Service Advisor - OEM

Proactively communicate with the branches on daily activities in support of their operational requirements as well as provide a timely response to all inquiries. The Service Advisor is the primary contact to the branch on individual jobs and therefore it is critical that the customer interface is managed with the utmost priority

Provide support in the quotation process including working directly with Production and the Service Biller to ensure the quote will meet the customer’s requirements. It is the Service Advisor’s responsibility to identify possible issues with the quote and seek additional information in getting any issues corrected. Additional communication with the branch will be required in certain instances to alleviate branch concern. The Service Advisor must also support and answer any questions the branch may have with regard to the QIF Process through OEM Exchanger

Review all work order accruals and follow up with the branch to ensure timely PO submission into OEM Exchanger. Any problematic or significantly aged accruals must be escalated to the Customer Service Supervisor

Work with Planning and the Branch to schedule Customer Viewings, where requested. Act as main point of contact for the Customer(s) upon arrival at OEM, and facilitate seamless hand-off to Technical Services on the Production floor.

Conduct on-site tours of OEM with Finning branch personnel and their customers, as required

Align daily activities in accordance with established performance metrics to ensure all targets are achieved

Assist the Customer Service Supervisor in development of programs and processes aimed at continually improving OEM’s ability to properly service the Finning branches as well as streamlining internal OEM activities

Active participation in the weekly Customer Service meetings and monthly Safety meetings

Qualifications:

3+ years’ work experience in an operations/manufacturing environment, or customer service role

History of providing superior customer service with a strong customer focus

Enthusiastic approach to resolution of customer issues

Excellent interpersonal skills

Demonstrated analytic, written, and oral communications skills

Strong organizational and time-management skills

Working knowledge of Microsoft Word, Excel, and Outlook

Note:

Permanent, full-time role

Competitive salary, pension, and benefits

Employee Share Purchase Plan and RRSP options

Paid vacation

Training opportunities to learn about Caterpillar equipment

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.