Reporting to the After-Sales Manager, the Technical Support and Warranty Specialist will work closely with the engineering, production, and sales departments. Their role is to mobilize resources to effectively and quickly resolve issues in order to reduce warranty costs and increase customer satisfaction.

Roles and Responsibilities:

Support customers and dealers in resolving technical issues

Handle all email and phone correspondence related to technical support and warranty claims by providing prompt and accurate technical information

Responsible for the efficient management of warranty claims

Ensure that eligible warranty claims are submitted promptly and electronically

Ensure that all stakeholders are aware of and comply with Motrec’s warranty claim procedures

Develop and implement after-sales service management procedures

Develop and deliver training to support customers and dealers

Analyze and resolve root causes of failures and implement necessary corrective actions

Effectively communicate network issues to other departments

Assist repair technicians and service centers in identifying and resolving problems efficiently

Conduct thorough follow-ups and produce accurate reports

Assist the engineering team in modifying parts for prototype and/or production vehicles

Work with various members of the engineering team on product improvement initiatives

Required Skills and Qualifications:

High school diploma (DES), vocational diploma (DEP), or college diploma (DEC) in a related field

Minimum of 3 years of experience in mechanics and electricity, preferably in the material handling equipment sector (e.g., forklifts)

Experience in warranty service management or customer support in the Canadian and U.S. markets

Bilingual (spoken and written English and French)

Must hold a valid driver’s license

Must be able to travel to the United States

In-depth knowledge of vehicle electrical systems (an asset)

Proficiency with Microsoft Office software (an asset)