The Opportunity
Improve service levels and VOC score. Responsible for leading Service Administration and Coordination. Developing and maintaining strong levels of customer service and relationships. Responsible for maintaining operational and business procedures. Provide support for projects, costing and RFQ submissions.
The Role
- Manage the performance of the service coordination / administration team, providing coaching, training and development
- Coordinate and oversee resources to deploy quick and effective Service Repair Quotes to branch customers. May need to research parts and estimate labor required to generate service repair quotes.
- Monitor and analyze service center KPIs, job statuses, service center backlog, WIP data, quotation turnaround, deadline achievement; recommend and implement improvements
- Help coordination team troubleshoot and source the best solution for the customer
- Development of Service center administration tools, references and database
- Respond to customers via telephone, or electronically in a timely and courteous manner; delivers strong internal and external service
- Follow up with the customers on outstanding quotations and previous repair work
- Work in collaboration with the technical team
- Collaborate and coordinate business responses to RFQ and other project needs
- Conduct costing and analysis activities for various jobs and projects to support the improvement of ERS efficiencies
- Perform various quality control activities
- Support regional leaders in improving and developing the business
The Candidate
- Education: College diploma / Post secondary Education or equivalent work experience
- Work Experience: 4-5 years related experience in service, parts, supply chain or product support operations
- Knowledge: Basic knowledge of industrial equipment, service and repair process and part sourcing
- Proficiency: Microsoft Office, including Outlook, Excel, Word and PowerPoint
The Company
Since 1858, Wajax has been serving major Canadian industries as one of the nation’s leading mobile equipment, power systems, and industrial products and services providers. Wajax operates in the mining, oil sands, oil & gas, construction, forestry, industrial/commercial, transportation, and metal processing industries – to name a few.
Wajax offers a total compensation package that includes competitive pay, comprehensive benefits, learning and development, as well as some unique additional “perks.” Highlights include:
- 100% employer paid medical and dental benefits with no waiting period for eligibility
- Wajax-led e-learning, and product training through industry leading manufacturers such as Hitachi, 3M, and Detroit Diesel.
- Discounts with the “Big 3” auto manufacturers, equivalent to their internal employee pricing.
Wajax is committed to employing a workforce that is representative of the diverse communities across Canada in which we do business. As an equal opportunity employer, please inform us if any accommodation is required if contacted for an interview.
As a condition of employment, final candidates will be subject to pre-screening.
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