Service Coordinator

Overview

Coordinates maintenance service orders, documentation, risk, and closure.

Key Responsibilities

• document control
• job scheduling
• warranty claims
• system updates
• risk escalation
• stakeholder communication

Tasks

-Document Control within Case & WFE -Coordination of Transportation (RRR Network) & hotshots as required and associated documentation -Communicate any deficiencies within MCO to the accountable positions and follow up on completion within 1 business day. (Labour, 3rd party billing, check sheets, service reports, parts returns / core credits) -Provide Repair Planner visibility to any threats or risk to Finning discovered while researching service history, nature of repair, or other factors that disclose a potential of risk to the business -Ensure warranty claims have all required documentation to process in web tool -Document Control within Case & WFE – history & audit trail -Provide support to Repair Planner and Service Supervisor (SS) during repair execution to drive MCO process management & accuracy adhering to Service Excellence operational practices & processes -Schedule PRE/ MID / POST Jobs and pre-populate meeting templates -Participate in PRE/ MID/ POST meetings to capture action items -Coordinate third party contractor arrangements & associated documentation (procurement requests, MCO updates) -Actively facilitate and/or participate in meetings with internal and external stakeholders, as needed -Document & escalate delays to MCO closure to expedite and drive activities to close MCO -Responsible for maintaining real time system updates to Case & WFE, SWIP Tool, and M3. -Responsible to verify and confirm information in Case for MCO creation -Initiate closure documentation SG&A forms, goodwill requests, service reports, inspections, photos, failure reports -Identify service definitions -Escalate & create visibility of any risk during repair execution and participate as required in Key Stakeholder conversations -Review for Service Excellence Governance ensuring all commercial & service requirements are met prior to submitting service request -Participation in SWIP / Scheduling Meetings / PRE – MID – POST Jobs -Attend Scheduling Meetings to document smart action plans and update commitment dates. Also identify & communicate risks such as bid variance, rework, and threats to commitment dates as per Finning’s Customer Service Commitment -Regular follow-up and communication on status of jobs to ensure velocity through the service process. -Proactively complete Salesforce SG&A forms, Warranty, and Goodwill processes as directed, through close/invoice. -Support Planner and/or Controller, with coverage as required. This may include, but is not limited to responding to incoming service, warranty, customer, and production inquiries, as well as PO and approvals, in a timely and professional manner. -Proactively communicate with internal/external stakeholders on key daily activities in support of their operational requirements. -Initiate job closure activities as per MCO review checklist ensuring that the MCO is complete and ready for proforma preparation to review and present to customer for approval -Review & application of marketing programs -Understand & coordinate site training & site access clearances for Finning Service Technicians as required -Verify the service case provides clarity on MCO & work order structure (PSET integration) to align scope / budget / schedule agreed to in quote -Completing MCO Adjustments during repair execution including moving parts, labour, and payers

Requirements

• microsoft
• salesforce
• secondary education
• 2-4 years
• problem solving
• project management

What You Bring

-MCO and Work Order opening. -Excellent analytical, risk assessment, and problem-solving skills. -Accuracy within Case & WFE and Service Work Tool (SWT) -Service Work in Progress Thresholds (SWIP) -PSET and approvals -High proficiency in Microsoft applications, Salesforce and other relevant software. -Days to Bill (DTB) -Financial acumen and understanding of Finning’s warranty process. -Credit approval -Adherence to Service Excellence Operational practices -Secondary education with a focus on administrative management, business management, or accounting/financial training -Validate documentation is complete and of good quality as per Service Excellence Governance and escalate as required -Excellent attention to detail -Excellent time management and organizational skills. -2-4 years of work experience in dealership, project management, coordination roles in construction, oilfield, forestry, marine, or field/shop coordination roles. -Strong communication, stakeholder management, and project management skills. -Knowledge of project management techniques when it related to scope, schedule, budget, risk, communication, change management, stakeholder management -Warranty Days To Bill (WDTB) -Demonstrated knowledge and understanding of service, billing and warranty processes -Demonstrated knowledge and understanding of Finning Customer Service Commitment and Service Excellence -Some technical, mechanical, parts or repair aptitude, Finning and CAT product line and processes.

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About Finning

-has a rich history rooted in providing essential equipment and services to industries like construction, mining, and energy. -operates in key global markets including Canada, South America, and the UK. -specializes in providing solutions for heavy industries, delivering construction, mining, and energy services across vast sectors. -plays a crucial role in powering large-scale infrastructure projects and driving resource development. -offers parts, maintenance, and innovative technological solutions to clients worldwide. -has supported some of the largest and most ambitious projects globally. -has made significant strides in advancing digital technologies and remote monitoring solutions to enhance equipment performance and customer satisfaction.

Sector Specialisms