Bilingual Specialist, Parts & Warranty

Mitsubishi Motor Sales of Canada, Inc. is an equal opportunity employer fostering an inclusive, accessible environment. We are committed to building an environment where all employees and customers feel valued, respected, and supported. Mitsubishi Motor Sales of Canada, Inc. will support applicants requiring accommodation during the recruitment process.All employees are required to espouse MMSCAN’s company values, MMC WAY, and conduct themselves accordingly:Think of Our Customers First; Strengthen TrustEnrich SocietyWelcome All Facts; Share Difficult News FirstConduct and Challenge Yourself Professionallyand Respect All; Work as Part of a Broader TeamPURPOSEThe Bilingual Specialist, Parts & Warranty will effectively support and assist all dealer parts & service personnel and regional managers in the proper use of our Parts & Warranty related policies and procedures. The incumbent will also assist in monitoring Parts & Warranty trends that require attention, such as dealer ordering issues and/or warranty cost control.This position reports to Senior Manager, Service Operations .RESPONSIBILITIES:Maintain a professional rapport with dealer and field staff to resolve any issues/concerns in a timely and accurate manner and follow-up where required.Inform and coach dealer staff on Mitsubishi’s Parts Policies, parts systems such as ASA-CAPS, (Aftersales Support Application), Royal 4 Parts Ordering system, and Warranty Claims Entry system.Provide ETA’s and assist dealers with VOR situations to expedite the shipment of B/O parts, prioritize parts releases as required to best correct the situation at hand.Where necessary direct non-parts/warranty related calls/questions to the appropriate department for resolution.Assist dealers where necessary with entering orders.Provide dealer feedback on packaging issues, damages, missing and late shipments to the appropriate carrier.Help forecast, monitor, and control warranty related costs.Conduct analysis and forecasting of warranty expense trends for both MMSCAN and the manufacturing plants.Contribute to on-site and remote dealership warranty audits and reviews.Assist in the development and production of warranty publications and training materials.Assist dealers in resolving warranty/system policy and claim payment issues via the warranty hotline.Other related assignments as determined.REQUIRMENTSAutomotive parts; service; and/or technical background(preferred)Excellent telephone mannerDeals well with pressure situations and deadlinesSuperior organizational, problem solving & analytical skillsWorking knowledge of the auto supply chainAbility to work in a team environment and meet departmental targetsAbility to prioritize and deal with changing prioritiesProficient in MS Office Word/Excel along with advanced PC skillsA good understanding of freight and logistics3 years’ experience in distribution, logistics or supply-chain knowledge2 years’ experience in a customer service environment (call center)3-5 years prior experience performing warranty related functions at the corporate or dealer level, including investigation, analysis and report preparation.Bilingual English/French, fluent written & spoken