Technology Support Advisor
2 months ago
Company:
Finning Canada
Number of Openings:
4
Worker Type:
Permanent
Position Overview:
Job Summary:
Reporting to the Technology Support Supervisor, the Technology Support will execute on the support playbook developed together with the supervisor and support team. This role will work in conjunction with the customer, the broader Finning Technology Solutions group, Caterpillar, as well as regional branches.
This role will be responsible for gathering the required information and ensure all details are captured. Providing the level one support, this role will be responsible for the initial troubleshooting request.
**Job Description**:
- Technology Support - 50%
- Work with the Technology Support Specialists and Technology Product Specialists to understand current services processes and leverage these to achieve customer performance targets. Processes include remote audits, monitoring the flow of work in our ticketing system, customer satisfaction follow
- up and lab room testing of equipment as required (i.e. G610 and modem software flashes)
- Management of Technology Solutions Lab room assets and internal procedures
- Work with the Technology Technicians to remotely support troubleshooting and verification of technology systems on equipment
- Follow the process for the Technology Support Specialists to be notified of incoming service work
- Working with the regional technology managers and customers to manage the sign-up, orientation, training and maintenance of services on multiple digital platforms (CUBIQ, DSSi, TSC system, CAT Productivity, etc.)
- Customer Service - 25%
- Responsible for front line customer service, ensuring users are having using uninterrupted product performance, updating ticketing systems, CRM systems and databases as required.
- Responsible for communicating with Cat as it related to any issues associated with DSS, MineStar, Automation and Autonomy or Construction Technology assets and maintaining functionality. Responsible for the reporting of Support performance for CAT and Finning
- Customer Reporting - 25%
- Produce standard customer reports for commercial use in customer conversations.
- Work with the Technology Solutions Manager and FINCA training group to develop internal service and external training plans and programs.
- Specific Skills:
- Strong communication (both verbal and written) and consultative skills, with the ability to adapt style to different audiences and provide recommendations to customers or colleagues
- Strong project management skills
- Ability to demonstrate professional leadership, credibility and able to maintain value added relationships with customers, colleagues and leaders
- Excellent critical thinking skills, can understand, identify and think through the implications and impacts of decisions within complex situations
- Excellent time management, organizational skills and the ability to work in a fast-paced, high volume environment including a strong attention to detail
- Collaborative, responsive and service-oriented approach and proven ability to immediately establish credibly with customers and colleagues. Demonstrates a strong sense of urgency.
- A self-starter who is comfortable with ambiguity and able to work in an environment without clearly established boundaries
- Proactive, flexible and comfortable in a fast-paced, constantly changing environment, which demands a high level of energy and commitment
- Strong team player, who shares information and expertise with others to enable them to accomplish group goals, and seeks opportunities to contribute to the knowledge and success of the team
- Education & Experience:
- Post-secondary education in Engineering, Computer Science or Business
- Minimum 3-5 years working in technology or similar field
- Knowledge of various office programs MS Project, Excel, Word, PowerPoint
- CRM experience and knowledge
- Strong aptitude with technology including data base and infrastructure experience
- Excellent communication skills, both verbal and written with strong presentation skills
- Experience in project implementation and project management
- Ability to build close working relationships with the business in order to collaboratively achieve organizational results
- Basic knowledge of heavy equipment, technology solutions and machine components
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