Senior Manager, Technical & Warranty Support

PULSE VEHICLES

Senior Manager, Technical & Warranty Support

Location: Any Pulse Vehicles location

Demers Ambulances · Crestline Coach · Braun Custom Ambulances · Medix Specialty Vehicles

Employment
Permanent, full-time

Location
The position may be based at any Pulse Vehicles location in Canada or the United States.

Work arrangement
Primarily office-based; a hybrid arrangement may be considered based on business needs and the selected location.

Travel
Up to 50% across Pulse Vehicles locations in Canada and the United States

Reports to
Vice President, Specialty Vehicles Canada Customer Care and Aftermarket

Build the future of technical and warranty support at Pulse Vehicles

Pulse Vehicles brings together specialty vehicle brands and teams across Canada and the United States. Our mission is to make life better, one relationship and one vehicle at a time. We are building a unified North American Customer Care and Aftermarket organization focused on vehicle uptime, responsive support and an exceptional customer experience.

The Senior Manager, Technical & Warranty Support will lead the North American technical support and warranty functions from any Pulse Vehicles location. This highly visible role will shape the team, processes, systems and performance standards that support multiple Pulse brands and a cross-border operating environment.

Professional fluency in French is strongly preferred and will be given significant consideration in candidate selection because this role directly supports team members whose first language is French.

The successful candidate will build a technically capable, customer-focused organization that resolves field issues quickly, manages warranty consistently and creates a disciplined feedback loop between customers, Aftermarket, Engineering, Quality and Manufacturing.

What you will do

• Lead, coach and develop a geographically distributed technical support and warranty team serving customers, dealers, service locations, field technicians and internal partners across Canada and the United States.

• Set clear service levels for response, escalation, follow-up, ownership and closure, with particular urgency for vehicle-down and safety-related issues.

• Build repeatable troubleshooting processes and practical resources, including service bulletins, repair procedures, FAQs, wiring references and known-issue documentation.

• Define disciplined escalation paths so routine and documented issues are resolved within Technical Support while design-level, safety-critical and complex product issues reach Engineering with complete facts and appropriate urgency.

• Lead consistent, accurate and policy-aligned warranty administration, including claim evaluation, authorization levels, documentation standards, labour and parts review, goodwill decisions and exception handling.

• Track warranty cost, claim-cycle time, supplier recovery, high-cost repairs and repeat failures, and convert those insights into corrective actions with Quality, Engineering, Procurement and Finance.

• Own business requirements and data discipline across CRM, ERP and service-management tools, creating standardized case categories, failure codes, warranty coding and useful performance dashboards.

• Build cross-brand capability through structured onboarding, training, field exposure, cross-training and documented knowledge transfer.

• Partner closely with Engineering, Quality, Manufacturing, Parts, Service, Procurement, Finance, Sales and senior aftermarket leadership to resolve customer-impacting issues and improve product support.

What success looks like

• Faster initial response and vehicle-down resolution

• Improved first-contact and first-level resolution

• Disciplined case and warranty administration

• Consistent, well-supported escalation to Engineering

• Reduced repeat failures and stronger knowledge transfer

• Improved supplier warranty recovery and customer confidence

• A unified, accountable North American team with broader cross-brand capability

What you bring

• Seven or more years of progressive experience in technical support, warranty, field service, engineering support, quality or commercial vehicle or equipment support.

• Five or more years of leadership experience, ideally across multiple sites, brands or countries.

• Strong working knowledge of vehicle electrical systems, diagnostics, multiplexing, controls and mechanical systems; specialty or emergency vehicle experience is strongly preferred.

• Experience with warranty administration, claim analysis, supplier recovery, root-cause analysis and corrective-action processes.

• Demonstrated ability to translate complex technical information into practical troubleshooting, customer communication and field-support processes.

• Strong analytical skills and comfort using KPIs, failure data and warranty trends to guide decisions.

• Experience with ERP, CRM, service-management and reporting platforms; exposure to SAP, Oracle, JD Edwards or Salesforce is an asset.

• A university degree in business, operations, engineering or a related field is an asset; directly relevant experience and demonstrated career progression may be considered in place of formal education.

• Fluency in English is required. Professional fluency in French is strongly preferred and will be treated as a significant selection advantage because the role directly supports a team whose first language is French.

• A valid driver’s licence and the ability to travel regularly within Canada and the United States.

How you lead

You combine customer urgency with sound technical and financial judgment. You are a calm, credible coach who sets clear expectations, makes defensible decisions and communicates difficult messages tactfully. You are comfortable challenging senior leaders respectfully, operating through ambiguity and taking ownership of a function that is still evolving.

Why join Pulse Vehicles

• Build and shape a cross-border technical support and warranty function rather than inherit a fully established model.

• Influence processes, service levels, KPIs, systems, documentation and team development across multiple brands.

• Work directly with senior aftermarket leadership and a broad network of technical, operational and customer-facing partners.

• Improve customer uptime and the service experience across Canada and the United States.

• Gain broad exposure within the Pulse Vehicles and JB Poindexter organization.

Our values

We are customer centric, inspire leadership, show integrity, embody family spirit and pursue excellence.