus
- Health and dental benefits effective immediately
- Company pension plan with matched contribution
- Associate vehicle discount program
- Professional growth and development programs to help advance your career, as well as tuition reimbursement
- Fitness reimbursement
- Great company culture – Respect for people and continuous improvement is at our core
- Paid holiday shutdown and competitive paid time off benefits
- Summer Hours – condensed work week during the summer
- Sabbatical Leave Program
What You’ll be Doing:
- Responsible for programming and maintaining the Warranty and ECP claims processing system while managing both dealer satisfaction and cost control
- Analyze and modify the system to improve auto acceptance and reduce claim intervention
- Maintain, create, and analyze warranty reports; Forecast claim volume and budget
- Input new vehicle models and related parts into the warranty claiming system accurately. Assign new operation codes and warranty coverage based on policies and procedures
- Collaborate with Product Quality & Service Support (PQSS), and Toyota Extended Care Protection to assist dealers in efficient claims processing
- Work with IS department to solve any warranty and ECP system issues that are beyond the control of the warranty department
- Create monthly reports and present to management
- Responsible for uploading new Flat Rate times received regularly from Japan
- Lead major projects assigned to warranty department
- Providing prompt and accurate dealer assistance on the Warranty Assistance line
- Assist in processing and resolving Dealer CMS case assistance requests within 24 hours
- Promptly process factory and ECP claims while maintaining accuracy and dealer satisfaction
What You’ll Bring:
- College diploma/university degree in an automotive or business discipline
- 3 years automotive experience
- Basic knowledge of vehicle technology, servicing and parts identification
- Strong oral and written communication skills
- Proven ability to initiate & improve work processes to increase efficiencies
- Excellent interpersonal skills; ability to work in a team environment
- Strong analytical experience
- Proficient in MS Office Suite
- Excellent project management skills
- Experience working with dealerships within the Service/Parts area and/or customer service is an asset
- Bilingual (English/French) is an asset
- SAP knowledge is an asset
What You Should Know:
Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law.
