Service Excellence & Process Improvement Specialist

Finning; Calgary; On-site; CAD 65,000 - 95,000; Full time

Job summary

Finning Canada is seeking a Service Performance Specialist to support Service Process Standardization and improve facility KPIs. The role partners with service facilities to deliver tools, initiatives and strategies, enabling governance and performance of service processes for Service Excellence and customer experience.

The position involves in-branch collaboration with facility leadership and front-line teams, traveling to sites to gather requirements, coach teams, and close gaps in service

Qualifications

• 3-5 years’ service background focused on operations, project management and leadership.
• 1-2 years’ proven experience in Project and/or Continuous Improvement.
• Proven experience collaborating and influencing service and operational teams.
• Proven experience influencing without authority.
• Experience and skill set in working with a dealership or heavy equipment industry.
• Undergraduate degree, Project Management certificate and/or Business Analyst certificate is considered an asset.
• Working knowledge of Service Excellence Program, Operational KPIs, risk awareness and Warranty & Goodwill.

Responsibilities

• Lead process sustainment/management engagements and projects using problem solving and improvement techniques, methodologies, and project management tools.
• Deliver workshops, develop plans and approach, and execute strategies to improve service processes, eliminate waste, enable the organization to become nimbler and more responsive to improve customer and employee experience.
• Interact with facility leadership, frontline teams, analyze business requirements, driving needs and gap analysis by asking challenging yet thoughtful questions leading to gathering and documenting the detailed business requirements (user stories and epics) from a broad community of stakeholders.
• Provide support to ensure that processes are properly captured for targeted service processes.
• Support operational excellence improvement projects, initiatives and strategies that is supported by identified, reported, and presented cost, resource, efficiency, and process variances and issues.
• Partner and collaborate with Service Applications Support team to improve service processes through technology and systems resources (coaching aids, job aids, etc.)
• Work collaboratively and coach operational teams to embed & monitor Service Excellence principles across regional service operations.
• Support the Service Operations team in implementing the standard service processes, provide front line coaching sessions/aids to strengthen service knowledge.
• Partner with facility leadership, and corporate partners to define processes, system, control Performance requirements, and capture process improvement feedback.
• Decrease silos in the organization by working collaboratively with the other departments; facilitating connections between stakeholders to work together on holistic plans which include all stakeholders.
• Monitor and review the model and leading the changes and improvements to refine standards driving Continuous Improvement to the Service Excellence Model.
• Maintain best practices as a point of reference for facilities driving towards Service Excellence and Customer Experience.
• Facilitate branch assessments to identify and close gaps, partnering with leadership and frontline teams to achieve Service Excellence using change management strategies.
• Timely and accurate completion of assessments, reporting and initiatives; provide recommendations through action planning with service leadership. Report to regional management and Service Transformation on project plans, updates, and milestone achievements.
• Collaborate with operational business partners to implement continuous improvement activities.
• Represent the company in a professional and ethical manner and maintain effective relationships with internal department and staff while maintaining confidentiality.

Skills

Project management

Leadership

Problem solving

Continuous improvement

Stakeholder management

Education

Undergraduate degree

Project Management certificate

Business Analyst certificate

Job description

Finning Canada is seeking a Service Performance Specialist to support Service Process Standardization and improve facility KPIs. The role partners with service facilities to deliver tools, initiatives and strategies, enabling governance and performance of service processes for Service Excellence and customer experience.

The position involves in-branch collaboration with facility leadership and front-line teams, traveling to sites to gather requirements, coach teams, and close gaps in service