Non-Ticketed Customer Service Advisor
Finning Canada
Edmonton, AB
Responsible for managing service process, focusing on safety, work order management and effective customer communication while ensuring compliance in Finning’s Service Operational Excellence Process and Customer Service Commitment.

Job Description:Major Job Functions:
Accountable for follow Finning’s Customer Service Commitment with all customer interactions, delivering prompt, courteous and professional customer service and addressing and resolving all presented issues to customer’s satisfaction
Ensure that all requested service work is done safely and with the appropriate tools, and that hazardous and potentially hazardous situations are identified
Accountable for all documented standard operating procedures are being adhered to and followed consistently with each job
Compliance of all service work orders with Finning’s Service Operations Process
Accountable for correct, legible and quality service reports and completed proper work orders and operations.
Accountable for accurate and timely billing for internal, external and warranty jobs
Adhering/compiling to the respective communication touch points through the service process (ie customer, PSSRs, etc.)

Safety Leadership:
Understanding and practice of NSC where required
Identify hazardous or hazardous situations and take appropriate action with ensure employee safety utilizing the JHA process
Understanding and comprehension of all safety policies and guidelines
All safety related training is complete and current

Customer Interaction/Communication:
Manage customer interactions by responding to coming service, warranty and customer inquiries telephone calls, informing customers of repairs, service reports and estimated time of completion of job in compliance with Finning’s Customer Service Commitment.
Respond and manage all incoming service, warranty and customer inquiries
Responsible to ensure compliance with service related policies (WO signing, travel, etc.)
Advises customer on additional options/repairs
Provide estimate completion date based on identified scope of work and communicate guaranteed completion date
Responsible for the decision making whether to troubleshoot repair in shop or field
Finalize and document all information on the customer interview form

Service Process Management:
Manage service work orders and job files in compliance with Service Operational Excellence process and procedures, including managing Service Work in Progress (SWIP), creating, maintaining and archiving service work orders and job files.
Establishes scope of work for the job and compile machine information, warranty, CAT, machine history, product improvement program (PIP) and Product Support Programs (PSP) letters and all technical information required for the job binder
Requests and receives purchase orders (PO)
Determine goodwill and warranty requirements and present findings to Customer Service Supervisor

Specific Skills & Knowledge:
Quality – Shop or field NPS, Variance, Quote Accuracy
Velocity – Aged SWIP%, Days to bill, Average age of warranty submissions, Service letter completion
Cost – Service Revenue
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 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
Finning and CAT products, parts and mechanical services, and Sitech technology
Quoting repair options and repair structure, Service Work In Progress (SWIP) management process and financial impacts, mechanical aptitude and up selling
Understanding of work task safety requirements and risks

Education & Experience:
A mechanical aptitude with the desire to learn to support and direct the technical questions
Prior Caterpillar product line, General Line technical and/or Power Systems technical experience
Prior experience in customer service, Caterpillar dealership experience and/or experience in equipment, service, parts or warranty

Note:
This role is located at our OCS location, supporting the Oil Sands team

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.