Service Advisor

Company:
O.E.M. Remanufacturing Company Inc.

Worker Type:
Permanent

Position Overview:
Reporting to the Customer Service Supervisor at OEM Remanufacturing, the Standard Service Advisor is the primary contact for specific Finning Canada customer groups to support the customer’s remanufacturing requirements.

The Service Advisor is responsible for managing remanufacturing jobs within OEM to effectively support Finning’s requirements, including understanding the customer’s repair and timeline requirements, recommending repair options, and communicating status updates in a timely manner.

**Job Description**:

- Collect, review and analyze all incoming cores and supporting documentation and identify incomplete or inconsistent information. All discrepancies must be resolved directly with the branch to ensure informational accuracy and integrity, as well as a regular flow of jobs into OEM’s production system
- Proactively communicate with the branches on daily activities in support of their operational requirements as well as provide a timely response to all inquiries. The Service Advisor is the primary contact to the branch on individual jobs and therefore it is critical that the customer interface is managed with the utmost priority
- Provide support in the quotation process including working directly with Production and the Service Biller to ensure the quote will meet the customer’s requirements. It is the Service Advisor’s responsibility to identify possible issues with the quote and seek additional information in getting any issues corrected. Additional communication with the branch will be required in certain instances to alleviate branch concern. The Service Advisor must also support and answer any questions the branch may have with regard to the QIF Process through OEM Exchanger
- Review all work order accruals and follow up with the branch to ensure timely PO submission into OEM Exchanger. Any problematic or significantly aged accruals must be escalated to the Customer Service Supervisor
- Work with Planning and the Branch to schedule Customer Viewings, where requested. Act as main point of contact for the Customer(s) upon arrival at OEM, and facilitate seamless hand-off to Technical Services on the Production floor.
- Conduct on-site tours of OEM with Finning branch personnel and their customers, as required
- Align daily activities in accordance with established performance metrics to ensure all targets are achieved
- Assist the Customer Service Supervisor in development of programs and processes aimed at continually improving OEM’s ability to properly service the Finning branches as well as streamlining internal OEM activities
- Active participation in the weekly Customer Service meetings

Qualifications:

- 3+ years’ work experience in an operations/manufacturing environment, or customer service role
- History of providing superior customer service with a strong customer focus
- Enthusiastic approach to resolution of customer issues
- Excellent interpersonal skills
- Demonstrated analytic, written, and oral communications skills
- Strong organizational and time-management skills
- Working knowledge of Microsoft Word, Excel, and Outloook

Note:

- This position will be available for remote work from home (pending successful competition of training in office)
- 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

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.