Job Order Detail

Description

ABOUT US
Doepker Industries is a leading Canadian manufacturer of highway semi-trailers. We are continually developing new and innovative designs for our customers across Canada and have won awards and been recognized for business excellence and innovation since 1948.

We are currently looking for a permanent, full-time Customer Service (Warranty) Representative to join our team at our Saskatoon location.

WHAT YOULL DO
Reporting to the Marketing and Sales Coordinator, the Customer Service (Warranty) Representative administers and authorizes warranty functions in relation to product deficiencies, provides technical support to dealers and end-users relevant to warranty issues, analyzes trends in claims or customer concerns, and ensures customer satisfaction.

KEY ACCOUNTABILITIES
    Prompt follow-up including technical discussion and resolution to determine status of claim or complaint through to solution and final decision.
    Contacting dealer sales, services, and warranty departments, customers, repair shop personnel or suppliers to confer on decisions regarding warranty and service claims.
    Building strong and positive relationships with dealers and customers.
    Gathering and clarifying information as required from relevant parties.
    Ensuring warranty depots are located and set-up in regions relative to our customer base, and that all warranty depots are trained and able to process warranty effectively and efficiently.
    Ensuring the warranty database is reviewed, updated, and communicated daily.
    Discussing with internal stakeholders any product upgrade concerns arising from warranty.
    Analyzing trends to control, monitor, and report on actual and potential warranty costs.
    Assessing complex situations to provide customers with the best service.
    Learning, maintaining, and improving the warranty process.
    Ensuring all literature related to warranty, dealer contacts, and training details are accurate.