Job Description

Company: Finning Canada

Number of Openings: 1

Worker Type: Permanent

Position Overview: The successful applicant will support both Shared Services and Service Support teams as a subject matter expert in systems and process as it pertains to MCO Management for BC, Yukon & NWT. Sharing knowledge and experience in service process and systems management as well as mentorship and training to team members. This individual will also provide analytics for the business, and SWIP management and support leadership as required.

The successful applicant must have the ability to travel at minimum 25% of the time.

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Major Job Functions:

• Schedule and deliver training on standard service processes, day-to-day activities, tools and software programs.
• Support Development and/or Continually Improve Service Process Management Model Routines and the Service Excellence Model
• \xe2\x80\x8bProvide one on one sessions when applicable, to strengthen service knowledge.
• Develop, with support, additional reference materials to enhance and accelerate learning.
• Observe competence and share knowledge with employees including, providing recommendations for continuous improvement to leadership.
• Demonstrate best practices driving towards Service Excellence and Customer Experience
• Assess and provide recommendations on interdepartmental processes for effectiveness.
• Continued support, as required, to further service knowledge adoption.
• Collaborate on project initiatives. Communicating project progress, timelines and standards including recommendations to leadership
• Support leadership with SWIP management. This is not limited to Job review and Invoicing tasks, SWIP Meetings, escalations, stakeholder meetings, etc.
• Reporting and dashboard metrics
• Additional duties as required.

Education & Experience:

• In depth knowledge of Finning and the overall service process is required.
• High degree of Systems proficiency using M3 Infor, Cat Goodwill, Cat Warranty, Salesforce, Exchange Components, Kronos, and Star
• Previous Experience in an Advisor capacity for a Dealer
• Previous experience training & onboarding new personnel this would include assessing knowledge, develop training plans, and effectively train personnel
• Secondary Education with 3-5 years of progressive and related experience with Business Administration
• 1-2 year\xe2\x80\x99s supervisory, managerial or project management experience will be considered an asset.
• Experience with Invoicing Efficiency & Financial Key Performance Indicators
• Background of championing and implementation of continuous improvement
• Demonstrated ability to effectively motivate and lead others that may reside within the facility or in other Finning locations requiring an effective remote supervisory & leadership skill.
• Strategic Thinking Skills - strong decision making and problem-solving skills. Making decisions involving varied levels of risk and ambiguity
• Strong understanding of Service Excellence as it pertains to Maintenance Customer Order (MCO) Ownership & Management
• Organizational, Conflict, Time management skills

We are committed to diversity at Finning, to building and sustaining a diverse and inclusive workforce and as an equal opportunity employer we encourage applications from all qualified individuals. Finning does not discriminate against applicants based on genders, races, national and ethnic origins, religions, ages, sexual orientation, marital and family status, and/or mental or physical disabilities.

Finning