Field Service Advisor

2 weeks ago

Greater Sudbury, Canada TCAT Div of Toromont Industries Ltd Full time

Toromont Cat is looking for a Field Service Advisor to join our Power Systems team This position will provide technical direction and accountability for scheduling all equipment repairs with both the internal and external teams within the service operations, while maintaining good communication with customers throughout the repair cycle as required. The Field Service Advisor will also collaborate with the Supervisor and Coordinator to ensure quotes, timelines and process flow are maintained to support accurate and timely WIP (work-in-progress) processing.

**As a Field Service Advisor, YOU will experience**:

- Working within one of the safest organizations in the industry where your safety and well-being are our most important priority
- Working for the best in class equipment dealer and with the premium Caterpillar brand
- Opportunities to continuously Learn, Grow and Develop with our Toromont team through our internal Training teams that are geared for your success
- Competitive total rewards including: wages, benefits, and premiums (as eligible)
- An opportunity for flexible work schedules and opportunities across multiple locations across Eastern Canada

**In a typical day, YOU will**:

- Demonstrate safe, environmentally sound and healthy work behaviours at all times, in support of Toromont’s Health and Safety Policies, Programs and initiatives
- Update and manage Service Scheduler in a timely and accurate manner
- Schedule both machine repairs and preventative maintenance for the Technicians
- Coordinate with Service Supervisor, MSRs and PSSRs to meet all deadlines for machine repairs
- Provide customer support for incoming calls and effective follow up during and after machine repairs
- Open and structure work orders, check for service letters, where applicable and warranty status, verify customer pay arrangements, history and codes to upload into Service Scheduler
- Collaborate with Coordinator to ensure all service reports provided by Technicians are timely and accurate
- Source parts and tools during job set-up and provide shipping instructions to the site
- Manage local purchases and review work orders for invoicing/uploading and ensure credits and parts have been processed and submitted
- Assist with Warranty and Goodwill processing including documentation requirements and no charge claims
- Maintain current information cascading to the required Service Supervisors, Product Support Manager, MSRs and PSSR
- Review and maintain WIP daily to support the invoicing process and KPIs (Key Indicator Metrics)

**Must-haves for this role**:

- Minimum post-secondary education
- Minimum 5 years experience in service operations
- Experience in a customer facing position

**About Toromont Cat**
- With over 4,000 employees and 56 locations from Manitoba to Newfoundland, Toromont Cat has a proven track record, industry knowledge, dealership infrastructure, and service mindset to ensure our Construction, Mining, and Power Generation customers succeed. At Toromont Cat, work is built around people's strengths, our products, technology and an outstanding customer experience and through our strong partnership with Caterpillar, Toromont Cat takes care of our employees who take care of our customers When you join our team, you become a member of the Toromont family. Your success is our success_

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