Service Advisor - Full Time

Permanent
Reporting to the Customer Service Supervisor at OEM Remanufacturing, the Service Advisor is the primary contact for specific Finning Canada customer groups to support the customer’s remanufacturing requirements and Finning Exchange.

The Service Advisor is responsible for managing remanufacturing jobs within OEM to effectively support Finning’s requirements, including understanding the customer’s repair and timeline requirements, recommending repair options, and communicating status updates in a timely manner.

Collect, review and analyze all incoming cores and supporting documentation and identify incomplete or inconsistent information. Proactively communicate with the branches on daily activities in support of their operational requirements as well as provide a timely response to all inquiries. The Service Advisor is the primary contact to the branch on individual jobs and therefore it is critical that the customer interface is managed with the utmost priority
Provide support in the quotation process including working directly with Production and the Service Biller to ensure the quote will meet the customer’s requirements. It is the Service Advisor’s responsibility to identify possible issues with the quote and seek additional information in getting any issues corrected. The Service Advisor must also support and answer any questions the branch may have with regard to the QIF Process through OEM Exchanger
Any problematic or significantly aged accruals must be escalated to the Customer Service Supervisor
Work with Planning and the Branch to schedule Customer Viewings, where requested. Act as main point of contact for the Customer(s) upon arrival at OEM, and facilitate seamless hand-off to Technical Services on the Production floor.
Conduct on-site tours of OEM with Finning branch personnel and their customers, as required
Align daily activities in accordance with established performance metrics to ensure all targets are achieved
Assist the Customer Service Supervisor in development of programs and processes aimed at continually improving OEM’s ability to properly service the Finning branches as well as streamlining internal OEM activities
Active participation in the weekly Customer Service meetings and monthly Safety meetings
3+ years’ work experience in an operations/manufacturing environment, or customer service role

• History of providing superior customer service with a strong customer focus
• Enthusiastic approach to resolution of customer issues
• Working knowledge of Microsoft Word, Excel, and Outlook

This position will be available for hybrid work arrangements (pending successful competition of training in office)
Permanent, full-time role
Competitive salary, pension, and benefits
Paid vacation
Training opportunities to learn about Caterpillar equipment
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.