Service Coordinator

Company:

Finning Canada

Number of Openings:

1

Worker Type:

Permanent

Position Overview:

The Service Support Service Coordinator is responsible for coordinating Maintenance Customer Order (MCO) administrative process including document control, internal and customer communications, Service Excellence governance / escalation, and other work order activities. This individual tracks and reports MCO progress from creation of the service request form & throughout repair execution to final review activities leading to transition of the MCO for closure.

Job Description:

Major Job Functions:

Service Planning & Initiation

• Responsible to verify and confirm information in Case for MCO creation
  • Credit approval
  • Review & application of marketing programs
  • Service history: service letters, oil sampling, and Dealer Product Support Search (DPSS) results. 
  • Identify service definitions
  • PSET and approvals

• Verify the service case provides clarity on MCO & work order structure (PSET integration) to align scope / budget / schedule agreed to in quote
• MCO and Work Order opening.
• Provide Repair Planner visibility to any threats or risk to Finning discovered while researching service history, nature of repair, or other factors that disclose a potential of risk to the business
• Review for Service Excellence Governance ensuring all commercial & service requirements are met prior to submitting service request
• Document Control within Case & WFE

Service Process and Project Management

• Provide support to Repair Planner and Service Supervisor (SS) during repair execution to drive MCO process management & accuracy adhering to Service Excellence operational practices & processes
• Responsible for maintaining real time system updates to Case & WFE, SWIP Tool, and M3.
• Proactively complete Salesforce SG&A forms, Warranty, and Goodwill processes as directed, through close/invoice.
• Completing MCO Adjustments during repair execution including moving parts, labour, and payers
• Escalate & create visibility of any risk during repair execution and participate as required in Key Stakeholder conversations 
• Schedule PRE/ MID / POST Jobs and pre-populate meeting templates
• Participate in PRE/ MID/ POST meetings to capture action items
• Attend Scheduling Meetings to document smart action plans and update commitment dates. Also identify & communicate risks such as bid variance, rework, and threats to commitment dates as per Finning’s Customer Service Commitment
• Coordination of Transportation (RRR Network) & hotshots as required and associated documentation
• Coordinate third party contractor arrangements & associated documentation (procurement requests, MCO updates)
• Understand & coordinate site training & site access clearances for Finning Service Technicians as required

MCO Closure

• Communicate any deficiencies within MCO to the accountable positions and follow up on completion within 1 business day. (Labour, 3rd party billing, check sheets, service reports, parts returns / core credits)
• Ensure warranty claims have all required documentation to process in web tool
• Document & escalate delays to MCO closure to expedite and drive activities to close MCO
• Initiate closure documentation SG&A forms, goodwill requests, service reports, inspections, photos, failure reports
• Initiate job closure activities as per MCO review checklist ensuring that the MCO is complete and ready for proforma preparation to review and present to customer for approval
• Validate documentation is complete and of good quality as per Service Excellence Governance and escalate as required  
• Work Order closing and Invoicing.

Customer Support

• Proactively communicate with internal/external stakeholders on key daily activities in support of their operational requirements.
• Support Planner and/or Controller, with coverage as required. This may include, but is not limited to responding to incoming service, warranty, customer, and production inquiries, as well as PO and approvals, in a timely and professional manner.
• Regular follow-up and communication on status of jobs to ensure velocity through the service process.
• Actively facilitate and/or participate in meetings with internal and external stakeholders, as needed

Specific Skills:

• Strong communication, stakeholder management, and project management skills.
• Excellent analytical, risk assessment, and problem-solving skills.
• Excellent attention to detail
• Excellent time management and organizational skills.
• Collaborative, responsive, and service-oriented approach.
• High proficiency in Microsoft applications, Salesforce and other relevant software.

Knowledge:

• Some technical, mechanical, parts or repair aptitude, Finning and CAT product line and processes.
• Financial acumen and understanding of Finning’s warranty process.
• Knowledge of project management techniques when it related to scope, schedule, budget, risk, communication, change management, stakeholder management
• Demonstrated knowledge and understanding of service, billing and warranty processes
• Demonstrated knowledge and understanding of Finning Customer Service Commitment and Service Excellence

Accountability:

• Invoicing Efficiency Key Performance Indicators:
  • Service Work in Progress Thresholds (SWIP)
  • Document Control within Case & WFE – history & audit trail
  • Days to Bill (DTB)
  • Warranty Days To Bill (WDTB)
  • Service Profitability to Annual Operating Plan (AOP)
• Accuracy within Case & WFE and Service Work Tool (SWT)
• Adherence to Service Excellence Operational practices
• Participation in SWIP / Scheduling Meetings / PRE – MID – POST Jobs

Education & Experience:

• Secondary education with a focus on administrative management, business management, or accounting/financial training
• 2-4 years of work experience in dealership, project management, coordination roles in construction, oilfield, forestry, marine, or field/shop coordination roles.

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.