Service Administration Supervisor - 6 Months Temp

Company:

Finning Canada

Number of Openings:

1

Worker Type:

Permanent

Position Overview:

We are seeking a proactive and people‑focused Service Administration Supervisor to lead a team responsible for delivering exceptional support throughout the Maintenance Customer Order (MCO) lifecycle. This role blends leadership, operational execution, financial awareness, and cross‑functional collaboration to ensure high‑quality service delivery and customer satisfaction.

This is a full time temporary position - anticipated to be 6 months in duration

The anticipated hourly wage rate for this position is between 40-50 per hour.

Job Description:

People Leadership & Employee Experience

• 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

Maintenance Customer Order Management (MCO) & Document Velocity

Accountable over the Maintenance Customer Order (MCO) life cycle ensuring the Service Administrators are adhering to Service Excellence best practices for MCO Management and are compliant to the Finning Customer Service Commitment.

• Collaborate with Customer Interaction & Repair Execution team to define and document service work scope within MCO and allocate Service Administration resources as needed.
• Accountable to the expectations of documentation within the Electronic Job Binders as well as support Customer Interaction team with managing customer repair requests and invoicing disputes with documentation
• Supervision of Change Management within the MCO and supporting Service Administrators in removing roadblocks or delays
• Identification & Escalation of financial risk and ownership of scheduling and facilitation of a Key Stakeholder Call for risk mitigation & alignment on action planning
• Service Work in Progress (SWIP) Velocity Management – responsible for collaborating with the customer interaction and repair execution teams to ensure SWIP targets are achieved.
• Ensure invoices are accurate to the quotes provided during the repair
• End to end monitoring of the service process with recommendations for Continuous Improvement

Results & Financial Management

• Proactive Risk Identification for Maintenance Customer Order (MCO) Management, warranty, goodwill, bid variance, and Selling, General & Administrative expense (SG&A) claims 
• Documentation – Overall accountability for documentation that meets expectations for clean audit trails within our accounting & job records as outlined in Bill 198, expeditious & accurate processing of Goodwill & Warranty Claims, and billing velocity.

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

Specific Skills:

• Demonstrated ability to effectively motivate and lead others that may reside within the facility or in other Finning locations requiring an effective remote supervisory & leadership skill.
• Must possess communication skills to create engagement with employees whether local or remote using technology.
• Team player with the ability to work with employees and business leaders at all levels throughout the organization both face to face and remotely.
• Strategic Thinking Skills - strong decision making and problem-solving skills. Making decisions involving varied levels of risk and ambiguity
• Strong understanding of Service Excellence as it pertains to Maintenance Customer Order (MCO) Ownership & Management
• Organizational, Conflict, Time management skills
• Excellent interpersonal, verbal and written communication skills
• Adapt to change in the work environment to deal with frequent change, delays or unexpected events
• Demonstrated commitment to safety culture

Knowledge:

• Strong understanding of the Caterpillar product line (forestry, mining, construction, etc.)
• Strong understanding of Caterpillar processes (goodwill, product health structure, etc.)
• Understand Caterpillar and Non-Caterpillar warranties (new equipment, new parts, customer service commitment, Finning exchange, OEM, etc.)
• Strong understanding of performance management principles, processes and the principles of high-performance leadership
• Knowledge of Financial acumen to understand and interpret associated Key Performance Indicators related to branch profitability

Education & Experience:

• Secondary Education and 3-5 years of progressive and related experience
  • Administration
  • Business Management
  • Accounting / Financial

• 1-2 year’s supervisory or managerial 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.