Customer Services Coordinator

**Career Area**:
Product Support

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**About SPM Oil & Gas**

SPM Oil & Gas, a Caterpillar company, provides superior products and service solutions to make our customers more efficient and lower total cost of ownership. Globally, we deliver engineered oilfield and drilling equipment repair and certification, mechanical and rotating equipment repairs and upgrades, rapid prototyping of spare parts, robust asset management, operation and maintenance and field engineering services. We offer a wide range of career opportunities across a variety of technical and business roles in engineering and service locations worldwide. Join our team and help build engineering solutions that change the industry.

**About the role**:
**SPM Oil & Gas **currently has an opening for a **Customer Services Coordinator - Rotating Equipment **located in Edmonton, Alberta. This position works in our Rotating Equipment business, acting as a liaison between customers, sales and operations by providing exceptional product and service information as well as resolving any emerging problems that our customer accounts might face.

**What you will do**:

- Work with the operations team to develop detailed work scopes to repair customers' rotating equipment.
- Provide problem-solving skills in the repair of and life extension of all rotating equipment.
- Work with shop trades to determine an appropriate course of action for effective engineering solutions on all rotating equipment repairs.
- Act as a liaison between SPM Oil and Gas and our customers that have equipment in the shop for repairs.
- Prepare quotes for customers, scopes of work for shop personnel to follow and final reports for customers when required.
- Plan workflow for your projects to ensure on-time delivery. Engage in hands-on work with shop trades to determine the course of action for the best possible repair/rebuild of customers' equipment.

**What you have**:
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability to leverage that information in creating customized customer solutions
- Focuses activities on developing and maintaining positive customer relationships.
- Discusses general differences between internally and externally focused organizations.
- Cites the cost and benefits of good versus poor customer service. Explains why customer satisfaction is important to successful product/service delivery.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Level Basic Understanding:

- Describes alternative data-gathering techniques and tools.
- Documents basic data-gathering methodologies.
- Identifies the purposes of data gathering and analysis.
- Identifies key objectives in gathering and analyzing data

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Level Basic Understanding:

- Cites personal experiences of receiving excellent customer service.
- Describes examples of poor, mediocre, and excellent service.
- Explains how managing customer perceptions and expectations enhances customer service. Describes several important business benefits of providing high-quality service.

Level Basic Understanding:

- Describes non-verbal behaviors that influence the interpretation of the message.
- Cites examples of effective and ineffective communications.
- Explains the importance of effective business communication. Speaks/writes using correct language, mechanics, and gestures.

Level Basic Understanding:

- Explains the value of a disciplined approach to problem-solving.
- Describes problem reporting and escalation practices.
- Utilizes accepted procedures for problem analysis and resolution. Identifies key aspects of problem-solving techniques used in own area.

Relationship Management: Knowledge of relationship management techniques; ability to est