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Shared Services Specialist
4 months ago
Company:
Finning Canada
Number of Openings:
1
Worker Type:
Permanent
Position Overview:
The successful applicant must have the ability to travel at minimum 25% of the time.
Job Description:
Major Job Functions:
- Schedule and deliver training on standard service processes, daytoday activities, tools and software programs.
- Support Development and/or Continually Improve Service Process Management Model Routines and the Service Excellence Model
- Provide one on one sessions when applicable, to strengthen service knowledge.
- Develop, with support, additional reference materials to enhance and accelerate learning.
- Observe competence and share knowledge with employees including, providing recommendations for continuous improvement to leadership.
- Demonstrate best practices driving towards Service Excellence and Customer Experience
- Assess and provide recommendations on interdepartmental processes for effectiveness.
- Continued support, as required, to further service knowledge adoption.
- Collaborate on project initiatives. Communicating project progress, timelines and standards including recommendations to leadership
- Support leadership with SWIP management. This is not limited to Job review and Invoicing tasks, SWIP Meetings, escalations, stakeholder meetings, etc.
- Reporting and dashboard metrics
- Additional duties as required.
Education & Experience:
- In depth knowledge of Finning and the overall service process is required.
- High degree of Systems proficiency using M3 Infor, Cat Goodwill, Cat Warranty, Salesforce, Exchange Components, Kronos, and Star
- Previous Experience in an Advisor capacity for a Dealer
- Previous experience training & onboarding new personnel this would include assessing knowledge, develop training plans, and effectively train personnel
- Secondary Education with 35 years of progressive and related experience with Business Administration
- 12 year's supervisory, managerial or project management experience will be considered an asset.
- Experience with Invoicing Efficiency & Financial Key Performance Indicators
- Background of championing and implementation of continuous improvement
- Demonstrated ability to effectively motivate and lead others that may reside within the facility or in other Finning locations requiring an effective remote supervisory & leadership skill.
- Strategic Thinking Skills strong decision making and problemsolving skills. Making decisions involving varied levels of risk and ambiguity
- Strong understanding of Service Excellence as it pertains to Maintenance Customer Order (MCO) Ownership & Management
- Organizational, Conflict, Time management skills
