Technical Writer/Warranty Administrator (Transit)

The Role

Develops and maintains standard operating procedures (SOP) and SOP manuals for the transit fleet team. Documents and maintains warranty information and collects warranty claims. Analyzes maintenance trends and life-cycle costs to prepare recommendations for vehicle repairs and replacements. Prepares, schedules, and delivers related training.
 

Duties/Responsibilities

• Researches, creates, establishes, and maintains SOPs for vehicle repairs, servicing, preventive and corrective maintenance. Follows up with staff to ensure they understand and comply with SOPs and guidelines, and reports issues to supervisor. Develops and maintains an SOP manual. 
• Researches and establishes reasonable expected repair and service times. Coordinates, collects, and analyzes performance data. 
• Documents policies and procedures, and develops an employee handbook.
• Enters and maintains warranty information in computerized system, and uses data to determine warranty claims. Documents and processes warranty claims, and follows up with vendors regarding payments. Receives payments and reimbursements from vendors.  
• Assists in preparing preventive maintenance and overhaul schedules for body and mechanical work. Maximizes vehicle availability to meet operational commitments and optimize resources.
• Assists in researching new techniques, equipment, and materials.
• Prepares, schedules, and delivers servicing and repair training programs, based on input from management. Maintains a mechanic training program to provide technical skills for bus repairs.
• Prepares and implements safety practices and procedures and ensures staff receive appropriate safety training.
• Attends training provided by vendors and training institutions.
• Responds to inquiries and communicates with vehicle manufacturers, contractors, and vendors regarding repair and warranty issues and with shop equipment suppliers regarding equipment operation and repairs. Exchanges information with other transit organizations and government agencies.  
• Performs related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge and skills are acquired through related post-secondary education (e.g., Truck and Coach Technician (310T), Automotive Service Technician (310S), Automotive Technology or Engineering Technology diploma), plus 3 years of related experience in a fleet management environment.
• Knowledge of fleet service operations and management, including operational and decision-making processes.
• Knowledge of and ability to comply with policies, procedures, and related legislation and regulations (e.g., Highway Traffic Act, Transport Canada Acts and Regulations, Workplace Hazardous Materials Information Systems).
• Communication and organizational skills to communicate with staff to deliver training; provide information to management; and participate as an effective team member.
• Ability to read and interpret legislation, policies and procedures, technical journals, manuals, reports, warranties, correspondence, and supplier/vendor information. 
• Ability to write detailed, technical SOPs and manuals, reports to committees and management, warranty and training information, policies and procedures, and correspondence.
• Analysis, research, and judgment skills to develop SOPs, review warranty claims, and review computerized data. 
• Computer skills with ability to use software such as Microsoft Office, an integrated fleet management system, and report writers.
• May be required to flex/alter schedule to conduct training during evenings; may be requested to work weekend hours for same.  
• Ability to travel within Waterloo Region.
• Ability to support and demonstrate the Region’s values.