Lead Service Coordinator

Finning Canada

1

Permanent

Reporting to the Technology Project Execution Manager the Lead Service Coordinator provides day-to-day work leadership and technical guidance to a team of Service Coordinators while maintaining a working portfolio of Maintenance Customer Orders (MCOs). The role is the first point of escalation for coordination and Service Excellence governance issues drives consistency in document control and MCO velocity and supports workload balancing onboarding training and continuous improvement. The role supports achievement of MCO and Service Work in Progress (SWIP) targets and does not hold formal people-management accountability for performance reviews discipline hiring compensation decisions or final workforce planning.

Major Job Functions:

Work Leadership & Team Support (25%)

• Provide day-to-day work direction coaching and technical guidance to Service Coordinators and act as the go-to resource for complex MCOs and process questions.
• Support onboarding and training of new Service Coordinators and Technology Coordinators and reinforce Service Excellence operational practices.
• Coordinate daily workload distribution and coverage to support service continuity and balanced capacity.
• Act as the first point of escalation for coordination issues removing roadblocks or escalating to the Supervisor as needed.
• Serve as designate for defined operational tasks during absences excluding formal people-leadership decisions.

MCO Coordination & Document Velocity (30%)

• Maintain a working portfolio across the full MCO life cycle from service planning and initiation through closure.
• Ensure real-time system accuracy across Case & WFE SWIP Tool and M3 with clean audit trails and document control aligned with Service Excellence Governance.
• Review team documentation for quality and completeness before closure and invoicing.
• Support and coordinate PRE MID and POST job meetings scheduling transportation hotshots and third-party contractor arrangements.

Results Risk & Financial Support (25%)

• Identify and escalate financial risk including bid variance warranty goodwill SG&A and rework and support stakeholder calls for risk mitigation and action planning.
• Monitor team performance against invoicing and financial KPIs including SWIP thresholds Days to Bill Warranty Days to Bill and Service Profitability to Annual Operating Plan.
• Drive MCO closure velocity so MCOs are complete invoiced in a timely manner and ready for customer proforma review.

Customer & Stakeholder Support (15%)

• Communicate proactively with internal and external stakeholders regarding daily activities inquiries purchase orders and approvals.
• Provide coverage for Planners and Controllers as required and facilitate or participate in stakeholder meetings.
• Communicate on behalf of the Shared Services team professionally accurately and on time.

Safety Leadership (5%)

• Champion a healthy and safe work environment and reinforce applicable safety standards policies and compliance requirements.

Specific Skills:

• Strong written and verbal communication and stakeholder-management skills.
• Project-management skills across scope schedule budget risk and change management.
• Demonstrated ability to guide mentor and motivate peers.
• High proficiency in Microsoft applications Salesforce and relevant Finning systems.
• Ability to review documentation for accuracy completeness and audit readiness.
• Financial acumen to interpret branch and service KPIs.

Knowledge:

• Strong understanding of Service Excellence MCO ownership and management and Finnings Customer Service Commitment.
• Knowledge of Case & WFE SWIP Tool and M3 workflows and document-control requirements.
• Knowledge of CAT and Finning product lines warranty goodwill billing SG&A and rework processes.
• Understanding of service planning scheduling transportation coordination invoicing and proforma review.
• Working knowledge of safety standards policies and compliance requirements applicable to the role.

Accountability:

• Provide consistent day-to-day work direction and technical guidance while escalating formal people-leadership matters to the appropriate leader.
• Maintain an assigned MCO portfolio and support timely accurate progression of work from initiation through closure and invoicing.
• Promote accurate system records complete supporting documentation and clean audit trails.
• Identify operational and financial risks recommend actions and escalate issues that require leadership decisions.
• Support balanced workload distribution service continuity onboarding training and process improvement.
• Monitor relevant operational and financial measures and support timely corrective action.
• Maintain professional and timely communication with internal and external stakeholders.
• Promote compliance with safety requirements and a healthy and safe work environment.

Education & Experience:

• Secondary education with a focus on administrative management business management or accounting/financial training.
• Four to five years of related coordination or administration experience in a dealership construction oilfield forestry marine field or shop environment.
• Demonstrated informal leadership or team-lead experience.

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 notdiscriminate against applicants based on gender identity race national and ethnic origin religion age sexual orientation marital and family status and/or mental or physical 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.