Service Planner, Component Shop

Description

Customer Relationship Management :

Customer Intake and Case Management. Establish scope of work and gather all required and necessary information to ensure Case quality and accurate Estimate / Quote creation.

Estimate / Quote creation

Provide advice on customer service requests and troubleshoot issues.

Develop and communicate estimated completion dates and alternate solutions.

Manage customer service and warranty repairs, and present estimates and final quotes.

Consistent communication with customers of repair status and follow up after repairs to ensure satisfaction.

Manage changes to scope, budget, and schedule, and ensure compliance with service-related policies.

Service Process and Project Management

Research, develop and establish the scope of work for the service request and compile machine information, warranty, Caterpillar, machine history and service letters, finalize and document all information for customer approval

Understand customer risk thresholds and tolerances and provide appropriate recommendations when managing Finning’s warranty exposure in each of the recommendations

Understand and apply available marketing programs based on overall strategic account management, financial opportunity and potential for future sales

Develop and deliver detailed work breakdown structure, with defined tasks, resource requirements and schedule

Develop a communication plan to ensure a clear understanding of service requests, timelines and deliverables, incorporating all key stakeholders

Engage with service supervisors to participate in pre, mid and post job meetings as well as daily scheduling / planning meetings with key stakeholders

Deliver the voice of the customer internally

Understand what actions are required if repair is off track in order to get back on track

Ability to uncover, understand and build action plans for lessons learned, with service supervisor once post job is completed

Establish and support recommendations for technical justification of goodwill and collaborate with account team to understand the commercial justification of goodwill in alignment with the goodwill philosophy. Finalize and document all information on the customer interview form

Track, manage, and communicate backlog to both internal and external stakeholders in a constructive, confidence building delivery (solutions orientated)

Complete the customer support operation sections of the work order closing check sheet to ensure effective transition of completed repairs to the work order management team.

Collaborate with peers and stakeholders throughout the Finning Network (R, RR & RRR) to ensure effective movement, scope validation and progress tracking of components / equipment in the network aligned to the governance model

Internal Communication / Collaboration

Work collaboratively and communicate proactively with Product Support, Equipment Sales, Service and Administrative teams to ensure that all customer and service elements are understood and completed in a timely manner, ensuring a strong customer experience

Education & Experience :

Strong customer relationship management; business acumen and mechanical aptitude.

Previous experience with Caterpillar equipment / engines.

5-8 years of experience in technical service, parts, warranty, or repair.

Blue Seal certification and project management training (PMP) are assets

Demonstrated knowledge and understanding of service, billing and warranty processes

High proficiency in Microsoft applications, Salesforce and other relevant software.

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and / or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations / adjustments to individuals with disabilities. If you require an adjustment / accommodation at any point during the recruitment process, please inform your recruiter.