Warranty Specialist, Customer Service

Groupe Touchette Inc.; Toronto; On-site; CAD 58,000 - 65,000; Full time

Job summary

Groupe Touchette Inc. in Ontario seeks a Warranty Specialist to manage tire warranty claims from receipt to closure, ensuring decisions align with manufacturer policies and internal procedures.

You will provide expert support to customers, dealers, regional sales managers, and internal teams, while maintaining accurate documentation in SAP. The role covers Central Ontario, analyzes claim trends, supports process improvements, and coordinates credits or replacements.

Qualifications

• 3–5+ years in tire, automotive, warranty, technical service, or customer service.
• Strong knowledge of passenger, light truck, commercial, and specialty tire products.
• Experience managing warranty claims and product investigations preferred.
• Experience using SAP, CRM systems, and Microsoft Office 365.
• Strong analytical and investigative skills with customer focus.
• Excellent communication and conflict-resolution abilities.
• Ability to travel within Central Ontario as required.

Responsibilities

• Manage warranty claims from receipt through investigation, resolution, and final closure.
• Review claim documentation, photographs, invoices, product information, and other supporting evidence to determine warranty eligibility.
• Ensure warranty decisions are consistent with applicable manufacturer policies, procedures, and guidelines.
• Process warranty credits, replacements, adjustments, and other transactions accurately within SAP.
• Maintain complete and accurate warranty records, documentation, and supporting information.
• Provide timely and professional warranty support to customers, dealers, Regional Sales Managers, Customer Care, Sales, Distribution, and other internal stakeholders.
• Communicate directly with dealers and internal departments regarding claim status, required documentation, approvals, credits, replacements, and final resolutions.
• Keep customers and stakeholders informed throughout the claim lifecycle and ensure service-level expectations are consistently met.
• Resolve warranty-related concerns and conflicts using sound judgment, product knowledge, and a customer-focused approach.
• Investigate recurring product failures, claim trends, and unusual warranty activity.
• Identify and escalation potential product quality concerns to the appropriate internal teams and manufacturers.
• Analyze warranty claim outcomes, turnaround times, trends, and root causes to identify opportunities for improvement.
• Maintain accurate reporting and provide relevant insights to management regarding warranty performance and emerging issues.
• Educate sales teams, customers, and dealers on applicable manufacturer warranty policies, procedures, and claim requirements.
• Support the development and implementation of standardized warranty processes and best practices.
• Participate in continuous improvement initiatives designed to improve claim accuracy, turnaround time, customer experience, and operational efficiency.
• Support national warranty initiatives, projects, process changes, and system enhancements as required.
• Act as the primary warranty resource for the Central Ontario region.
• Build strong working relationships with dealers, customers, sales teams, manufacturers, and internal business partners.
• Travel within Central Ontario, when required, to support customers, dealers, product investigations, training, or other warranty-related activities.

Skills

Analytical skills

Customer service

Communication

Conflict resolution

Organizational skills

Independent worker

Tools

SAP

CRM

Microsoft Office 365

Job description

The Warranty Specialist is responsible for managing warranty claims for tires and related products sold by Groupe Touchette. This role provides expert warranty support to customers, dealers, Regional Sales Managers, Customer Care, and internal business partners while ensuring claims are processed accurately, efficiently, and in accordance with manufacturer warranty policies and Groupe Touchette procedures.

The Warranty Specialist serves as the primary warranty resource for the Central Ontario region, ensuring timely claim resolution, accurate documentation, appropriate credits or replacements, and a consistently high level of customer service. The role also identifies recurring product or process issues and contributes to continuous improvement initiatives across the warranty function.

This position offers a salary range of $57,500 - $65,000 depending on skills and experience

Key Responsibilities

Warranty Claims Management

• Manage warranty claims from initial receipt through investigation, resolution, and final closure.
• Review claim documentation, photographs, invoices, product information, and other supporting evidence to determine warranty eligibility.
• Ensure warranty decisions are consistent with applicable manufacturer policies, procedures, and guidelines.
• Process warranty credits, replacements, adjustments, and other transactions accurately within SAP.
• Maintain complete and accurate warranty records, documentation, and supporting information.
• Provide timely and professional warranty support to customers, dealers, Regional Sales Managers, Customer Care, Sales, Distribution, and other internal stakeholders.
• Communicate directly with dealers and internal departments regarding claim status, required documentation, approvals, credits, replacements, and final resolutions.
• Keep customers and stakeholders informed throughout the claim lifecycle and ensure service-level expectations are consistently met.
• Resolve warranty-related concerns and conflicts using sound judgment, product knowledge, and a customer-focused approach.

Investigation & Quality Management

• Investigate recurring product failures, claim trends, and unusual warranty activity.
• Identify and escalation potential product quality concerns to the appropriate internal teams and manufacturers.
• Analyze warranty claim outcomes, turnaround times, trends, and root causes to identify opportunities for improvement.
• Maintain accurate reporting and provide relevant insights to management regarding warranty performance and emerging issues.

Training & Process Improvement

• Educate sales teams, customers, and dealers on applicable manufacturer warranty policies, procedures, and claim requirements.
• Support the development and implementation of standardized warranty processes and best practices.
• Participate in continuous improvement initiatives designed to improve claim accuracy, turnaround time, customer experience, and operational efficiency.
• Support national warranty initiatives, projects, process changes, and system enhancements as required.

Regional Support

• Act as the primary warranty resource for the Central Ontario region.
• Build strong working relationships with dealers, customers, sales teams, manufacturers, and internal business partners.
• Travel within Central Ontario, when required, to support customers, dealers, product investigations, training, or other warranty-related activities.

Qualifications & Experience

• 3–5+ years of experience in the tire, automotive, warranty, technical service, or customer service industry.
• Strong knowledge of passenger, light truck, commercial, and specialty tire products and applications.
• Previous experience managing warranty claims, product investigations, or technical customer issues is preferred.
• Experience using SAP, CRM systems, and Microsoft Office 365.
• Strong analytical and investigative skills with the ability to assess information and make sound warranty decisions.
• Excellent customer service, communication, relationship-building, and conflict-resolution skills.
• Strong organizational skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.
• High level of accuracy and attention to detail.
• Ability to work independently while collaborating effectively with regional and national teams.
• Bilingual English/French is considered an asset.
• Valid driver's licence and ability to travel within the region as required.

Candidates who are interviewed will receive an update within 45 days of their final interview.

We may use AI-assisted tools to support parts of the hiring process; all final decisions are made by our recruiting team