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Finning
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Customer Service Advisor - Ticketed and Non-Ticketed

Reference ID: R-2019-1485

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Company: Finning Canada

Posting End Date: May 24, 2019

Number of Opening: 1

Worker Type: Permanent

Position Overview: Provide primary contact to major strategic customers marketing Finning and Caterpillar products and services to the Customer through the development and implementation of plans for growth in equipment, parts and service sales. Identify, develop and coordinate the implementation of a customer specific sales and marketing strategy for all products and services

Job Description:

Major Job Functions:
  • 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 all documented standard operating procedures are being adhered to and followed consistently with each job
  • 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, PSSRs, etc.)
  • Quality - Shop or field NPS, Variance, Quote Accuracy
  • Velocity - Aged SWIP%, Days to bill, Average age of warranty submissions, Service letter completion
  • Cost - Service Revenue


Safety Leadership
  • Understanding and practice of NSC where required
  • 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


Customer Interaction/Communication
  • Manage customer interactions by responding to coming service, warranty and 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
  • Respond and manage all incoming service, warranty and customer inquiries
  • Responsible to ensure compliance with service related policies (WO signing, travel, etc.)
  • Advises customer on additional options/repairs
  • Provide estimate completion date based on identified scope of work and communicate guaranteed completion date
  • Responsible for the decision making whether to troubleshoot repair in shop or field
  • Finalize and document all information on the customer interview form


Service Process Management
  • 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
  • Establishes scope of work for the job and compile machine information, warranty, CAT, machine history, 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 and present findings to Customer Service Supervisor


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 Access, Excel, and Word, 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, and Sitech technology
  • 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 to support and direct the technical questions
  • Prior Caterpillar product line, 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


Note:
  • This is a 7 day on / 7 /day off, continuous shift


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 19, 2019
Closes: July 18, 2019