Component Specialist - Fort McMurray, Canada - Finning International Inc.

Finning International Inc.

Verified Company

Fort McMurray, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Company:
Finning Canada

Worker Type:
Temporary

Position Overview:

Responsible for managing major and minor component replacement process, warranty, work order management and effective customer communication and ensure compliance in Finning's service excellence process and customer service commitment.

Job Description:

Major Job Functions

Safety Leadership

Actively participate in the daily safety discussions lead by Finning and/or customer
Understanding and comprehension of all safety policies and guidelines
All safety related training is complete and current

Customer Contracts/Customer Interaction & Communication

Participate in customer lineup meeting and identify competitor component replacement activity and exchange component replacements
Participate in customer scheduling and planning meeting
Review customer maintenance schedule and verify replacements are scheduled in alignment with contractual language
Identify customer quotation requirements
Gather and review equipment history to support repair versus replace decisions
Review repair/replacement options with customer based on machine availability, contract language, etc.
Create and submit component request form for the identified transactions

Component & Exchange Process Management

Manage major component replacement process
Understand the do not repair (DNR) process by identifying DNR components and the impact by DNR status
Manage the exchange and component business
Review the service bay activity and support the management group of any identified exchange component transactions
Identify intervention opportunities and support component change out form completion
Identify requirements for site failure reports or site observation reports
Interpret failure analysis reports and recommend next steps including supporting decisions
Observe conditional core acceptance tests and verify sales level
Identify risk on minor component transactions

Accountability

Shared responsibility with onsite Service Supervisor to ensure compliance with service and complete related policies
Responsible to ensure component transactions are in compliance with existing customer specific component replacement contracts
Accountable for following Finning's customer service commitment with all customer interactions, delivering prompt, courteous and professional customer service while addressing and resolving all presented issues to the customers' satisfaction
Accountable to ensure all documented standard operating procedures are adhered to and followed consistently with each job
Ensure compliance of all component work orders with Finning's operations process
Accountable to adhere to the respective communication touch points through the component process
Accountable for understanding the customers contract and customer maintenance schedule.

Specific Skills

Demonstrated commitment to safety culture
Making decisions involving varied levels of risk and ambiguity
Adapt to change in the work environment to deal with frequent change, delays or unexpected events
Customer relationship management
Effective negotiation skills
Actions and decisions consistently in alignment with customer and Finning's best interests
Selfmotivated and ability to work with mínimal supervision
Team player
Excellent organizational, prioritization and time management skills
Excellent interpersonal, and verbal and written communication skills
Detail orientated
Ability to sell complete service offerings to customers

Education & Experience

Ticketed Heavy Equipment Technician (HET) or Parts or strong mechanical aptitude with the desire to learn to support and direct the technical questions
Prior Caterpillar product line or general line technical experience
Prior experience in customer service, Caterpillar dealership experience and/or experience in equipment, service, parts or warranty
Thorough understanding of Finning's "Component Request Application"
Ability to interpret and understand contractual language
Understanding of Finning policies and procedures (safety, HR, warranty, service process, etc.)
Understanding of key performance metrics for the role, team and department
Knowledge of exchange component sales process, quoting repair options and repair structure and job set up
Proficient in MS Office Applications, specifically Access, Excel, and Word, Lawson and internal systems
Understanding of Finning's Customer Service commitment, warranty program, service billing process and procedures, and Finning and Caterpillar warranty processes
Understanding of Finning and CAT products, parts and mechanical services
Quoting repair options and repair structure, Service Work In Progress (SWIP) management process and financial impacts
Failures analysis report interpretation required

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employe