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Key skills for this role
Serve as the primary contact for customer repair and rebuild requests.
Gather information and establish accurate scopes of work for service cases.
Develop estimates and customer quotations for repairs and maintenance activities.
Provide technical guidance and support to customers regarding service requirements.
Communicate repair progress, timelines, and completion expectations.
Manage customer service and warranty repair requests.
Ensure customers are informed throughout the repair process and follow up after completion to confirm satisfaction.
Manage changes to scope, budgets, and schedules while maintaining strong customer relationships.
Research machine history, warranty coverage, service information, and technical documentation to develop comprehensive repair plans.
Build detailed work breakdown structures, schedules, resource plans, and repair timelines.
Coordinate with service supervisors and technicians to ensure work is planned and executed effectively.
Participate in pre-job, mid-job, post-job, and daily scheduling meetings.
Identify project risks and develop solutions to keep repairs on track.
Support warranty and goodwill recommendations through technical justification and documentation.
Track and communicate repair backlog and project progress to internal and external stakeholders.
Complete service documentation and support effective work order closeout processes.
Collaborate across the broader service network to manage equipment and component movement, scope validation, and progress tracking.
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Work closely with Product Support, Equipment Sales, Service, Warranty, Parts, and Administrative teams.
Ensure all customer requirements and service deliverables are aligned and executed efficiently.
Champion the voice of the customer throughout the repair process.
Successful candidates will demonstrate:
A strong customer-first mindset
Innovation and continuous improvement thinking
The ability to drive results in a fast-paced environment
Confidence in making decisions and managing challenging situations
Strong analytical, negotiation, and risk assessment capabilities
A collaborative and service-oriented approach
This is an opportunity to work with a team that values safety, customer success, operational excellence, and continuous improvement. You'll play a key role in delivering world-class repair and rebuild solutions while building strong relationships with customers and internal stakeholders.
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.
World's largest Caterpillar equipment dealer and services provider.
Visit company websiteJobs and hiring trendsFull-time
Senior · 5+ years experience
Onsite
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