Technology Support Advisor - Edmonton, Canada - Finning International Inc.

Finning International Inc.

Verified Company

Edmonton, Canada

3 weeks ago

Posted by:

Sophia Lee

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Description

Company:
Finning Canada

Worker Type:
Temporary

Position Overview:

Reporting to the Technology Support Supervisor, the Technology Support will execute on the support playbook developed together with the supervisor and support team.

This role will work in conjunction with the customer, the broader Finning Technology Solutions group, Caterpillar, as well as regional branches.

Job Description:

Major Job Functions:
Technology Support
Work with the Technology Support Specialists and Technology Product Specialists to understand current services processes and leverage these to achieve customer performance targets. Processes include remote audits, monitoring the flow of work in our ticketing system, customer satisfaction follow

- up and lab room testing of equipment as required (i.e. G610 and modem software flashes)

Management of Technology Solutions Lab room assets and internal procedures
Work with the Technology Technicians to remotely support troubleshooting and verification of technology systems on equipment
Follow the process for the Technology Support Specialists to be notified of incoming service work
Working with the regional technology managers and customers to manage the signup, orientation, training and maintenance of services on multiple digital platforms (CUBIQ, DSSi, TSC system, CAT Productivity, etc.)
Customer Service
Responsible for front line customer service, ensuring users are having using uninterrupted product performance, updating ticketing systems, CRM systems and databases as required.
Responsible for communicating with Cat as it related to any issues associated with DSS, MineStar, Automation and Autonomy or Construction Technology assets and maintaining functionality. Responsible for the reporting of Support performance for CAT and Finning
Customer Reporting
Produce standard customer reports for commercial use in customer conversations.
Work with the Technology Solutions Manager and FINCA training group to develop internal service and external training plans and programs.
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 project management skills
Ability to demonstrate professional leadership, credibility and able to maintain value added relationships with customers, colleagues and leaders
Excellent critical thinking skills, can understand, identify and think through the implications and impacts of decisions within complex situations
Excellent time management, organizational skills and the ability to work in a fastpaced, high volume environment including a strong attention to detail
Collaborative, responsive and serviceoriented approach and proven ability to immediately establish credibly with customers and colleagues. Demonstrates a strong sense of urgency.
A selfstarter who is comfortable with ambiguity and able to work in an environment without clearly established boundaries
Proactive, flexible and comfortable in a fastpaced, constantly changing environment, which demands a high level of energy and commitment
Strong team player, who shares information and expertise with others to enable them to accomplish group goals, and seeks opportunities to contribute to the knowledge and success of the team
Knowledge:
Knowledge of various office programs MS Project, Excel, Word, PowerPoint
CRM experience and knowledge

Project Management Skills

Planning and Executing of Projects
Knowledge of commercial impact of decision making and demonstrates the ability to negotiate skillfully through tough situations to best advance organizational interests
Education & Experience:
Postsecondary education in Engineering, Computer Science or Business
Minimum 35 years working in technology or similar field
Knowledge of various office programs MS Project, Excel, Word, PowerPoint
CRM experience and knowledge
Strong aptitude with technology including data base and infrastructure experience
Excellent communication skills, both verbal and written with strong presentation skills
Experience in project implementation and project management
Ability to build close working relationships with the business in order to collaboratively achieve organizational results
Basic knowledge of heavy equipment, technology solutions and machine components

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, F