Service Operations Support Specialist

2 months ago


Edmonton, Canada Finning Canada Full time

Company:
Finning Canada

Number of Openings:
1

Worker Type:
Permanent

Position Overview:
Reporting to the Service Analytics Manager, this position is responsible for defining, managing, reinforcing and improving operational controls within Finning (Canada)’s Service departments.

This position manages and reinforces the effective adoption of implemented Service business and system changes required to improve both employee and customer experience and reduce our cost to serve. Accountable for continuous improvement of the Service operating model; this position will plan, organize, and control compliance management routines to promote improved transactional effectiveness and increased customer loyalty and service profitability, create and maintain a facility assessment program to enable accurate measurement of Facility compliance, conduct annual process reviews to ensure regulatory requirements are met. This role has responsibility to develop, manage and communicate insights to the business through Key Performance Indicators in line with Priority Value Drivers (PVD) and the Service Transformation bold goals.

We look forward to you joining our team

**Job Description**:

- Create, maintain and improve adoption ratios through reporting channels when new processes are implemented within the business
- Organize and deliver training programs to improve employee performance, transactional effectiveness and adoption
- Develop and implement change activities that are aimed to reinforce the change
- Identify critical control requirements in the Repair Management Cycle
- Partner with Facility Leadership, Shared Services and Corporate to define control optimization requirements
- Develop, implement and enforce Standard Operating Procedures that keep service operating in a legal and ethical manner and minimize risks
- Conduct, evaluate, review and manage various types of audit engagements (including Operational, Compliance, Financial, and Investigative Audits)
- Communicate and translate quantitative findings (storytelling with data), make meaningful conclusions and recommendations, identify and interpret trends and relationships
- Accurately analyze and collect data for various types of business reports and Key Performance Indicators
- Evaluate business processes, anticipate requirements, uncover areas for improvement, and develop and implement visual solutions

Qualifications:

- Minimum 5 to 8 years of related experience
- Post-secondary certificate in Business Operations or Project Management is an asset
- Advanced user of Smartsheet or other tracking software tools
- Advanced Experience with data mining, SQL fundamentals
- Comprehensive knowledge in data analytic techniques, process and design
- Comprehensive knowledge of internal auditing and controls
- Sound understanding of interconnectedness between various systems (SAP, Infor Smart Office, Salesforce, Kronos, ERP, Workday)
- Knowledge of Change Management principals

Note:

- This position is based out of our corporate head office in Edmonton
- We will also consider applicants to work out of Finning offices in Calgary and Surrey
- Permanent, full-time role
- Competitive salary, pension, and benefits
- Employee Share Purchase Plan and RRSP options
- Paid vacation
- Training opportunities to learn about Caterpillar equipment



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