Component Specialist

6 months ago

Fort McMurray, Canada Finning International Inc. Full time

Company:
Finning Canada

Worker Type:
Temporary

Position Overview:
Responsible for managing major and minor component replacement process, warranty, work order management and effective customer communication and ensure compliance in Finning’s service excellence process and customer service commitment.

**Job Description**:
Major Job Functions

Safety Leadership
- Actively participate in the daily safety discussions lead by Finning and/or customer
- Understanding and comprehension of all safety policies and guidelines
- All safety related training is complete and current

Customer Contracts/Customer Interaction & Communication
- Participate in customer line-up meeting and identify competitor component replacement activity and exchange component replacements
- Participate in customer scheduling and planning meeting
- Review customer maintenance schedule and verify replacements are scheduled in alignment with contractual language
- Identify customer quotation requirements
- Gather and review equipment history to support repair versus replace decisions
- Review repair/replacement options with customer based on machine availability, contract language, etc.
- Create and submit component request form for the identified transactions

Component & Exchange Process Management
- Manage major component replacement process
- Understand the do not repair (DNR) process by identifying DNR components and the impact by DNR status
- Manage the exchange and component business
- Review the service bay activity and support the management group of any identified exchange component transactions
- Identify intervention opportunities and support component change out form completion
- Identify requirements for site failure reports or site observation reports
- Interpret failure analysis reports and recommend next steps including supporting decisions
- Observe conditional core acceptance tests and verify sales level
- Identify risk on minor component transactions

Accountability
- Shared responsibility with onsite Service Supervisor to ensure compliance with service and complete related policies
- Responsible to ensure component transactions are in compliance with existing customer specific component replacement contracts
- Accountable for following Finning’s customer service commitment with all customer interactions, delivering prompt, courteous and professional customer service while addressing and resolving all presented issues to the customers’ satisfaction
- Accountable to ensure all documented standard operating procedures are adhered to and followed consistently with each job
- Ensure compliance of all component work orders with Finning’s operations process
- Accountable to adhere to the respective communication touch points through the component process
- Accountable for understanding the customers contract and customer maintenance schedule.

Specific Skills
- Demonstrated commitment to safety culture
- Making decisions involving varied levels of risk and ambiguity
- Adapt to change in the work environment to deal with frequent change, delays or unexpected events
- Customer relationship management
- Effective negotiation skills
- Actions and decisions consistently in alignment with customer and Finning’s best interests
- Self-motivated and ability to work with mínimal supervision
- Team player
- Excellent organizational, prioritization and time management skills
- Excellent interpersonal, and verbal and written communication skills
- Detail orientated
- Ability to sell complete service offerings to customers

Education & Experience
- Ticketed Heavy Equipment Technician (HET) or Parts or strong mechanical aptitude with the desire to learn to support and direct the technical questions
- Prior Caterpillar product line or general line technical experience
- Prior experience in customer service, Caterpillar dealership experience and/or experience in equipment, service, parts or warranty
- Thorough understanding of Finning’s “Component Request Application”
- Ability to interpret and understand contractual language
- Understanding of Finning policies and procedures (safety, HR, warranty, service process, etc.)
- Understanding of key performance metrics for the role, team and department
- Knowledge of exchange component sales process, quoting repair options and repair structure and job set up
- Proficient in MS Office Applications, specifically Access, Excel, and Word, Lawson and internal systems
- Understanding of Finning’s Customer Service commitment, warranty program, service billing process and procedures, and Finning and Caterpillar warranty processes
- Understanding of Finning and CAT products, parts and mechanical services
- Quoting repair options and repair structure, Service Work In Progress (SWIP) management process and financial impacts
- Failures analysis report interpretation required

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employe

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