Warranty Administrator - Burnaby, Canada - Ballard Power Systems

Ballard Power Systems

Verified Company

Burnaby, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Improve and automate the Ballard warranty claim business process and warranty management software system.

Review and investigate warranty claims for completeness and accuracy, recommend acceptance or rejection, route for approval by regional leads, lead Warranty Approval Board meetings, communicate decisions to customers and process customer invoices for payment.
Coordinate warranty activity across depts: Customer Care, Reliability, Finance and Engineering.
Create system KPIs to track and monitor responsiveness. Create monthly status reports to management. Use KPI analysis to find ways to improve efficiency and drive down response time to customers.
Educate internal stakeholders and customers on the Ballard warranty process and online tools.
Coordinate Warranty Approval Board meetings.
Coordinate approved warranty claim payments with Finance.
Work with Supplier Quality and Supply Chain to develop a robust supplier recovery process to recover warranty costs/parts given to customers on approved warranty claims.
Ensure customers are charged for unauthorized claims or repair work.

Service Inventory Planning

Improve and automate the Ballard service inventory management business process and Oracle inventory management system.
Monitor Burnaby service inventory and offsite inventory locations across N. America.
Manage the service inventory consumption and reorder process.
Work with Customer Care Engineering and Reliability to understand failure rates of service parts and ensure service depots are stocked with sufficient service inventory for replacement on warranty or billable customer orders.
Coordinate parts shipments to customer sites and work with freight forwarders and customs brokers to process shipments into other countries.
Manage the RMA (Return Material Authorization) process for parts returns.
Conduct quarterly and annual service inventory counts with a high degree of accuracy.
Assist in the preparation of service parts and repair quotations.
Create service inventory management KPIs to track and monitor inventory movement. Create monthly status reports for management. Use KPI analysis to find ways to optimize service inventory levels and ensure ontime delivery of service parts to customers.

Requirements:

Warranty administration and/or business process development experience.
Service inventory management experience.
Associate degree (A.A.) or equivalent from a twoyear college or technical school; or five years or more related experience and/or training; or equivalent combination of education and experience.
Experience in heavyduty equipment sales and customer service or the automotive sector.
Experience in the Service department of bus OEMs or transit operators.
Excellent computer skills: Excel, Word, PowerPoint.
Experience with Oracle Service Cloud and Oracle ERP.
Experience with PowerBI reports and dashboarding.
Excellent written and oral communication skills.

Flexible Language Requirement: