Technology Support Specialist I

Company:
Finning Canada

Number of Openings:
2

Worker Type:
Permanent

Position Overview:
Reporting to the Technology Support Team Lead, the Technology Specialist I will provide expertise and ongoing technical support to assist the support team and customers on the use and operation of Caterpillar® Mining and Construction software and hardware technologies.

This role will be primarily based out of our Head Office branch in Edmonton, Alberta on a hybrid work schedule with requirements to be dispatched to our sites across Western Canada (Saskatchewan, Alberta, British Columbia and the Northwest Territories). On-call schedule will be required. Shift work and travel to site at 50% or more of working hours may be required as projects schedule dictates.

**Job Description**:
Key Responsibilities

Customer Interaction/Technology Support 50%
- Customer Technical Support for both Minestar® and Caterpillar suite of products.
- Assist Support Specialists with implementation activities for both Minestar® and Caterpillar suite of products.
- Address incoming customer requests for technical assistance via telephone and in person.
- Provide on-site technical support as required
- Identify and troubleshoot product issues and take appropriate actions to repair and resolve issues in a cost-effective way, to minimize customer downtime. This may include, but not be limited to, making recommendations to customers for corrective actions.
- Reports back on product failure trends and serviceability issues.

Project Execution & Administration 25%
- Execute projects as directed to help develop customer requirements and develop customer processes to work efficiently with the systems.
- Manage projects and communication with customer to deliver upgrades, calibrations and troubleshooting as promised
- Inventory and tooling management: Maintain and track all Minestar® and/or Caterpillar technology inventory and tooling stored at the Edmonton Lab Room that may be used for internal training or diagnosis of customer technology parts
- Assist and provide support for technology projects as dictated by Team Lead.
- Complete lessons learned as directed

Tracking and Documentation 25%
- Complete documentation as required for support handover activities.
- Update and create documentation as required by customers for the MineStar® and Caterpillar technology systems.
- Develop best practices and documentation to support the Operations, Maintenance and Reliability of the Equipment and MineStar® and Caterpillar technology systems.

Competencies
- Customer Focus: Being successful means continuously paying attention to customer needs and adapting as these evolve. This heightens the importance of building strong customer relationships and delivering customer centric solutions.
- Cultivates Innovation: Paying attention to what customers want and need - new and improved products, services, solutions, and experiences. Taking initiative and collaborating with people who have diverse points of view. Embrace the mindset you and Finning are never done, never satisfied, never standing still.
- Drives Results: Infusing the team and organizations with a sense of urgency. Creating a culture where organizational performance is always top of mind. Communicating a vision, setting priorities, developing and executing plans that achieve the desired outcome for Finning.
- Courage: Being comfortable with the conflict that is inherent to being a champion of an idea or course of action. Meeting tough situations head-on to constructively resolve them. Saying what needs to be said at the right time, to the right person, in the right manner to effect change.

Knowledge & Skills
- Strong acumen in both mining and construction, and the understanding of maintenance and operations equipment
- Knowledge in Mining Equipment Technology systems and Construction Equipment Technology systems
- Knowledge of various office programs MS Project, Excel, Word, PowerPoint
- Project Management Skills - Planning and Executing of Projects
- Knowledge of commercial impact of decision making and demonstrates the ability to negotiate skillfully through tough situations to best advance organizational interests
- 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
- Excellent analytical, risk assessment and problem-solving skills, which include quickly identifying core issues and making effective decisions
- Strong presentation skills, with the ability to present relevant and concise information. Ability to flex and be agile based on the audience
- 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 managemen