Technical Services Manager

Company:
Finning Canada

Number of Openings:
1

Worker Type:
Permanent

Position Overview:
Provide first line leadership/supervision to the Technical Communicators while supporting the products Finning sells and services through a defined problem resolution process. Responsible to collaborate with the Director of Technical Services to develop an overall strategy for Technical Communicator team. This includes the roles and responsibilities, the relationship and communication with Caterpillar and the delivery of solutions to the customer both internal and external and also continue to provide Technical Assistance in the TC role as required.

**Job Description**:
Major Job Functions:

- Responsible for the day to day leadership of staff, including recruitment and selection, orientation, coaching and mentoring, performance feedback, and supporting growth and development opportunities.
- Develop, maintain and manage business plan objectives, budgeting and department targets. Continuously improve current and future process related to the team
- Work to maintain and improve the process for escalation of product problem management to provide solutions to our customers both external and internal, including data collection and reporting
- Work with leadership to develop the long term solutions for product problem management Consult, advise and support Caterpillar on projects in regards to the development of programs to enhance capabilities of technical communication to support Finning product lines
- Develop and maintain relationships with internal and external customers.
- At a minimum, visit 2 customer sites that are experiencing quality/reliability with their machines/fleet along with either Customer Service Management, Branch Manager, Account Manager or Caterpillar Service Rep per quarter
- Be accountable to develop the machine problem resolution plan with details including responsibilities and accountabilities until complete
- Using the top commercial issue list as a guide, ensure that repetitive product problems have formal financial support from Caterpillar in the form of formal or regional service letters. Meet with Caterpillar on a bi-monthly basis to drive formal product support where there are gaps Report bi-monthly to leadership on this metric
- Provide solutions to internal and external customers in the TC role
- Develop and maintain the model for Technical Communication focusing on the responsibility of the branch and the TC Group in providing solutions for our customers
- Direct and be accountable for the Quality & Quantity of work performed daily by the Technical Support team on a tactical and innovative basis
- Enhance communication with the service and marketing departments to ensure understanding of role and capabilities of the Technical Support department
- Maintain relationships with Caterpillar to facilitate the operations of the departments
- Maintain and own product problem management activities both within Technical Services and the Facilities
- Build and maintain business plan objectives, budgeting and department targets and ensure both financial and tactical KPI’s are achieved
- Responsible for the product problem management for approx. 150 Caterpillar product models.
- Represent the company in a professional and ethical manner and maintain effective relationships with internal departments and staff while maintaining confidentiality
- Responsible for the effective human resources management of staff and to foster an effective work environment which successfully contributes the achievement of the business goals and objectives for Finning (Canada) and the work unit

Specific Skills & Knowledge:

- Excellent verbal and written communication and presentation skills.
- Strong attention to detail
- Leadership, motivational and mentorship skills
- Strong negotiation skills
- Superior mechanical aptitude coupled with exceptional troubleshooting ability
- Time management, prioritization and independent problem solving
- Team player with the ability to work with employees and business leaders at all levels throughout the organization
- Strategic and visionary mindset to ensure continuous improvement
- Solid understanding of customer service
- Intimate knowledge or minimum of 5 years’ experience with the repair and maintenance of General Line, Forestry & Building Construction Product Heavy Equipment (Caterpillar preferred).
- Understanding of relationship between product health and commercial impact
- Strong knowledge in Caterpillar engine and electronic systems operation and design
- Understands and adheres to Finning policies and procedures, including safety

Education & Experience:

- Minimum of 4 years in a leadership role, with direct reports
- Journeyman Heavy Duty Technician or Millwright trade an asset
- Minimum of 5 years’ experience with the repair and maintenance of General Line, Forestry & Building Construction Product Heavy Equipment (Caterpillar preferred).