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Customer Service Supervisor

Edmonton, AB
Full Time
7 days ago
Company: Finning Canada

Posting End Date: Jul 27, 2019

Number of Opening: 1

Worker Type: Permanent

Position Overview: Responsible for managing all customer interactions and communications with the sales department, quoting and Service Work in Progress (SWIP) management in conjunction with effectively managing and scheduling jobs and accountable for overseeing the end-to-end service process including time entry.

Job Description:

Major Job Functions:
  • Safety Leadership - lead, demonstrate and champion a healthy and safe work environment ensuring that all safety standards, policies, procedures and compliance requirements are communicated, implemented and followed
  • Define service work scope and objectives to include reviewing and determining resource requirements, reviewing warranty and goodwill requirements and prioritizing incoming repair requirements with Supervisors
  • Managing customer repair requests and invoicing disputes
  • People Leadership - responsible for the day-to-day leadership of staff, including recruitment and selection, orientation, coaching and mentoring, employee engagement, performance feedback and supporting growth and development opportunities
  • Velocity Management - responsible for connecting customer interaction with repair execution by working with the service supervisors for scheduling priority in shop
  • Assign needs and priorities to Supervisors and scheduling the bays
  • Communicate with customer on disputes, negotiating repairs, shop scheduling and estimated turnaround time
  • Ensure estimate, initial and final quotes are sent out in a timely manner
  • Support internal customers and PSSRs in quoting, customer communication and scheduling
  • Results and Financial Management:
  • Manage Service Work in Process (SWIP) and present solutions to keep SWIP at a minimum
  • Overall accountability for work order life cycle and warranty, goodwill and bid variance
  • Demonstrated leadership and engagement towards a safe and working environment that is substantiated by meeting safety TRIF and LTI targets and supported by internal and external safety audits and completing the resulting action plan
  • Demonstrated leadership and engagement of assigned employees that is support by developing and leading an effective team, fostering a positive work environment and setting clear expectations that successfully contributes to effective and efficient service work completion, achievement of operational and strategic targets and goals, customer satisfaction, loyalty and deliver of Finning's Customer Service Commitment.
  • Accountable for effective communication, specifically, ensure presentation of information to customers, employees, service team is professional, timely and accurate and engage Caterpillar on product issues, policy requests and negotiations, customer satisfaction and service letter management
  • Accountable to ensure work orders are closed and invoiced at a timely manner
  • Accountable for representing the branch as a Business Improvement Lead, attending and participating in the calls and championing continuous improvement
  • Accountable for customer satisfaction through the customer loyalty surveys

Specific Skills & Knowledge:
  • Strong understanding of performance management principles, processes and the principles of high performance leadership
  • Demonstrated effective leadership and supervisory skills
  • Demonstrated commitment to safety culture
  • Making decisions involving varied levels of risk and ambiguity
  • Adapt to change in the work environment to deal with frequent change, delays or unexpected events
  • Strong customer service focus and ability to have technical conversations with customers, service supervisors, etc.
  • Strong communication skills to engage, motivate and lead employees
  • Strong decision making and problem solving skills
  • Financial acumen to understand and interpret associated KPIs related to branch profitability
  • Strong negotiation skills
  • Excellent organizational, prioritization and time management skills
  • Excellent interpersonal, and verbal and written communication skills
  • Detail orientated
  • Ability to sell complete service offerings to customers
  • Strong understanding of the Caterpillar product line (forestry, mining, construction, etc.)
  • Strong understanding of the Caterpillar processes (goodwill, product health structure, etc.)
  • Understand Cat and Non-Cat warranties (new equipment, new parts, customer service commitment, finning exchange, OEM, etc).
  • Strong mechanical aptitude to expand technical expertise knowledge base and gain experience

Education & Experience:
  • The desire to lead and manage people
  • Effective leadership / supervisory skills
  • Previous experience on repair execution in a shop or field environment

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.