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Customer Service Manager - Expanded Mining

Reference ID: R-2018-5653

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Posting End Date:

Number of Opening: 1

Worker Type: Permanent

Position Overview: Responsible for the daily field and outage repair execution, and customer interaction of the branch and the delivery of branch goals and objectives; in addition to adhering to Finning's Customer Service Commitment and Service Excellence Operational process. This includes providing clear and effective leadership, demonstrating a healthy and safe work environment for all branch employees, and facilitating targeted levels of customer satisfaction.

Job Description:

Major Job Functions:
  • Thorough understanding of labor relations and grievance resolution process
  • Strong understanding of parts and service processes and systems, Finning's work order cycle, sales processes, warranty offerings and goodwill practices
  • Understanding and adheres to Finning policies and procedures
  • Comprehensive understanding of the operational processes, issues, challenges, best practices, people and customers within the industry
  • Business acumen and financial planning, budgeting and forecasting knowledge
  • Finning's products, services and industry segments, Customer Service Commitment, Service Excellence Operational Excellence
  • Performance Management and Performance Improvement Plan (PIP) processes and the principles of high performance leadership
  • Accountable for ensuring the training of employees and check regularly to ensure they are using equipment properly and following safe work procedures
  • Accountable to understand the OH&S requirements for their worksite as well as apply the Finning (Canada) Health and Safety management system to aid in meeting these requirements
  • Accountable for creating quality career learning plans and performance objectives aligned with the business strategy and supported through the year with quality informal and formal conversations.
  • Accountable for developing, maintaining and fostering a healthy relationship with the union and unionized employees
  • Accountable for working towards a Caterpillar 4 Star rating
  • Accountable for managing service trucks and National Safety Code (NSC) compliance
  • People (Safety) - Service TRIF, Near miss reports, NSC compliance, Service EOS Engagement Roll up and Performance Plan Completion
  • Quality - Service NPS, Service Letter Completion, Labor Recovery, Variance
  • Velocity - Aged SWIP%, Accounts Receivable
  • Cost - Service Revenue, SG&A%, Gross Profit%, Service Goodwill

Safety Leadership
  • Lead, demonstrate and champion a healthy and safe work environment and culture for all branch employees, contractors and customers
  • Ensure that all safety practices and policies and compliance requirements are followed, employees hold and maintain the appropriate safety training required for their position, monthly spot audits are conducted and that at a minimum, safety TRIF and LTI targets are met, while always striving for zero

People Leadership
  • Demonstrate clear and effective leadership to branch employees through role and responsibility guidance, performance management, coaching and mentoring and supporting growth, development and training opportunities
  • Provide quality, timely feedback to individuals through formal and informal conversations to support the performance management process
  • Share Employee Opinion Survey (EOS) results, solicit feedback, develop and post an action plan on the Action Planning website

Results and Financial Management
  • Manage day-to-day branch operations, assets, finances including planning, managing and reporting of branch financial results, assets and facilities requirements. Deliver business results by generating field service opportunities with customers and regional Finning sales representatives. Taking a direct sales leadership role when required
  • Responsible for reviewing the monthly metrics related to People, Quality, Velocity and Cost with branch employees
  • Manage the successful execution of Finning's Service Excellence Operational process and customer service commitment within the branch
  • Owns successful execution on the customer contract (if applicable)
  • Direct timely resolutions to customer issues and goodwill settlements
  • Responsible for investigating service eforms related to variances, service warranty and service re-do
  • Create annual budget, forecasting and review applicable contract management emails if required
  • Actively purse monies from CAT recoveries
  • Responsible for maximizing recovery of components from CAT and OEM
  • Drive field service sales and execution

Specific Skills & Knowledge:
  • Exceptionally strong interpersonal skills
  • Strong written and verbal communication and presentation skills
  • Proven leadership, coaching, mentoring, people and team development skills
  • Strong analytical, problem solving and decision making skills
  • Proven Financial business acumen
  • Proven relationship management skills with a strong customer focus
  • Leadership for Safety Excellence Training
  • Strategic business planning

Education & Experience:
  • 8-10 years of previous supervisory or leadership experience
  • Previous experience on the repair and execution side of business
  • Strong mechanical aptitude to expand technical expertise knowledge base and gain experience

  • This position will be responsible for the Service Operations of the Expanded Mining field group

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: December 11, 2018
Closes: February 9, 2019
Email Address:
Company Info
10,000+ employees
Transportation and Warehousing

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About Finning

Finning is the world's largest Caterpillar dealer delivering unrivalled service for over 80 years. We sell, rent and provide parts and service for equipment and engines to customers in various ...