Number of Openings:2
Worker Type:Permanent
Position Overview:Are you a hands-on leader who thrives in fast-paced environments and takes pride in delivering top-tier service?
As a Service Response Supervisor, you'll be at the heart of our operations-spending most of your time driving safety, quality, and productivity. You'll lead a skilled team of field technicians, ensure every job is done right the first time, and play a key role in exceeding customer expectations. If you're passionate about people, process, and performance, this is your opportunity to make a real impact.
The successful candidate is HET qualified but ready to get off the tools and support the team from the office. If this sounds like you and you are not afraid of the admin side of the job we would love to chat.
Job Description: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 site 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
- 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 to the associated customer facing position with the required technical information to inform the customer
Quantity - manage productivity
- 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
Knowledge:- 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
Experience:- The desire to lead and manage people
- Effective leadership / supervisory skills
- Journeyperson Heavy Equipment Technician certification
- Previous experience with Caterpillar equipment/engines (min 4 yrs)
- Strong business acumen
