Field Service planner

Finning International; Fort McMurray; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Safety culture

Job summary

Finning Canada is seeking a Field Service Planner in Fort McMurray, AB. You will coordinate and manage field service activities, ensuring optimal resource utilisation and high customer satisfaction.

The role demands strong planning, communication, and stakeholder management to balance field and shop work. You will develop detailed scopes, track progress, and communicate with customers and internal teams to ensure timely, on-budget repairs.

Qualifications

• 5+ years of experience in heavy equipment service, repair coordination, technical support, parts, warranty, or a related industry.
• Strong customer service and relationship management skills.
• Experience coordinating multiple priorities in a fast-paced environment.
• Excellent communication, problem-solving, and organizational skills.
• Strong business acumen with the ability to manage estimates, costs, and timelines.
• Proficiency with Microsoft Office applications, including Excel and Word.

Responsibilities

• Act as the primary point of contact for customer service and repair requests.
• Understand customer concerns and recommend effective repair solutions.
• Determine whether repairs should be completed in the field or shop environment.
• Provide estimates, timelines, and repair recommendations.
• Manage customer communication throughout the repair lifecycle.
• Identify opportunities for additional services and value-added solutions.
• Ensure customer expectations are clearly understood and consistently met.
• Follow up after repairs to confirm customer satisfaction.

Skills

Customer service

Project planning

Stakeholder management

Scheduling

Communication

Problem solving

MS Office (Excel/Word)

Tools

Excel

Word

CRM

Job description

Company

Finning Canada

Job Details

Number of Openings: 1. Worker Type: Permanent.

Position Overview

Fort McMurray, AB | 14x14 Rotation. Plan the Work. Support the Customer. Keep Operations Moving. At Finning, we don't just repair equipment, we help our customers maximize uptime and productivity. As a Field Service Planner, you'll be the central point of contact between customers, technicians, operations teams, and support personnel, ensuring service work is planned, coordinated, and executed efficiently. This is a highly visible role that combines customer service, project planning, technical knowledge, and stakeholder management. You’ll be responsible for developing repair scopes, coordinating field service activities, managing work order progress, communicating with customers, and ensuring an exceptional service experience from start to finish.

Job Description

As a Field Service Planner, you will coordinate and manage the execution of field service activities, ensuring optimal resource utilisation and customer satisfaction.

What You'll Do

Customer Service & Relationship Management

• Act as the primary point of contact for customer service and repair requests.
• Understand customer concerns and recommend effective repair solutions.
• Determine whether repairs should be completed in the field or shop environment.
• Provide estimates, timelines, and repair recommendations.
• Manage customer communication throughout the repair lifecycle.
• Identify opportunities for additional services and value-added solutions.
• Ensure customer expectations are clearly understood and consistently met.
• Follow up after repairs to confirm customer satisfaction.

Service Planning & Coordination

• Develop detailed scopes of work and repair plans.
• Coordinate resources, parts availability, labour requirements, and scheduling activities.
• Build and maintain repair timelines and project milestones.
• Track job progress and proactively address schedule, scope, or budget changes.
• Participate in planning, scheduling, and service review meetings.
• Support backlog management and communicate priorities across stakeholders.
• Ensure accurate documentation and work order administration.

Project & Business Management

• Manage changes to scope, cost, and schedules throughout the life of the job.
• Support warranty and goodwill recommendations where appropriate.
• Monitor job performance, estimates, and repair costs.
• Apply project management principles to ensure successful outcomes.
• Deliver the voice of the customer while balancing business objectives and operational requirements.

Collaboration & Communication

• Partner with Service Supervisors, Technicians, Product Support Representatives, Sales teams, and Administrative teams.
• Facilitate clear communication between customers and internal stakeholders.
• Support safe, efficient, and customer-focused service delivery.
• Contribute to continuous improvement and lessons learned initiatives.

What We're Looking For

• 5+ years of experience in heavy equipment service, repair coordination, technical support, parts, warranty, or a related industry.
• Strong customer service and relationship management skills.
• Experience coordinating multiple priorities in a fast-paced environment.
• Excellent communication, problem-solving, and organizational skills.
• Strong business acumen with the ability to manage estimates, costs, and timelines.
• Proficiency with Microsoft Office applications, including Excel and Word.
• Ability to work independently while collaborating effectively with cross-functional teams.

Preferred Qualifications

• Heavy Equipment Technician (HET) background or strong mechanical aptitude.
• Experience supporting Caterpillar equipment and product lines.
• Understanding of service, billing, and warranty processes.
• Project management experience or formal project management training.
• Blue Seal Certification considered an asset.
• PMP certification or training considered an asset.

What Will Help You Succeed

• Exceptional stakeholder management and communication skills.
• A strong customer-first mindset.
• The ability to make decisions in complex situations.
• Strong planning and project coordination capabilities.
• Confidence managing schedules, priorities, and competing demands.
• A proactive approach with a sense of urgency.
• The ability to influence and collaborate without direct authority.

Why Join Finning?

• Competitive compensation and comprehensive benefits package.
• Industry-leading safety culture.
• Opportunity to work with the world's largest Caterpillar dealer.
• Supportive team environment with opportunities for ongoing development.
• Meaningful work helping customers keep critical operations running.

Schedule

14 days on / 14 days off

Location

Fort McMurray, Alberta

Equal Opportunity Statement

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.

About Us

Finning is the world's largest Caterpillar dealer delivering unrivalled service for over 80 years. The company sells, rents and provides parts and service for equipment and engines to customers in various industries, including mining, construction, petroleum, forestry and a wide range of power systems applications. Finning employs approximately 14,500 people world-wide and operates in three geographies, with the head office in Vancouver, BC, Canada. OUR DIVISIONS Finning International Inc. is the corporate head office of the publicly traded corporation, which is listed on the Toronto Stock Exchange under the symbol: FTT. Finning Canada is the authorized dealer for Caterpillar products in British Columbia, Alberta, Saskatchewan, the Northwest Territories, and a portion of Nunavut. Finning South America is the authorized dealer for Caterpillar products in Chile, Argentina, and Bolivia. Finning UK and Ireland is the authorized dealer for Caterpillar products in the United Kingdom and Ireland. Rental of equipment is facilitated through the dealership locations as well as The Cat Rental Store locations in Finning Canada and Finning South America. OEM Remanufacturing - OEM, a Finning enterprise, is one of North America's most advanced engine and powertrain component remanufacturing providers and is located in Edmonton, Alberta.