What You'll Do

Customer Relationship Management

• Act as the primary contact for customers regarding repair and rebuild projects.
• Gather and assess customer requirements to establish accurate scopes of work.
• Develop detailed estimates and quotations for repairs and maintenance work.
• Provide recommendations, troubleshoot issues, and identify service solutions.
• Communicate repair status, timelines, and project updates throughout the service process.
• Manage warranty repairs and customer service concerns.
• Review and present final estimates and invoices with customers.
• Ensure customer satisfaction through proactive follow-up and relationship management.

Planning & Project Coordination

• Research machine history, warranty coverage, service records, and technical requirements to develop complete repair plans.
• Create detailed work scopes, resource plans, schedules, and repair milestones.
• Coordinate with Service Supervisors and technicians to ensure work is planned and executed efficiently.
• Participate in planning, scheduling, and project review meetings.
• Monitor project progress, identify risks, and implement solutions to keep repairs on track.
• Manage scope, schedule, and budget changes while maintaining customer confidence.
• Track repair backlog and communicate priorities to internal and external stakeholders.
• Support continuous improvement by identifying lessons learned and process enhancements.

Cross-Functional Collaboration

• Partner with Service, Parts, Product Support, Sales, Warranty, and Administrative teams to ensure successful project delivery.
• Represent the voice of the customer throughout the repair process.
• Coordinate with teams across the Finning network to support equipment and component repairs.

What We're Looking For

Required Qualifications

• 5-8 years of experience in technical service, parts, warranty, repair, or heavy equipment operations.
• Strong customer relationship management and communication skills.
• Mechanical aptitude and the ability to understand technical repair requirements.
• Experience preparing estimates, quotations, or service-related work scopes.
• Strong organizational, project coordination, and time management skills.
• Ability to analyze problems, assess risk, and develop practical solutions.
• Proficiency with Microsoft Office applications and business systems.

Assets

• Experience working with Caterpillar equipment, engines, or components.
• Knowledge of warranty administration and service processes.
• Project management training or certification (PMP).
• Blue Seal Certification.
• Experience with Salesforce or similar CRM systems.

Success in This Role

You'll thrive in this position if you:

• Build strong relationships with customers and internal stakeholders.
• Take ownership of projects and deliver on commitments.
• Communicate clearly and confidently.
• Balance customer needs with operational and financial considerations.
• Work collaboratively to achieve the best outcomes for customers and the business.

Why Join Finning?

• Work for the world's largest Caterpillar dealer.
• Be part of a collaborative and safety-focused team.
• Support some of the industry's most critical equipment and repair projects.
• Opportunities for career growth and development.
• Competitive compensation and benefits package.

If you're passionate about customer service, project coordination, and heavy equipment repair planning, we'd love to hear from you. Apply today and help keep our customers operating at their best.