Job Description
Field Warranty Specialist
Rank 5
Scarborough, ON (Hybrid)
Deadline: Please apply before April 2, 2025.
Toyota Canada Inc. (TCI) currently has an exciting opportunity for an individual to showcase their customer service and mechanical aptitude to support our Customer Services team. This is a full-time opportunity and will report to the Manager, Field Warranty. The selected candidate will have the opportunity to collaborate frequently with dealerships’ management team and support staff to administer Toyota and Lexus Warranty/ Extra Care Protection (ECP) Policy. They will aim to achieve customer satisfaction, ensure dealers have consistent profitable processes, and support cost-neutral warranty business.
What We’ll Bring:

Company & Culture

• A hybrid work environment
• A work environment built on teamwork, flexibility and respect
• Professional growth and development programs to help advance your career
• A focus on respect for people and continuous improvement
• Summer Hours – condensed work week during the summer

Benefits

• Competitive compensation package including bonus
• Extended health care and dental benefits effective immediately
• Company pension plan with additional employer contributions
• Company demo vehicle
• Associate vehicle discount program
• Reimbursement programs (tuition & fitness)
• Paid holiday shutdown and competitive paid time off benefits
• Sabbatical leave program

What You’ll be Doing:

• Manage Warranty and ECP claims cost within assigned territory by assessing Warranty and ECP expenditures by dealer
• Train and develop Dealers on the Claims Processing System and Warranty/ECP Policies and Procedures to effectively manage claims costs
• Ensure dealer staff are accountable and are fully capable of self-analyzing and managing their warranty business
• Evaluate territory KPIs to identify dealers at risk and proactively implement process to reduce risks
• Perform onsite and Virtual Warranty Assessments with dealers that identified having areas of concern
• Perform appropriate Warranty claim debits when necessary for certain claim types
• Assist dealerships to develop and implement Standard Operation Procedures and/or guidelines
• Ensure dealerships are fully aware of the guidelines of the Dealer Self Authorization program and that Goodwill expenditures are correctly utilized
• Initiate and implement appropriate ‘Kaizen’ (continuous improvement) which results in work efficiencies related to effective cost control
• Support multiple TCI departments including Warranty Claims, Customer Relations, Product Quality & Service Support, Vehicle Safety Compliance Liaison Office of Canada, and Zone Offices
• Please note, this role requires frequent travel

What You’ll Bring:

• College diploma/University degree or relevant automotive business experience, or 5+ years of experience in retail automotive or service operations
• Strong mechanical/automotive parts knowledge and aptitude
• Excellent customer service skills
• Strong data analytical skills
• Experience with Microsoft Office Suite (Excel, PowerPoint, Word, etc.)
• Valid driver’s license
• Overnight travel may be required
• Bilingual (English/French) is an asset

About Us
Toyota Canada Inc. is the exclusive Canadian distributor of Toyota and Lexus vehicles. Toyota Canada’s head office is in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax. Toyota parts and accessories are distributed through TCI’s Parts Distribution Centres in Bowmanville and Vancouver. TCI supports over 287 Toyota and Lexus dealers in Canada with services that include training, sales, marketing, environmental and customer satisfaction initiatives.
What Sets Us Apart?
A focus on people, passion for Toyota, innovation and continuous improvement have made us an award-winning company, recognized worldwide for our technological leadership and superior standards of quality, community involvement and environmental responsibility.
What You Should Know:
Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law. Please advise us at any point during the recruitment and selection process or your employment if you require accommodation.

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• Manage Warranty and ECP claims cost within assigned territory by assessing Warranty and ECP expenditures by dealer
• Train and develop Dealers on the Claims Processing System and Warranty/ECP Policies and Procedures to effectively manage claims costs
• Ensure dealer staff are accountable and are fully capable of self-analyzing and managing their warranty business
• Evaluate territory KPIs to identify dealers at risk and proactively implement process to reduce risks
• Perform onsite and Virtual Warranty Assessments with dealers that identified having areas of concern
• Perform appropriate Warranty claim debits when necessary for certain claim types
• Assist dealerships to develop and implement Standard Operation Procedures and/or guidelines
• Ensure dealerships are fully aware of the guidelines of the Dealer Self Authorization program and that Goodwill expenditures are correctly utilized
• Initiate and implement appropriate ‘Kaizen’ (continuous improvement) which results in work efficiencies related to effective cost control
• Support multiple TCI departments including Warranty Claims, Customer Relations, Product Quality & Service Support, Vehicle Safety Compliance Liaison Office of Canada, and Zone Offices
• Please note, this role requires frequent trave