Company:
Finning Canada
Number of Openings:
2
Worker Type:
Permanent
Position Overview:
Position: Wood Buffalo CI Team Planner Location: Wood Buffalo/Fort McMurray, AB |14x14 Continuous Shift| Full-Time, Permanent
The Rebuild / Repair Planner is a key member of the Service Operations team, responsible for the strategic planning and coordination of technical repairs and rebuilds within the Shop. This role leads repair scope development, quoting, and project planning, ensuring service work is clearly defined, commercially sound, and ready for execution.
The Planner ensures repairs and maintenance are accurately estimated or quoted and effectively managed from start to finish. Working closely with the Service team executing the work, this role develops detailed scopes for service requests, communicates requirements clearly, and owns the overall customer experience while ensuring alignment with Finning’s Service Excellence process and Customer Service Commitment.
Job Description:
Major Job Functions:
Customer Relationship Management:
- Customer Intake and Case Management. Establish scope of work and gather all required and necessary information to ensure Case quality and accurate Estimate/Quote creation.
- Estimate / Quote creation
- Provide advice on customer service requests and troubleshoot issues.
- Develop and communicate estimated completion dates and alternate solutions.
- Manage customer service and warranty repairs, and present estimates and final quotes.
- Consistent communication with customers of repair status and follow up after repairs to ensure satisfaction.
- Manage changes to scope, budget, and schedule, and ensure compliance with service-related policies.
Service Process and Project Management
- Research, develop and establish the scope of work for the service request and compile machine information, warranty, Caterpillar, machine history and service letters, finalize and document all information for customer approval
- Understand customer risk thresholds and tolerances and provide appropriate recommendations when managing Finning’s warranty exposure in each of the recommendations
- Understand and apply available marketing programs based on overall strategic account management, financial opportunity and potential for future sales
- Develop and deliver detailed work breakdown structure, with defined tasks, resource requirements and schedule
- Develop a communication plan to ensure a clear understanding of service requests, timelines and deliverables, incorporating all key stakeholders
- Engage with service supervisors to participate in pre, mid and post job meetings as well as daily scheduling / planning meetings with key stakeholders
- Deliver the voice of the customer internally
- Understand what actions are required if repair is off track in order to get back on track
- Ability to uncover, understand and build action plans for lessons learned, with service supervisor once post job is completed
- Establish and support recommendations for technical justification of goodwill and collaborate with account team to understand the commercial justification of goodwill in alignment with the goodwill philosophy. Finalize and document all information on the customer interview form
- Track, manage, and communicate backlog to both internal and external stakeholders in a constructive, confidence building delivery (solutions orientated)
- Complete the customer support operation sections of the work order closing check sheet to ensure effective transition of completed repairs to the work order management team.
- Collaborate with peers and stakeholders throughout the Finning Network (R, RR & RRR) to ensure effective movement, scope validation and progress tracking of components/equipment in the network aligned to the governance model
Internal Communication/Collaboration
- Work collaboratively and communicate proactively with Product Support, Equipment Sales, Service and Administrative teams to ensure that all customer and service elements are understood and completed in a timely manner, ensuring a strong customer experience
Accountability:
- Customer relationship management
- Financial accountability for the estimating and the accuracy of the quote against the service work performed, including bid variance, job efficiency, estimated costs and profit/loss
- Accountable for developing the sequence of repair milestones and timelines and service delivery in collaboration with the Service Supervisor
- Accountable for utilizing project management best practices to drive job outcomes, including the different phases of project management: initiation, planning, execution, validation, control and close out
- Accountable for identifying appropriate solutions for customer issues, both immediate and longer term
- Accountable for facilitating and driving communication with other areas throughout the service process (ie: Customer, PSSR’s, CSA’s etc.)
- Collaborates with the Service team executing the repairs on the shop floor or in the field
Education & Experience:
- 5–8 years of experience in technical service, parts, warranty, or repair environments, preferably supporting Caterpillar equipment or engines.
- Blue Seal certification and project management training, including PMP, are considered assets.
- Strong customer relationship management capabilities, supported by business acumen and mechanical aptitude.
- Proven ability in project management, stakeholder engagement, and cross‑functional collaboration, with a responsive and service‑oriented approach.
- Excellent analytical, risk assessment, problem‑solving, and troubleshooting skills, with the ability to identify and mitigate operational risks.
- Solid financial, negotiation, and business acumen, including experience with estimating, quoting, billing, and warranty processes.
- Demonstrated technical knowledge of mechanical systems, parts, repairs, and rebuilds, with familiarity across Finning and CAT product lines and service processes.
- Highly organized with strong time management skills and the ability to manage multiple priorities effectively.
- High proficiency in Microsoft applications, Salesforce, and other relevant systems and software tools.
At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.