Lead Service Coordinator

Company: Finning Canada Number of Openings: 1 Worker Type: Permanent Position Overview: 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. Job Description:

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 Finning’s 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 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.