Finning Canada
Number of Openings:
1
Worker Type:
Permanent
Position Overview:
Job Description Summary
This position will be responsible for managing all field customer interactions and communications in conjunction with effectively managing and scheduling service work and resources to meet customer expectations for equipment service and maintenance and accountable for overseeing the end-to-end service process including time entry for field operation
Come join the Finning family!
Job Description:
Lead, demonstrate and champion a healthy and safe work environment ensuring that all safety standards, policies, procedures and compliance requirements are communicated, implemented and followedure they are using equipment properly and following safe work procedures
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
Manage service trucks, NSC compliance and tooling for the field operations
Develop, maintain and foster a healthy relationship with the union and unionized employees
Ensure work orders are closed and invoiced at a timely manner
Leadership of staff, including recruitment, orientation, coaching, mentoring, employee engagement, and performance feedback and supporting growth and development opportunities.
Review results daily, weekly and monthly with direct report
Bridge customer interaction with repair execution by working with the field service supervisor(s) for scheduling priories in field and dispatching
Direct and timely resolutions to customer issues and goodwill settlements
Investigate service eforms related to variances, service warranty and service re-do
Investigate service eforms related to variances, service warranty and service re-do
Create annual budget, forecasting and review applicable contract management emails if required
Qualifications
5+ years of previous supervisory or leadership experience
Previous experience on the repair and execution side of business
Strong understanding of the Caterpillar product line and Caterpillar processes (goodwill, product health and structure, etc.)
Strong understanding of CAT and non-Cat warranties
Previous experience with Caterpillar equipment/engines
Strong understanding of parts and service processes and systems, Finning’s work order cycle, sales processes, warranty offerings and goodwill practices
Strong mechanical aptitude to expand technical expertise knowledge base and gain experience
Strong decision making and problem solving skills
Exceptionally strong interpersonal skills
Strong written and verbal communication and presentation skills
Business acumen and financial planning, budgeting and forecasting knowledge
Ability to understand and interpret associated KPIs related to branch profitability
Experience leading, coaching, mentoring people
Proven relationship management skills with a strong customer focus
Comprehensive understanding of the operational processes, issues, challenges, best practices, people and customers within the industry
Understanding of the collective agreement, performance management and disciplinary processes and the principles of high performance leadership
Strong understanding of the National Safety Code (NSC)
W e 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.
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