Service Coordinator

Company:
Finning Canada

Worker Type:
Permanent

Position Overview:
The Service Support Service Coordinator is responsible for coordinating Maintenance Customer Order (MCO) administrative process including document control, internal and customer communications, Service Excellence governance / escalation, and other work order activities. This individual tracks and reports MCO progress from creation of the service request form & throughout repair execution to final review activities leading to transition of the MCO for closure.

Job Description:
Major Job Functions:
Service Planning & Initiation

- Responsible to verify and confirm information in Case for MCO creation
- Credit approval
- Service history: service letters, oil sampling, and Dealer Product Support Search (DPSS) results.
- Identify service definitions
- PSET and approvals

- Verify the service case provides clarity on MCO & work order structure (PSET integration) to align scope / budget / schedule agreed to in quote
- MCO and Work Order opening.
- Provide Repair Planner visibility to any threats or risk to Finning discovered while researching service history, nature of repair, or other factors that disclose a potential of risk to the business
- Review for Service Excellence Governance ensuring all commercial & service requirements are met prior to submitting service request
- Document Control within Case & WFE

Service Process and Project Management

- Provide support to Repair Planner and Service Supervisor (SS) during repair execution to drive MCO process management & accuracy adhering to Service Excellence operational practices & processes
- Responsible for maintaining real time system updates to Case & WFE, SWIP Tool, and M3.
- Proactively complete Salesforce SG&A forms, Warranty, and Goodwill processes as directed, through close/invoice.
- Completing MCO Adjustments during repair execution including moving parts, labour, and payers
- Escalate & create visibility of any risk during repair execution and participate as required in Key Stakeholder conversations
- Schedule PRE/ MID / POST Jobs and pre-populate meeting templates
- Participate in PRE/ MID/ POST meetings to capture action items
- Attend Scheduling Meetings to document smart action plans and update commitment dates. Also identify & communicate risks such as bid variance, rework, and threats to commitment dates as per Finning’s Customer Service Commitment
- Coordination of Transportation (RRR Network) & hotshots as required and associated documentation
- Coordinate third party contractor arrangements & associated documentation (procurement requests, MCO updates)
- Understand & coordinate site training & site access clearances for Finning Service Technicians as required

MCO Closure

- Communicate any deficiencies within MCO to the accountable positions and follow up on completion within 1 business day. (Labour, 3rd party billing, check sheets, service reports, parts returns / core credits)
- Ensure warranty claims have all required documentation to process in web tool
- Document & escalate delays to MCO closure to expedite and drive activities to close MCO
- Initiate closure documentation SG&A forms, goodwill requests, service reports, inspections, photos, failure reports
- Initiate job closure activities as per MCO review checklist ensuring that the MCO is complete and ready for proforma preparation to review and present to customer for approval
- Validate documentation is complete and of good quality as per Service Excellence Governance and escalate as required
- Work Order closing and Invoicing.

Customer Support

- Proactively communicate with internal/external stakeholders on key daily activities in support of their operational requirements.
- Support Planner and/or Controller, with coverage as required. This may include, but is not limited to responding to incoming service, warranty, customer, and production inquiries, as well as PO and approvals, in a timely and professional manner.
- Regular follow-up and communication on status of jobs to ensure velocity through the service process.
- Actively facilitate and/or participate in meetings with internal and external stakeholders, as needed

Specific Skills:

- Strong communication, stakeholder management, and project management skills.
- Excellent analytical, risk assessment, and problem-solving skills.
- Excellent attention to detail
- Excellent time management and organizational skills.
- Collaborative, responsive, and service-oriented approach.

Knowledge:

- Some technical, mechanical, parts or repair aptitude, Finning and CAT product line and processes.
- Financial acumen and understanding of Finning’s warranty process.
- Knowledge of project management techniques when it related to scope, schedule, budget, risk, communication, change management, stakeholder management
- Demonstrated knowledge and understanding of service, billing and warranty processes
- Demonstrated knowledge and understanding of Finning Customer Service