Uptime Center & Warranties Manager - Nors Canada

Grupo NORS; Canada; On-site; CAD 155,000 - 180,000; Full time

Job summary

Nors Canada is seeking an Uptime Center & Warranties Manager to lead the enterprise uptime strategy within the Aftersales team. You will own the warranty program, drive governance, and align OEM processes to improve customer uptime and warranty recovery.

In this role you’ll develop and implement continuous-improvement initiatives, manage escalation, and partner with branches across Canada to optimize PM contracts and uptime performance.

Qualifications

• Enterprise leader for equipment uptime, lifecycle performance, and the NORS Canada Warranty Program.
• Experience improving warranty processes and OEM alignment.
• Ability to develop and implement governance for warranty; drive reporting and branch support.
• Strong analytical and strategic planning skills.

Responsibilities

• Lead uptime center and warranty program for Nors Canada.
• Maximize customer uptime, minimize downtime, improve warranty recovery.
• Drive structured escalation and problem-solving; manage PM contracts and uptime

Skills

Communication

Organization

Digital software

Business management

Analytical skills

Strategic planning

Time management

Education

Post-secondary diploma

Job description

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With a legacy of over 90 years, we continue to grow and strengthen our presence in the 7 countries where we operate, with more than 100 units and representation of leading brands in our business areas. Every day, we strive to meet market needs with excellent solutions, equipment, and services — and we believe we have the best talent to deliver on those expectations.

Ready to take the next step in your career? Your new opportunity might be right here.

We are looking for a Uptime Center & Warranties Manager - Nors Canada to join our Aftersales team in any major Nors location.

SUMMARY:

This role is the enterprise leader for equipment uptime, lifecycle performance, and the Nors Canada Warranty Program. The National Manager is responsible for maximizing customer uptime, minimizing downtime, improving warranty recovery, and developing, implementing, and continuously improving the Company's warranty processes, governance, and OEM warranty compliance .

Expected Salary range (gross/annual)

$155k - 180k a year.

DUTIES AND RESPONSIBILITIES:

Acts as the “Capability Builder for NORS Canada”, accountable for:

• Technician and parts training systems
• Real-time technical support
• Knowledge management and sharing
• Alignment of capability to operational needs

Roles & Expectations

Business Performance

• Convert telematics insights into revenue opportunities
• Improve PM contract renewal and penetration
• Maximize warranty recovery

Operational Excellence

• Create visibility and control of:
  • Down units
  • Warranty processes
  • PM execution
• Drive structured escalation and problem-solving
• Manage and continuously improve the Nors Canada Warranty Program, including warranty policies, processes, governance, reporting, OEM compliance, and branch support.
• Identify trends and implement corrective actions to improve warranty recovery, processing efficiency, and customer experience.

Customer Impact

Daily

• Monitor:
  • Down units (aging, priority, blockers)
  • Critical telematics alarms
• Escalate issues to branches/suppliers
• Support resolution actions

Publish down unit report (status, aging, actions)

Review telematics activity and opportunities

Review PM contract compliance and expiries

Review warranty program performance, including recovery rates, aging claims, outstanding issues, and branch compliance.

Monthly

• Review:
  • Warranty performance (recovery rate, issues)
  • PM contract revenue and renewal rates
  • Telematics monetization performance
• Identify operational gaps and corrective actions
• Analyze uptime trends and downtime drivers
• Review branch performance on uptime execution
• Improve telematics and PM processes

Annually

• Define uptime strategy
• Improve warranty processes and OEM alignment
• Optimize PM contract program

KPIs

Operational

• Down unit aging reduction
• Uptime performance (customer impact)
• Warranty recovery rate
• PM contract revenue and renewal rate

Process

CORE COMPETENCIES

• Excellent written and verbal communication skills
• Strong organizational skills
• Excellent knowledge of digital software systems
• Strong business management skills
• Strong analytical skills
• Strategic planning skills
• Strong time management and planning skills

EDUCATION/TRAINING

• Post-secondary diploma and/or relevant work experience;
• Proficiency in French is an asset

PARTICULAR CONDITIONS

HEALTH AND SAFETY

It is our expectation that all Nors Employees will conduct their work in a safe manner, abide by all Nors safety policies and report all hazardous conditions and unsafe work procedures. In addition, Nors employees will be required to report any and all incidences/accidents/near misses according to company policies

Nors is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We recognize our obligations and responsibilities as an employer and encourage applications from all qualified candidates including members of visible minorities.

Nors will accommodate people with disabilities during the recruitment and assessment processes. If accommodation is requested, Nors will consult with the applicant and arrange for the provision of suitable accommodation that considers the applicant’s needs.