Service Advisor at Toromont Cat Careers

City: Sudbury
Province: Ontario
Country: Canada
Job ID#: 6752

Reporting To: Product Support Manager

Do you have high integrity and strong work ethic?  We are seeking a talented 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

  • Participate in safe and environmentally sound work behaviours and objectives at all times in support of Toromont's Health and Safety Policy/Programs and initiatives
  • Update and manage Service Scheduler in a timely and accurate manner
  • Schedule both machine repairs and preventative maintenance for the Technicians
  • 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
  • Manage local purchases and review work orders for invoicing/uploading and ensure credits and parts have been processed and submitted
  • Assist with Warranty and Goodwill processing including documentation requirements and no charge claims
  • Maintain current information cascading to the required Service Supervisors, Product Support Manager, MSRs and PSSRs
  • Review and maintain WIP (work-in-process) daily to support the invoicing process and KPIs (Key Indicator Metrics)

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
  • Improvement mindset 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.