Smartrend Manufacturing Group (SMG) Inc. is one of Manitoba’s fastest-growing companies, committed to increasing safety in the school bus industry and reducing emissions in the electric vehicle charging sector through our diverse divisions. We design and develop exciting, patented, and innovative technologies that make a real and lasting impact across multiple industries.
At the heart of our success are the values that guide everything we do:
- People – our team is what makes us special
- Passion – from our hearts and minds, demonstrated through our actions
- Priority – we put the customer first, every day, in everything we do
- Partnership – with each other, our customers, and our suppliers
We provide a supportive environment where hard work, passions, and goals are recognized. Innovation and collaboration are at the heart of what we do. Share your drive and aspirations with us, and we’ll ensure that your efforts open doors to new opportunities and growth.
THE POSITION
As a Warranty Administrator, you play a critical role in delivering an exceptional customer experience by prioritizing service and timely issue resolution. Calm, organized, and people-focused, you manage warranty inquiries with confidence and professionalism. You work closely with cross-functional teams to resolve issues efficiently, maintain accurate records, and ensure customers feel supported throughout the warranty process. With strong attention to detail and a positive, solutions-oriented mindset, you effectively manage multiple inquiries while keeping customer satisfaction front and center.
HOW YOU WILL BE MAKING AN IMPACT
- Evaluate warranty eligibility based on contract terms, product specifications and usage conditions.
- Address customer technical and warranty inquiries promptly, professionally, and with a friendly approach.
- Receive, inspect, track, and log incoming warranty units and route them to the appropriate departments.
- Coordinate return material authorizations (RMAs) from order fulfillment through packing, shipping, and tracking.
- Follow up with customers to confirm warranty issues are fully resolved and satisfaction expectations are met.
- Identify and escalate repetitive or high-risk warranty issues to support quality and continuous improvement initiatives.
- Maintain accurate and timely records within the ERP system and warranty tracking tools.
WHAT SUCCESS LOOKS LIKE
- Customer warranty inquiries are resolved efficiently, resulting in a positive service experience.
- Warranty units move through the intake and resolution process accurately and without delay.
- Warranty replacements are fulfilled correctly and delivered on time.
- Customer follow-up confirms full resolution and satisfaction.
- Warranty data and system records remain complete and accurate.
- Warranty trends and potential risks are identified early and communicated effectively.
- Multiple warranty cases are managed concurrently with accuracy, organization, and minimal errors.
- Collaboration with production, service, warehouse, and customer-facing teams is clear, timely, and solution-focused.
WHAT SKILLS AND EXPERIENCE YOU REQUIRE
- Minimum three years in a customer service role;
- Exhibit strong organizational skills with a high level of attention to detail;
- Apply prior experience in inventory control and stock management;
- Communicate clearly and effectively, both verbally and in writing;
- Excellent interpersonal skills, communication skills, problem-solving and presentation skills;
- Ability to analyze and interpret warranty agreements, including coverage terms, limitations and compliance requirements;
- Customer focused attitude with excellent negotiation skills;
- Strong organizational skills;
- Proficiency with Enterprise Resource Planners (ERP), Microsoft Word, Excel, Outlook, and SharePoint;
- Degree or certificate in Sales, Marketing, Business Administration, or relevant field; considered a strong asset;
- Bilingualism in English and French; considered a strong asset.
THE BENEFITS OF BEING PART OF OUR TEAM
We believe that a healthy, supported team is key to our success. That’s why we offer a benefits package that prioritizes work-life balance, financial wellness, and overall well-being.
Our team members enjoy:
- Competitive salary based on experience
- Group insurance plan with health spending account
- Paid Vacation
- Company-paid shutdown from Christmas to New Years
- Matching RRSP program
We would like to thank all applicants who apply, however, only those selected for an interview will be contacted.
