Service Support Representative

Company:
Finning Canada

Number of Openings:
1

Worker Type:
Permanent

Position Overview:
The Service Support Representative is a key member of the Customer Support Operations team responsible for the strategic customer management, repair scope development, quoting, and project management of technical repairs and service in both the shop and field. Reporting to the Customer Service Manager, the role is accountable for ensuring that service and repairs are provided in the most cost effective and efficient manner, while ensuring a strong customer experience.

This role will ensure that the repairs and maintenance are estimated and/or quoted as required and managed effectively. That the work scope for service requests is developed and the service team is effectively informed of the requirements. This role will work collaboratively with the Service team executing the repairs while owning the overall customer experience, ensuring compliance with Finning’s Service Excellence process and Customer Service Commitment.

**Job Description**:
Major Job Functions:
Manage Customer Support Relationship
- Provide advice and guidance on customer service requests to ensure issues are addressed both in the short and long term
- Research, develop and provide estimated completion date based on identified scope of work, parts availability, contractor performance and customer need, and communicate guaranteed completion date. Recommend and provide alternate solutions or options to the customer, by utilizing a defined value proposition
- Manage all customer service and warranty repairs - deliver on the Customer Service Commitment
- Presenting the customer with initial estimates and final quotes for repairs
- Negotiating with the customer regarding the scope of repair including any upsell opportunities
- Inform customers of repair status throughout repair progression
- After repair follow up to ensure customer satisfaction
- Change Management over the job’s life cycle including changes to scope, budget, and schedule and communications to the customer’s outlining change impact and their acceptance of adjustments to cost and schedule
- Responsible to ensure compliance with service-related policies (WO signing, travel, etc.)

Service Process and Project Management
- Research, develop and establish the scope of work for the service request and compile machine information, warranty, Caterpillar, machine history and service letters, finalize and document all information for customer approval
- Understand customer risk thresholds and tolerances and provide appropriate recommendations when managing Finning’s warranty exposure in each of the recommendations
- Develop and deliver detailed work breakdown structure, with defined tasks, resource requirements and schedule
- Develop a communication plan to ensure a clear understanding of service requests, timelines and deliverables, incorporating all key stakeholders
- Engage with service supervisors to participate in pre, mid and post job meetings as well as daily scheduling / planning meetings with key stakeholders
- Deliver the voice of the customer internally
- Understand what actions are required if repair is off track in order to get back on track
- Ability to uncover, understand and build action plans for lessons learned, with service supervisor once post job is completed
- Establish and support recommendations for technical justification of goodwill and collaborate with account team to understand the commercial justification of goodwill in alignment with the goodwill philosophy. Finalize and document all information on the customer interview form
- Track, manage, and communicate backlog to both internal and external stakeholders in a constructive, confidence building delivery (solutions orientated)
- Complete the customer support operation sections of the work order closing check sheet to ensure effective transition of completed repairs to the work order management team.
- Collaborate with peers and stakeholders throughout the Finning Network (R, RR & RRR) to ensure effective movement, scope validation and progress tracking of components/equipment in the network aligned to the governance model

Internal Communication/Collaboration
- Work collaboratively and communicate proactively with Product Support, Equipment Sales, Service and Administrative teams to ensure that all customer and service elements are understood and completed in a timely manner, ensuring a strong customer experience

Specific Skills:

- 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
- Strong internal and external stakeholder management skills to ensure effective communication, change & risk management and customer experience
- Strong project management skills, with the ability to develop the sequence of repair milestones and timelines, and translate into specific tasks
- Excellen