Service Performance Specialist

Description

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Major Job Functions:

Service Process Development & Continuous Improvement

• Lead process sustainment/management engagements and projects using problem solving and improvement techniques, methodologies, and project management tools. ·
• Deliver workshops, develop plans and approach, and execute strategies to improve service processes, eliminate waste, enable the organization to become nimbler and more responsive to improve customer and employee experience.
• Interact with facility leadership, frontline teams, analyze business requirements, driving needs and gap analysis by asking challenging yet thoughtful questions leading to gathering and documenting the detailed business requirements (user stories and epics) from a broad community of stakeholders.
• Provide support to ensure that processes are properly captured for targeted service processes.
• Support operational excellence improvement projects, initiatives and strategies that is supported by identified, reported, and presented cost, resource, efficiency, and process variances and issues.
• Partner and collaborate with Service Applications Support team to improve service processes through technology and systems resources (coaching aids, job aids, etc.)
• Work collaboratively and coach operational teams to embed & monitor Service Excellence principles across regional service operations.
• Support the Service Operations team in implementing the standard service processes, provide front line coaching sessions/aids to strengthen service knowledge.
• Partner with facility leadership, and corporate partners to define processes, system, control Performance requirements, and capture process improvement feedback.
• Decrease silos in the organization by working collaboratively with the other departments; facilitating connections between stakeholders to work together on holistic plans which include all stakeholders.
• Monitor and review the model and leading the changes and improvements to refine standards driving Continuous Improvement to the Service Excellence Model.
• Maintain best practices as a point of reference for facilities driving towards Service Excellence and Customer Experience.
• Facilitate branch assessments to identify and close gaps, partnering with leadership and frontline teams to achieve Service Excellence using change management strategies.
• Timely and accurate completion of assessments, reporting and initiatives; provide recommendations through action planning with service leadership. Report to regional management and Service Transformation on project plans, updates, and milestone achievements.
• Collaborate with operational business partners to implement continuous improvement activities.
• Represent the company in a professional and ethical manner and maintain effective relationships with internal department and staff while maintaining confidentiality.

Accountability:

• Recommendation and implementation of process improvement initiatives related to service operations.
• Actively engage with stakeholders at all levels of the organization to drive continuous improvement of the Service Excellence approach by supporting collaboration between Operational Leaders.
• Liaise with Service Operations Support team, branch management and CAT to identify service operations continuous improvement opportunities.
• Regularly monitor, and report on service KPI’s, risk awareness, governance, warranty, and goodwill.
• Represent the company in a professional and ethical manner, maintaining confidentiality and effective relationships with customers, internal departments, CAT and staff.

Education & Experience:

• 3-5 years’ Service background focused on operations, project management and leadership.
• 1-2 years’ proven experience in Project and/or Continuous Improvement.
• Proven experience collaborating and influencing service and operational teams.
• Proven experience influencing without authority.
• Experience and skill set in working with a dealership or heavy equipment industry.
• Experience operating in a large complex changing environment. · Undergraduate degree, Project Management certificate and/or Business Analyst certificate is considered an asset. ·
• Working knowledge of Service Excellence Program, Operational KPIs, risk awareness and Warranty & Goodwill.

Knowledge:

• Fully understands and can interpret service processes at Finning
• Understanding and knowledge of operational requirements and nuances.
• Working knowledge of M3 systems processes
• Knowledge of Finning Technology Applications · Fully understands project management fundamentals, processes and methodology.
• Commercially and financially savvy with strong results orientation
• Positive customer-centric approach to problem solving, ensuring solutions are always formulated
• Collaboration, communication, and influence - Highly collaborative yet persistent with the ability to develop positive rapport with stakeholders and influence at all levels and stages in the value chain.
• Listens effectively, speaks and writes in a clear and concise manner
• Critical thinking to anticipate, identify and respond to market trends with creativity and innovation
• Flexibility and adaptability in a fast-paced environment · Knowledge of products and services, Customer Service Commitment and Service Excellence Operational Excellence.

Soft Skills:

• Ability to influence without authority and drive collaboration. · Strong project management and process improvement skills.
• Excellent organizational and planning skills. · Strong interpersonal skills.
• Demonstrated ability to deal effectively with others in a diverse environment.
• Results-oriented individual with ability to prioritize and manage multiple projects at one time.
• Developed ability to work/communicate remotely with virtual stakeholders.
• Strong presentation skills.
• Motivated by change and aptitude for Change Management

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.