Field Service Advisor at Toromont Cat Careers

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City: Hamilton
Province: Ontario
Country: Canada
Job ID#: 5093

Reporting To: Field Service Supervisor

Do you have high integrity and strong work ethic?  We are seeking a talented Field Service Advisor to provide technical expertise during the scheduling of all equipment repairs and maintain good communication with our customers throughout the repair cycle as required.

Key Accountabilities

  • Demonstrate safe, environmentally sound and healthy work behaviours at all times, in support of Toromont’s Health and Safety Policies, Programs and initiatives
  • Answer incoming calls and dispatch field service technicians to minimize customer downtime, maintain productivity and ensure customer satisfaction 
  • Dispatch parts delivery as required via shop helper or delivery driver
  • Update and manage Service Scheduler in a timely and accurate manner
  • Coordinate with Service Supervisor, MSRs and PSSRs to meet all deadlines for machine repairs
  • Provide customer support for incoming calls and effective follow up during and after machine repairs 
  • Open and structure work orders, check for service letters, where applicable and warranty status, verify customer pay arrangements, history and codes to upload into Service Scheduler  
  • Collaborate with Coordinator to ensure all service reports provided by Technicians are timely and accurate
  • Source parts and tools during job set-up and provide shipping instructions to the site

Key Qualifications

  • Post Secondary Education in a technical/mechanical program with a minimum 5 years experience in service operations
  • Safety conscious and technical aptitude with basic knowledge of Caterpillar and competitive product lines
  • Highly customer centric and a strong team player with a sense of urgency
  • Exceptional communication and interpersonal skills with a proven ability to work effectively within cross functional teams
  • Attention to detail, efficient time-management and effective planning skills with the ability to quickly adapt to multiple and often changing schedules and priorities in a deadline driven environment
  • Mindset for continuous improvement and self-directed with high integrity and initiative to be proactive in problem solving
  • High proficiency in Microsoft Office Applications including Excel, Word and Outlook (experience with DBS and SIS would be an asset)
  • Willing and able to work flexible business hours in support of the business
Toromont Cat is an equal opportunity employer who recognizes and values diversity.  Upon request, Toromont will accommodate any applicant with disabilities throughout the recruiting processes, including any required applications, interviews and/or assessments.