OVERALL PURPOSE:
Performs a variety of functions related to the claims process and initiates the research process to structure a warranty claim. Coordinates with Engineering to provide warranty-technical support to ensure BCRTC Assets are maintained in a safe, efficient and cost-effective operating manner. Assists in developing, maintaining and updating warranty claim policies and procedures for internal stakeholders and external supply vendors. Coordinates warranty of eligible parts and assets, and the claims process. Assists in overseeing the administration of the warranty claim function. Monitors warranty claims procedures, tracking, parts movement and repayment schedules, and produces the status reports, including KPI for dollars recovered. Provides support and information to the staff working on warranty related projects or assigned to warranty campaign work. Liaises with the stakeholder departments to develop, implement and maintain Warranty aspects of the system/database. Attends technical committee meetings with Maintenance managers and supervisors and follows up on warranty-related action items related.
MAJOR RESPONSIBILITIES:
Claims Processing & Research:
Runs work order detail reports to analyze parts and labor charges, determines applicable portions for claims, identifies missing information, and clarifies which vendor warranties are relevant.
Follows up with maintenance personnel to obtain missing information on warranty repair work orders.
Investigates information relevant to new warranty claims, such as warranty periods and coverage under extended policies or special agreements.
computerized Reviews maintenance procedures in vendor warranty manuals to determine covered operations and allowable claims.
Prepares warranty claims, including technical back-up reports when required, for new assets, rebuilt components, and new parts, and pursues claims to final resolution.
Facilitates the full warranty lifecycle, from initiating claims and coordinating required documentation to ensure vendors honour warranty obligations, while proactively identifying opportunities to recover costs through new warranty claims.
Warranty Technical Support:
Assists in developing, updating, and disseminating repair, overhaul, and maintenance procedures for mechanical, electrical, and electronic components related to warranty claims, including the production and distribution of Engineering information or Maintenance Bulletins for maintenance personnel.
Assists with analyzing the cost-effectiveness of purchasing versus rebuilding components, investigating asset and component failure problems, and helping to develop solutions and provide technical advice.
Warranty Policy Support & Parts Handling:
Assists the Warranty Engineer in developing, maintaining, and updating warranty claim policies and procedures for internal stakeholders and external supply vendors.
Demonstrates correct warranty recovery procedures to Maintenance staff, follows up on recurring errors in the completion of Warranty Work Orders, identifies gaps in warranty collection, and makes recommendations for improvement.
Handles warranty parts by inspecting, moving, preparing for shipment, and confirming tag information on all received warranty parts.
Warranty Claim Administration:
Ensures that both manual and computerized warranty claims records are maintained and tracking outstanding claims.
Follows up on escalated issues related to outstanding claims and improper documentation.
Follows up with Maintenance Managers to ensure claim repairs are completed according to specifications and warranty terms.
Communicates warranty information and process changes through presentations, production meetings, or informal crew talks.
Liaises with the AMO department to assist with developing, implementing, and maintaining warranty aspects of the system/database, and identifies and corrects missing warranty information in EAM.
Attends technical committee meetings with maintenance managers and supervisors and follows up on warranty-related action items.
