Uptime Center & Warranties Manager - Nors Canada

Nors • Mississauga, ON

36d • CA$155,000 - CA$180,000 • Hybrid

About The Position

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. This position is part of the Aftersales team and can be based in any major Nors location.

Requirements

• 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
• Post-secondary diploma and/or relevant work experience
• Conduct work in a safe manner, abide by all Nors safety policies and report all hazardous conditions and unsafe work procedures.
• Report any and all incidences/accidents/near misses according to company policies.

Nice To Haves

• Proficiency in French is an asset

Responsibilities

• Acts as the “Capability Builder for NORS Canada”, accountable for technician and parts training systems, real-time technical support, knowledge management and sharing, and alignment of capability to operational needs.
• Convert telematics insights into revenue opportunities.
• Improve PM contract renewal and penetration.
• Maximize warranty recovery.
• Create visibility and control of down units, warranty processes, and 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.
• Reduce customer downtime.
• Improve fleet uptime performance.
• Support proactive service engagement.
• Monitor down units (aging, priority, blockers) and critical telematics alarms daily.
• Escalate issues to branches/suppliers and support resolution actions daily.
• Publish down unit report (status, aging, actions) weekly.
• Review telematics activity and opportunities weekly.
• Review PM contract compliance and expiries weekly.
• Review warranty program performance, including recovery rates, aging claims, outstanding issues, and branch compliance weekly.
• Review warranty performance (recovery rate, issues), PM contract revenue and renewal rates, and telematics monetization performance monthly.
• Identify operational gaps and corrective actions monthly.
• Analyze uptime trends and downtime drivers quarterly.
• Review branch performance on uptime execution quarterly.
• Improve telematics and PM processes quarterly.
• Define uptime strategy annually.
• Improve warranty processes and OEM alignment annually.
• Optimize PM contract program annually.

Benefits

• Equal Opportunity Employer committed to diversity and inclusion
• Accommodation for people with disabilities during the recruitment and assessment processes

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree