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Customer Service Advisor - Shovel Assembly

Reference ID: R-2019-1668

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Company: Finning Canada

Posting End Date: Jun 07, 2019

Number of Opening: 1

Worker Type: Permanent

Position Overview: Responsible for managing service process, focusing on safety, work order management and effective customer communication while ensuring compliance in Finning's Service Operational Excellence Process and Customer Service Commitment.

Job Description:

Major Job Functions:
  • Identify hazardous or hazardous situations and take appropriate action with ensure employee safety utilizing the JHA process
  • Understanding and comprehension of all safety policies and guidelines
  • All safety related training is complete and current
  • Manage customer interactions by responding to customer inquiries, telephone calls, informing customers of repairs, service reports and estimated time of completion of job in compliance with Finning's Customer Service Commitment
  • Responsible to ensure compliance with service related policies (WO signing, travel, etc.)
  • Track and provide completion to assembly schedule based on identified scope of work completed daily / weekly
  • Provide daily / weekly progress reports to internal / external contacts
  • Finalize and document all changes and information
  • Manage service work orders and job files in compliance with Service Operational Excellence process and procedures, including managing Service Work in Progress (SWIP), creating, maintaining and archiving service work orders and job files
  • Ensure accurate time entry is completed daily
  • Ensures accurate scope of work for the job and compile machine information, warranty, CAT, product improvement program (PIP) and Product Support Programs (PSP) letters and all technical information required for the job binder
  • Requests and receives purchase orders (PO)
  • Determine goodwill and warranty requirements
  • Accountable for follow Finning's Customer Service Commitment with all customer interactions, delivering prompt, courteous and professional customer service and addressing and resolving all presented issues to customer's satisfaction
  • Ensure that all requested service work is done safely and with the appropriate tools, and that hazardous and potentially hazardous situations are identified
  • Accountable for documenting standard operating procedures / assembly records to ensure reputability
  • Compliance of all service work orders with Finning's Service Operations Process
  • Accountable for correct, legible and quality service reports and completed proper work orders and operations.
  • Accountable for accurate and timely billing for internal, external and warranty jobs
  • Adhering/compiling to the respective communication touch points through the service process (ie customer, Caterpillar, subcontractors, assembly team, etc.)
  • Accountable for 3rd party vender quotes / invoices / goods receipt

Specific Skills & Knowledge:
  • Understanding of Finning policies and procedures (safety, HR, warranty, service process, etc.)
  • Understanding of key performance metrics for the role, team and department
  • Knowledge of quoting repair options and repair structure and job set up
  • Proficient in MS Office Applications, specifically Project, Powerpoint, Excel, and Word, Infor/Lawson and internal systems
  • Understanding of Finning's Customer Service commitment, warranty program, service billing process and procedures, and Finning and Caterpillar warranty processes
  • Finning and CAT products, parts and mechanical services
  • Quoting repair options and repair structure, Service Work In Progress (SWIP) management process and financial impacts, mechanical aptitude and up selling
  • Understanding of work task safety requirements and risks

Education & Experience:
  • Strong mechanical aptitude with the desire to learn
  • Prior Caterpillar electric rope shovel, General Line technical and/or Power Systems technical experience
  • Prior experience in customer service, Caterpillar dealership experience and/or experience in equipment, service, parts or warranty
  • Prior experience working on large projects

We are committed to diversity at Finning, to building and sustaining a diverse and inclusive workforce and as an equal opportunity employer we encourage applications from all qualified individuals. Finning does not discriminate against applicants based on genders, races, national and ethnic origins, religions, ages, sexual orientation, marital and family status, and/or mental or physical disabilities.

Posted: May 17, 2019
Closes: July 16, 2019