Service Support Representative
External
Finning · Lethbridge, CanadaPrepare for this interview
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About the role
We're looking for a Service Support Representative to join our Customer Support Operations team in Lethbridge. This is a dynamic role that blends customer relationship management, technical coordination, and project management to ensure service and repair work is delivered efficiently, cost-effectively, and with an exceptional customer experience. You'll act as the primary point of contact for customers, overseeing service requests from initial inquiry through to completion-ensuring clear communication, accurate estimates, and seamless execution. Job Description:
Responsibilities
- Customer Relationship Management
- Serve as the main contact for customer service and repair requests
- Troubleshoot issues via phone, email, or in person and recommend solutions (shop vs. field service)
- Prepare and present estimates and quotes; manage approvals and scope changes
- Provide proactive updates throughout the repair process
- Identify upsell opportunities and recommend value-driven solutions
- Follow up post-repair to ensure customer satisfaction
- Service & Project Coordination
- Define and document scope of work, timelines, and resource requirements
- Coordinate with service teams to ensure efficient execution of repairs
- Monitor progress, manage risks, and adjust plans as needed
- Lead communication across stakeholders to keep work on track
- Support job planning meetings and contribute to continuous improvement
- Collaboration
- Work closely with service, sales, and support teams to deliver a strong customer experience
- Act as the "voice of the customer" internally
- What You Bring
- 5-8 years of experience in service, parts, repair, or a technical environment
- Strong customer service and communication skills with a consultative approach
- Proven ability to manage multiple priorities in a fast-paced environment
- Solid problem-solving, negotiation, and decision-making skills
- Strong organizational and project management abilities
- Mechanical aptitude or familiarity with heavy equipment/service environments is an asset
- Proficiency in Microsoft Office (Excel, Word, etc.)
Requirements
- Heavy Equipment Technician (HET) or similar technical training
- Experience in dealership or equipment service environments
- Project management training (PMP)
Benefits
Additional Information
Company: Finning Canada Number of Openings: 1 Worker Type: Permanent Position Overview: Location: Lethbridge, AB Schedule: Monday-Friday, 7:30 AM - 4:00 PM (in-office)
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