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Technology Support Specialist

Reference ID: R-2019-1728

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Company: Finning Canada

Posting End Date:

Number of Opening: 1

Worker Type: Permanent

Position Overview: This primary function of this position is to provide training and ongoing technical support to end-users and customers, as well as mentoring coworkers, on the use and operation of software and hardware technologies distributed both by SITECH Western Canada, as well as Caterpillar technologies. This role is also responsible for assisting Technology Sales Representatives, in consulting with customers, assessing customer needs and challenges, and delivering on required solutions. This will include performing product sales demonstrations.

Job Description:

Major Job Functions:
  • Customer Technical Support for both SITECH and Caterpillar suite of products - Address incoming customer requests for technical assistance via telephone and in person. Identify and troubleshoot product issues and take appropriate actions to repair and resolve issues in a cost effective way, to minimize customer downtime. This may include, but not be limited to, making recommendations to customers for corrective actions
  • Customer and end-user product training - Identify customer training requirements to develop and deliver tailored product training to end-users and customers. May also be involved in implementation and deployment of technology solutions to customers
  • Sales demonstrations - Partner with technology sales team to identify customer product needs. Plan and deliver demonstrations of product capabilities relating to customers' requirements
  • Inventory and tooling management - Maintain and track all SITECH and/or Caterpillar technology inventory and tooling stored at respective branches or rented and loaned to customers
  • Internal mentoring and training - Provide product and process training to team members
  • Reports back on product failure trends and serviceability issues
  • Customer Focus: Being successful means continuously paying attention to customer needs and adapting as these evolve. This heightens the importance of building strong customer relationships and delivering customer centric solutions
  • Cultivates Innovation: Paying attention to what customers want and need - new and improved products, services, solutions, and experiences. Taking initiative and collaborating with people who have diverse points of view. Embrace the mindset you and Finning are never done, never satisfied, never standing still
  • Drives Results: Infusing the team and organizations with a sense of urgency. Creating a culture where organizational performance is always top of mind. Communicating a vision, setting priorities, developing and executing plans that achieve the desired outcome for Finning
  • Courage: Being comfortable with the conflict that is inherent to being a champion of an idea or course of action. Meeting tough situations head-on to constructively resolve them. Saying what needs to be said at the right time, to the right person, in the right manner to effect change
  • Ensure customer requests for support and training services, are responded to at earliest availability, and services are delivered in a time frame that is acceptable to the customer
  • Meet product learning and development targets set out by Manager
  • Ensure thorough documentation, reporting, and closure of support and training cases using provided customer support software
  • Provide product and process training to team members with the goal of meeting team and organizational objectives
  • Ensure proper diagnosis procedures are implemented, and appropriate actions are carried out and delivered
  • Where field technicians are required to be dispatched for diagnosis and repairs, ensure all related case information is reported clearly and thoroughly to the attending customer service advisor
  • Report to the Technology Managers and Technology Sales Representatives all dealings with customers where Tier 2 support escalation is required - (See SITECH Support Model)
  • Have comprehensive knowledge and experience with advanced products and product applications. Including, Business Center HCE Software, UTS for machine guidance, and Visionlink Landfill monitoring
  • Ensure proper adherence to all Finning policies, including Code of Conduct and Safety
  • Ensure proper adherence to Finning expense claim policies. And ensure proper management of expenses and reporting by required deadlines
  • Maintain positive relationships with all customers, external and internal, including suppliers and coworkers, with the goal of ensuring customer satisfaction score which meets current company target
  • Maintain and track any and all SITECH inventory and tooling stored at perspective branch locations or rented and loaned to customers
  • Travel to customer facilities and worksites where and when required


Specific Skills & Knowledge:
  • Computer literate
  • Team player
  • A self-starter with excellent time management skills
  • Excellent interpersonal skills
  • Excellent written and verbal communication skills
  • Excellent presentation skills
  • Able to work well under pressure
  • Analytical and problem solving skills
  • Strong mechanical and educational aptitude
  • Able to accept a strong level of personal responsibility for product success in an environment of shared resources
  • Detailed knowledge of surveying and civil construction or mining operation and engineering including implementation and deployment of technology solutions
  • Sound understanding of Global Positioning Systems (GPS) and the related applications
  • Computer literate and proficient in MS Office applications
  • Knowledge of heavy equipment operation; primarily track type tractors, graders, and excavators
  • Knowledge of civil engineering office software, such as AutoCAD Civil 3D or Trimble Business Center
  • Knowledge of commercial impact of decision making and demonstrates the ability to negotiate skillfully through tough situations to best advance organizational interests
  • Proficient with the SITECH and CAT suite of technology products


Education & Experience:
  • Minimum 5 years' experience in surveying, civil construction, mining operations and engineering, or a related field is required
  • Technical diploma or certificate in Civil Engineering or Geomatics is preferred. Equivalent work experience will be considered
  • Formal training in training and presentation techniques
  • Proven proficiency with Trimble Office software products, including Business Center and Visionlink. To be assessed by senior team members and Customer Support & Training manager
  • Proven proficiency with advanced survey products, including Trimble UTS. To be assessed by senior team members and hiring manager
  • Proven proficiency with advanced Machine control products including Cat Grade Control, UTS and Paving products. To be assessed by senior team members and hiring manager


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: June 17, 2019
Closes: August 16, 2019