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Service Support Advisor - Temporary

Finning International

Finning International

Customer Service
prince george, bc, canada
Posted on Thursday, February 8, 2024

Company:

Finning Canada

Number of Openings:

1

Worker Type:

Temporary

Position Overview:

Finning is actively recruiting for a Temporary Service Support Advisor to become an integral part of our vibrant team in Prince George. As a pivotal member of the Customer Support Operations team, the Service Support Advisor plays a crucial role in delivering exceptional support to both internal and external customers. This position involves coordinating the execution and administration of Maintenance Customer Orders, contributing significantly to the seamless operation of our services. Join us in providing outstanding service to our valued customers!

As the Service Support Advisor, you will be responsible for: opening work orders; recommending repair options, providing estimates and quotations, obtaining PO’s; and investigating and responding to all incoming inquiries in a timely and professional manner. You will also work with Aftermarket and Sales Teams to ensure the proper prioritization and timely processing of all job functions.

We are looking for individuals who actively seek opportunities for improvement and consistently strive to exceed customer requirements and expectations.

We look forward to you joining our team!

For this position, the expected hourly rate is between $33.33 - $41.03/ Hourly. This range reflects our commitment to providing competitive compensation that aligns with industry standards and your qualifications.

Please note that the actual salary offer will be based on a candidate’s experience, qualifications, and fit for the role. We are dedicated to fostering an inclusive and equitable work environment, and this salary range is designed to support that commitment.

Job Description:

Major Job Functions:

  • Proactively communicate with both internal and external stakeholders on key activities in support of their operational requirements.

  • Investigate and respond to all incoming service, warranty, customer, and production inquiries

  • Participate in meetings with internal and external stakeholders

  • Regular follow-up and communication of job status

  • Verify that Service Request provides clarity on Customer Orders & work order structure to align scope / budget / schedule agreed to in quote

  • Provide 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

  • Provide all communication & documentation for filing in job binders

  • Provide support to Service Supervisor, adhering to Service Excellence operational practices & processes

  • Escalate & create visibility of any risk during repair execution and participate as required in Key Stakeholder conversations

  • Schedule and participate in Pre/Mid/Post Job and Scheduling meetings to document smart action plans and update commitment dates.

  • Communicate any deficiencies to the accountable positions and follow up on completion (Labour, 3rd party billing, check sheets, service reports, parts returns / core credits)

  • Ensure warranty claims have all required documentation to process in web tool

  • Document & escalate delays to expedite and drive activities

  • Initiate closure documentation and activities as per checklist ensuring that the Order is complete and ready for review and present to customer for approval

Qualifications:

  • Required completion of high school or grade 12 diploma

  • Previous customer service experience

  • Ability to understand the customer’s component rebuild expectations and recommend repair and technical reporting options

  • Experience working in a heavy equipment dealership would be considered an asset

  • Excellent communication skills, both verbal and written

  • Strong time management and organizational skills, with a keen eye for detail

  • Strong working knowledge of Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint)

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.