Electrical Repair Planner

Company:

Number of Openings:

Worker Type:

Position Overview:

Job Description:

Customer Relationship Management:

• Customer Intake . Establish scope of work and gather all required and necessary information to ensure accurate Estimate/Quote creation.
• Provide advice on customer service requests and troubleshoot issues.
• Develop and communicate estimated completion dates and alternate solutions.
• Manage customer service and warranty repairs and present estimates and final quotes.
• Consistent communication with customers of repair status and follow up after repairs to ensure satisfaction.
• Manage changes to scope budget and schedule and ensure compliance with service-related policies.

Service Process and Project Management

• Research develop and establish the scope of work for the service request and finalize and document all information for customer approval
• Understand customer risk thresholds and tolerances and provide appropriate recommendations when managing Finnings warranty exposure
• Understand and apply available marketing programs based on overall strategic account management financial opportunity and potential for future sales
• Develop and deliver detailed work breakdown structure with defined tasks resource requirements and schedule
• Develop a communication plan to ensure a clear understanding of service requests timelines and deliverables incorporating all key stakeholders
• Engage with service supervisors to participate in pre mid and post job meetings as well as daily scheduling / planning meetings with key stakeholders
• Establish and support recommendations for technical justification of goodwill
• Track manage and communicate backlog to both internal and external stakeholders in a constructive confidence building delivery (solutions orientated)
• Collaborate with peers and stakeholders throughout the Finning Network (R RR & RRR) to ensure effective movement scope validation and progress tracking of components/equipment in the network

Internal Communication/Collaboration

• Work collaboratively and communicate proactively with Product Support Equipment Sales Service and Administrative teams to ensure that all customer and service elements are understood and completed in a timely manner ensuring a strong customer experience

Education & Experience:

• Strong customer relationship management; business acumen and mechanical/electrical aptitude.
• Previous experience with Caterpillar equipment/engines.
• 5-8 years of experience in technical service parts warranty or repair.
• Blue Seal certification and project management training (PMP) are assets
• Demonstrated knowledge and understanding of service billing and warranty processes
• High proficiency in Microsoft applications Salesforce and other relevant software.

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.