What You'll Do

Customer Service & Relationship Management

• Act as the primary point of contact for customers throughout the repair process.
• Gather machine and repair information to develop accurate scopes of work.
• Prepare estimates and quotes for repairs, rebuilds, and maintenance work.
• Manage customer cases, service requests, and warranty repairs.
• Provide regular updates on repair status, timelines, and completion dates.
• Present repair recommendations and alternative solutions to customers.
• Follow up after repairs to ensure customer satisfaction.
• Manage changes to scope, budget, and scheduling requirements.

Planning & Project Coordination

• Develop detailed repair plans, timelines, and work breakdown structures.
• Research machine history, warranty coverage, service letters, and technical information to support repair recommendations.
• Coordinate with service supervisors and technicians to ensure work is completed efficiently and safely.
• Participate in pre-job, mid-job, and post-job review meetings.
• Track repair progress and proactively address issues that may impact delivery timelines.
• Identify lessons learned and continuous improvement opportunities following project completion.
• Communicate backlog, priorities, and project status to internal and external stakeholders.
• Support the successful movement and tracking of equipment and components throughout the Finning network.

Collaboration

• Partner with Service, Product Support, Sales, Warranty, and Administrative teams to ensure seamless execution of customer work.
• Represent the voice of the customer throughout the repair process.
• Support strong communication across all stakeholders to drive successful job outcomes.

What We're Looking For

Required Qualifications

• 5 to 8 years of experience in technical service, parts, warranty, equipment repair, or a related industry.
• Strong customer service and relationship management skills.
• Mechanical aptitude and understanding of heavy equipment repair processes.
• Experience preparing estimates, quotes, work scopes, or repair plans.
• Strong organizational, project coordination, and time management skills.
• Excellent communication, negotiation, and problem-solving abilities.
• Proficiency with Microsoft Office and business software applications.

Preferred Qualifications

• Previous experience working with Caterpillar equipment, engines, or related heavy equipment.
• Understanding of warranty, service, billing, and repair processes.
• Project management training or experience.
• Blue Seal Certification is considered an asset.
• PMP designation is considered an asset.

What Success Looks Like

• Building strong, trusted customer relationships.
• Delivering accurate estimates and repair plans.
• Keeping repair projects on schedule and within scope.
• Collaborating effectively across multiple teams and stakeholders.
• Providing a high level of customer service while driving operational results.

Why Finning?

At Finning, you'll join an industry leader that invests in its people, supports career growth, and values safety, collaboration, and innovation. You'll have the opportunity to work with talented teams, world-class equipment, and customers who rely on us to keep their operations running.

If you enjoy building relationships, coordinating complex repair projects, and delivering exceptional customer service, we'd like to hear from you.