Complaint Analyst / Defect Investigator - Automotive ( ANTICIPATORY)

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

- We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

- Assessment accommodation

- Only on-line applications will be accepted. All job applications must be submitted through the Public Service Resourcing System (PSRS).

- Preference may be given to candidates at level.

- You will be required to demonstrate the Essential Qualifications (Education and Experience) and Asset qualifications (if applicable) for the initial screening by answering online screening questions and on your résumé. It is NOT sufficient to only state that the qualifications are met or to provide a listing of current or past responsibilities. You must clearly demonstrate when, where, and how the qualification was met through substantiation by concrete examples. Information on your education and experience provided in the screening questions should be supported by your résumé. Failure to provide the above information in the required format may result in your application being rejected from this process.

COMMUNICATION

- All information pertaining to the invitation to tests or interviews will be sent by e-mail. Candidates who participate in this selection process must include an electronic e-mail address which accepts e-mails from unknown users (some e-mail systems block this kind of e-mail). THEREFORE, IT IS YOUR RESPONSIBILITY TO VERIFY YOUR E-MAIL AND/OR PSRS ACCOUNT ON A REGULAR BASIS FOR NEW COMMUNICATION REGARDING THIS SELECTION PROCESS.
Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

Duties

-Establishing the foundations for investigations into alleged or suspected safety-related defects associated with the design, construction or functioning of motor vehicles, tires or child car seats; keeps companies and management informed of the development and progress of defect investigations; and brings new major safety concerns to management’s attention in a timely manner so that the department can take appropriate risk mitigation actions.

- Working in a call center (currently virtual), answering calls from the public, interviewing callers and rigorously documenting their complaint in a data base. Following up with consumers by phone or email.

- Processing logged complaints in a data base. Coding files, performing research and documenting findings.

- When required, supporting inspectors in their investigations.

- Promoting compliance with the Motor Vehicle Safety Act by providing clarification on the regulatory requirements to companies; and providing expert advice on motor vehicle safety issues to manufacturers and importers, departmental officials, other federal and provincial government departments, safety standards organizations, foreign regulatory authorities, law enforcement agencies, public interest groups, and members of the public.

- For more information on Transport Canada’s motor vehicle safety defect investigations and recalls program, please consult the following web pages: www.tc.gc.ca/recalls and https://tc.canada.ca/en/road-transportation/road-safety-canada

Work environment

- Join our team and turn your passion for cars into a career doing work that can make a difference for Canadians!

- Transport Canada is responsible for developing and overseeing the Government of Canada’s transportation policies and programs so that Canadians can have access to a transportation system that is safe and secure, green and innovative, and efficient. Our department employs a little over 6,000 talented and motivated employees working in several locations across the country. We are an employer that fosters employee well-being, provides a healthy, harassment-free and inclusive workplace, attractive compensation package and flexible work schedules that promote work-life balance. Our values: professional excellence, teamwork, diversity and mutual respect.

- We are looking to staff the position of Complaint Analyst. Complaint Analysts are part of Transport Canada’s Defect-Related Information on Vehicles and Equipment Division. This Division is responsible for collecting intelligence about alleged or suspected safety-related defects associated with the design, construction or functioning of vehicles, tires or child car seats. We work closely with manufacturers, consumers, dealers, forensic scientists and others.

- Transport Canada’s Defect-Related Information on Vehicles and Equipment Division is based at the Motor Vehicle Safety Investigation Laboratory in the National Capital Region and, specifically, in the Hull sector of Gatineau, Quebec. The laboratory, a state-of-the-art, best-kept-secret facility, is a stone’s throw from a major highway, 8 km from Parliament Hill. Express and regular bus routes stops, including service to and from downtown Ottawa, are within walking distance. Our facility backs onto the Trans-Canada nature trails and bike paths.

- You are passionate about cars or other types of vehicles, you will enjoy working on our team, making a real difference to the safety of Canadians on the road!

- If you’re motivated and looking for an exciting new opportunity, we invite you to apply!

- For more information on Transport Canada’s motor vehicle safety defect investigations and recalls program, please consult the following web pages: www.tc.gc.ca/recalls and https://www.tc.gc.ca/eng/motorvehiclesafety/tptp12957-menu-173.htm.

Intent of the process

- The intent of this process is to establish a pool of fully or partially qualified candidates to fill current and future staffing needs. This pool of candidates may be used to staff similar positions of various tenures (casual employment, term or indeterminate) and with divers linguistic profile ( English essential, bilingual imperative at the BBB/BBB and CCC/CCC level) at Transport Canada.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Education:
ED: A secondary school diploma or acceptable combination of education, training and/or related experience.

Degree equivalency

Experience:
EX1: Experience dealing with consumers.
EX2: Recent experience (see note 1) in the following area of the automotive industry:
o documenting technical problems and repairs.
or
o writing detailed technical reports.

NOTE 1: "Recent" experience means experience acquired within the past five years.

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

Education:
AED: An automotive service advisor diploma, from a recognized institution.

Degree equivalency

Experience:
AEX1: Experience working in a regulatory oversight program.
AEX2: Experience working in a laboratory or manufacturing environment.
AEX3: Experience working in collaboration with the police or other law enforcement agencies.
AEX4: Experience handling consumer complaints.
AEX5: Experience in driving a vehicle equipped with a manual transmission.
AEX6: Five(5) years’ experience as an automotive service writer / advisor
AEX7: Ten(10) years’ experience as an automotive service writer / advisor

The following will be applied / assessed at a later date (essential for the job)

Various language requirements
English essential, bilingual imperative BBB/BBB and CCC/CCC

Information on language requirements

Knowledge:
K1: Knowledge of general automotive vehicle diagnoses and repairs.
K2: Knowledge of automotive nomenclature and terminology

Abilities:
AB1: Ability to communicate effectively orally.
AB2: Ability to communicate effectively in writing.
AB3: Ability to plan, prioritize and organize work.

Personal Suitabilities:
PS1: Demonstrating integrity and respect.
PS2: Thinking things through.
PS3: Dependability
PS4: To work well under pressure.

The following may be applied / assessed at a later date (may be needed for the job)

Personal suitability:
APS1: Enthusiasm and interest in automotive technology.

Organizational Needs
- In support of achieving a diversified workforce, preference may be given to candidates self-identifying as belonging to one of the following Employment Equity groups: aboriginal peoples, members of a visible minority group, persons with disabilities, women.

Operational Requirements
- A valid motor vehicle driver’s license.
- A valid motor vehicle driver’s license for a class or classes of vehicles other than a passenger car is an asset.
- Willingness and ability to work in a laboratory environment and outside in various weather conditions.
- Willingness and ability to work in confined spaces (e.g., vehicle interior, under a vehicle, engine compartment, etc.).
- Ability to lift 23 kg (50 lbs).
- Willingness and ability to work overtime occasionally on short notice.
- Willingness and ability to travel nationally on occasion.

Conditions of employment

Reliability Status security clearance - Conditions of employment
Security: Reliability clearance required.

- On October 6, 2021, the Government of Canada announced details of its plans to require vaccination across the federal public service.

- As per the new Policy on COVID-19 Vaccination for the Core Public Administration Including the Royal Canadian Mounted Police, federal public servants in the Core Public Administration and members of the RCMP must attest to their vaccination status. The requirement for employees to be fully vaccinated applies whether they are teleworking, working remotely or working on-site. This is a condition of employment and it applies to indeterminate (permanent), determinate (term), casual, and student hiring.

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

Information on employment equity

Preference

Preference will be given to veterans first and then to Canadian citizens and permanent residents, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.