EMS Coordinator at Toromont Cat Careers

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City: Concord
Province: Ontario
Country: Canada
Job ID#: 5590

Reporting To: CSA Administration Supervisor

If you have high integrity and a strong work ethic, we want you on our team!   We are seeking a talented Equipment Management Solutions (EMS) Coordinator to provide efficient service to customers in support of a variety of product and e-commerce systems by phone and online, while maintaining accurate customer records. 

Key Accountabilities

  • Demonstrate workplace safety, environmentally sound, healthy behaviors at all times in support of Toromont’s Health and Safety Policy, Programs and initiatives
  • Respond to customer calls on Toromont’s EMS support lines
  • Track calls and the status of issues for follow-up with every customer to ensure an effortless experience to earn their loyalty
  • Ensure our customers feel appreciated and secure with their business at Toromont
  • Register new Customer Service Agreement (CSA) contracts in our dealer system (DBS) and the Equipment Monitoring Toolkit to maintain proper documentation
  • Administer equipment data updates and review and maintain customer equipment lists
  • Complete CSA invoices for customers on a monthly basis as well as for events
  • Conduct constant reviews of our customer’s contract financial health
  • Work cooperatively with PM Planners and Condition Monitoring Analysts to troubleshoot Product Link issues
  • Validate and update hour meter readings for units monitored in our Equipment Monitoring Tool
  • Assist in the development of preventative maintenance schedules for customers
  • Generate reports to branches and customers on the machine utilization performance
  • Provide support on other tasks required within the department

Key Qualifications

  • Post-Secondary Education and 2-3 years’ relevant contract experience
  • Safety conscious with a solid understanding of business processes
  • Exceptional communication and interpersonal skills to maintain and build strong relationships across functional teams
  • Highly organized with excellent time management skills and high attention to detail
  • Mindset for process improvement and customer centric with strong follow up
  • Ability to effectively prioritize and adapt in a fast-paced environment with multiple tasks and deadlines
  • Professional, self-motivated, independent and a team player with a sense of urgency
  • Highly developed computer and systems skills with proficiencies in Excel, Word and Outlook
  • Knowledge of CAT SIS, DBS, SIMSI and SIS would be an asset
  • Willing and able to work flexible hours in support of the business needs
Toromont Cat is an equal opportunity employer who recognizes and values diversity. Upon request, Toromont is committed to accommodating employees with disabilities.