Technical Service Representative - Expanded Mining Products (Hydraulic Mining Shovel)

Company:

Finning Canada

Number of Openings:

2

Worker Type:

Permanent

Position Overview:

Primarily responsible for retaining good customer relationships, supporting customer shovel and drill machines, and improving the operation and maintenance of mining equipment to Caterpillar OEM standards and specifications. In addition, the position is responsible for scheduling customer visits, resolving customer complaints and concerns and forecasting/supporting future customer requirements

Job Description:

Major Job Functions:

• Day-to-day technical support of Caterpillar Hydraulic Mining Shovel product line.
• Based on the technical audit of the machine and analysis report, the TSR will make recommendations to the customer on what components will need to be changed 25%
• Minimize downtime and maintain production requirements as scheduled 20%
• Responsible for scheduling customer visits, setting agendas and writing monthly reports on customer updates 15%
• Send technical analysis to the customers, and provide the customer with recommended service options 10%
• Work with site teams on install of parts and or components 10%
• Support the organization to facilitate effective and efficient assemblies of new equipment deliveries 10%
• Liaison with Finning Parts Department to have the necessary parts delivered to the Mining customers 5%
• Must develop and maintain open lines of communication with all supportive departments 5%

Competencies:

• Customer Focus: Being successful means continuously paying attention to customer needs and adapting as these evolve. This heightens the importance of building strong customer relationships and delivering customer centric solutions.
• Cultivates Innovation: Paying attention to what customers want and need – new and improved products, services, solutions, and experiences. Taking initiative and collaborating with people who have diverse points of view. Embrace the mindset you and Finning are never done, never satisfied, never standing still.
• Drives Results: Infusing the team and organizations with a sense of urgency. Creating a culture where organizational performance is always top of mind. Communicating a vision, setting priorities, developing and executing plans that achieve the desired outcome for Finning.
• Courage: Being comfortable with the conflict that is inherent to being a champion of an idea or course of action. Meeting tough situations head-on to constructively resolve them. Saying what needs to be said at the right time, to the right person, in the right manner to effect change.

Specific Skills:

• Champion a safe work culture at all Finning and customer facilities

• Capability to diagnose and resolve issues with: mechanical systems, hydraulic systems, 24V electrical systems, Caterpillar machine electronics
• Ability to read and understand electrical & hydraulic schematics
• Capacity to relay instructions and procedures in a manner which facilitates effective and efficient execution of work
• Proficient written, verbal, and interpersonal skills that allow one to work effectively in a diverse working environment
• Collect and compile parts and service information from various sources
• Strong organizational and time management skills
• Proven problem-solving skills
• Proficiency with the Microsoft Suite of programs
• Foster collaborative relationships with labour supervisors, customer sales reps and planners
• Ability to work well under pressure
• Self-starter and ability to work in a team environment as well as independently

Knowledge:

• Caterpillar equipment knowledge
• Hydraulic shovel or excavator equipment knowledge
• Mining background
• Mechanical aptitude
• Electrical aptitude

Accountability:

• Ensure analysis and maintenance/repair recommendations are provided to appropriate groups in a timely manner
• Recommendation of safety solutions
• Rapid escalation to the appropriate individuals and/ or groups of any machine-down situations
• Ensure that 70% of the time is customer-facing
• Develop strategies and recommendations to improve the availability of units which fall below required targets

Education & Experience:

• Red Seal Heavy Equipment Technician, Certified Technician or Certified Engineering Technologist with significant mechanical experience and/or individuals with appropriate mining experience
• Minimum 3 years experience in a customer-facing role
• Hydraulic mining Shovel Experience is an asset

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.