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Finning Logo

Service Supervisor

Reference ID: R-2018-6094

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Company: Finning Canada

Posting End Date: Jan 31, 2019

Number of Opening: 1

Worker Type: Permanent

Position Overview: Reporting to the Customer Service Manager, this position will be responsible for providing world class service to our customers. We are currently looking for a permanent full-time Service Supervisor to join our team in Kamloops. The successful candidate will have the opportunity to work in a relatively autonomous environment leveraging previous leadership experience and expertise to lead, support, coach and mentor your staff while providing superior service to our customers.

At Finning, our team is focused on being a trusted advisor to our customers. We are viewed as the experts in the maintenance and service of Caterpillar equipment and work with our customers to understand their needs and provide innovative solutions to real challenges. As a team we are passionate about our business, our equipment and providing superior service to our customers.

This position is located where the North and South Thompson Rivers meet in Kamloops, British Columbia. Kamloops is a great city for adventurers and families alike. Surrounded by backdrops of mountains and hoodoos, Kamloops is known for awe-inspiring fairways, scenic hiking trails, rugged landscapes idealistic for mountain biking, over 100 fishing lakes within an hour of the city and a short drive to SunPeaks, Canada's second largest ski area.

Job Description:

Major Job Functions:
  • Accountable for ensuring quality on-going performance conversations and the formal review to be completed with all employees by the anniversary date
  • Demonstrated leadership and engagement a safe and working environment that is substantiated by meeting safety TRIF and LTI targets and supported by internal and external safety audits and implementing the resulting action plan
  • Demonstrated leadership and engagement of assigned employees that is support by developing and leading an effective team, fostering a positive work environment and setting clear expectations that successfully contributes to effective and efficient service repair work completion, achievement of operational and strategic targets and goals, customer satisfaction, loyalty and deliver of Finning's Customer Service Commitment
  • Ensure cores are returned and credited and all necessary information for warranty is included
  • Ensure that all documented standard operating procedures are being adhered to and followed consistently on the floor and with each job
  • Quality - needs to be accountable
  • Ensure completion of daily timecards for all employees on shift and ensure this information is complete and accurate
  • Accountable for working towards a Caterpillar 4 Star rating
  • Specific KPIs:
  • Customer - Shop or Field NPS
  • People - Direct Report EOS Engagement & Performance Plan Completion
  • Financial - Lost time, promotion, Service Rework / Warranty, Shop Clean up, Tool Maintenance, Variance
  • Safety - Direct report TRIF, Near Miss Reports, NSC Hours of Service, NSC Log Book Submissions

Safety Leadership
  • Lead, demonstrate and champion a healthy and safe work environment ensuring that all safety standards, policies, procedures and compliance requirements are communicated, implemented and followed
  • Lead and participate in daily review and update meetings as well as scheduled pre-job, mid-job and post-job reviews
  • Ensure compliance with NSC with proper inspections to trucks, track/identify required repairs and maintenance of the truck, ensure technicians are managing hours of service compliance and ensuring proper load securement and all supporting documentation
  • Ensure pre-job meetings are held with technicians to review scope of work and binder accuracy with the team to ensure that any safety opportunities were identified through the repair process and leveraged as inputs to future work
  • Ensure post-job review meetings are conducted and final inspections are complete
  • On floor inspections include the controls identified on JHA's are being used, the JHA is being updated along with the job progression and new risks are correct to the job progression and have the required controls identified
  • Lead and participate in regular scheduled safety meetings
  • Ensure that employees maintain the appropriate safety training required for their position

People Leadership
  • Responsible for the day-to-day leadership of staff, including recruitment and selection, orientation, coaching and mentoring, employee engagement, performance feedback and supporting growth and development opportunities
  • Conduct performance conversations and provide regular feedback to technicians

Quality: Service right the first time
  • Spends a minimum of 80% of time on the shop floor to ensure the agreed upon scope of work with the customer is accurately followed, while identifying key milestones where communication points (internal/external) need to happen.
  • Ensuring that tooling, parts and technical issues are dealt with promptly so it doesn't impact out customer service commitment
  • Ensures quality daily time and service reports and cross over reports and field to shop transfers
  • Repair process management
  • Determine appropriate tooling for the jobs by working with the technicians and CAT SIS
  • Understand the warranty process and determine warrantable failure and determine 3rd party requirements and availability if required
  • Review inspection findings vs. scope of work/complaint that moves from shop to floor to the associated customer facing position with the required technical information to inform the customer

Quantity: Manage productivity
  • Ensure technicians and apprentices are aware of which bays/jobs they own for the day or shift and what, if any, critical issues are
  • Manage and measure technician productivity
  • Manage and determine manpower availability, allocate technicians as required and assign additional technicians if required
  • Conduct mid-job review and verify if the job is at 60% and communicate the job changes to technician
  • Provide insight and guidance by assigning work priorities to technicians where applicable by overseeing jobs for work quality and productivity

Specific Skills & Knowledge:
  • Financial acumen course to understand and interpret associated KPIs related to branch profitability
  • Strong understanding of Finning's warranty process, policies and procedures
  • Strong understanding of the goodwill process, process and procedures
  • Understanding of the National Safety Code
  • Strong understanding of contamination control
  • Understanding and knowledgeable in Job Hazard Analysis (JHA) and hazard Assessment
  • Strong understanding of the Caterpillar product line (forestry, mining, construction, etc.)
  • Strong understanding of the Caterpillar processes (goodwill, product health structure, etc.)
  • Understand warranty (new equipment, new parts, customer service commitment, finning exchange, OEM, etc.)
  • Undercarriage - understanding of tracks and components
  • Understands the collective agreement, performance management and disciplinary processes and the principles of high performance leadership

Education & Experience:
  • Minimum 1-2 years experience leading and managing people
  • Effective leadership / supervisory skills
  • Journeyperson Heavy Equipment Technician certification
  • Previous experience with Caterpillar equipment/engines (preference will be given to candidate who have a minimum of 4 years of experience)
  • Strong business acumen
  • Experience in a mining application and rebuilding mining machines or components will be considered assets.

Note: Shift work is a requirement of this position

We are committed to diversity at Finning, to building and sustaining a diverse and inclusive workforce and as an equal opportunity employer we encourage applications from all qualified individuals. Finning does not discriminate against applicants based on genders, races, national and ethnic origins, religions, ages, sexual orientation, marital and family status, and/or mental or physical disabilities.

Posted: March 20, 2019
Closes: May 19, 2019