Service Planner

Finning International Inc.; Fort McMurray; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

Finning Canada is seeking a Service Planner to join our Service Operations team in Fort McMurray, AB. You’ll act as the main liaison for customer repair and rebuild requests, define work scopes, and prepare estimates to ensure efficient project execution.

You’ll build repair plans, coordinate with technicians, and participate in multiple scheduling milestones to keep repairs on track. This role requires strong customer focus, communication, and problem-solving abilities in a fast-paced service

Qualifications

• 5+ years of experience in technical service, parts, warranty, repair, or related heavy equipment environments.
• Strong customer relationship management and stakeholder engagement skills.
• Mechanical aptitude and understanding of equipment repair processes.
• Excellent communication, problem-solving, and organizational abilities.
• Strong project planning and coordination skills.
• Proficiency with Microsoft Office applications and customer relationship management systems such as Salesforce.

Responsibilities

• Serve as the primary contact for customer repair and rebuild requests.
• Gather information and establish accurate scopes of work for service cases.
• Develop estimates and customer quotations for repairs and maintenance activities.
• Provide technical guidance and support to customers regarding service requirements.
• Communicate repair progress, timelines, and completion expectations.
• Manage customer service and warranty repair requests.
• Ensure customers are informed throughout the repair process and follow up after completion to confirm satisfaction.
• Manage changes to scope, budgets, and schedules while maintaining strong customer relationships.
• Research machine history, warranty coverage, service information, and technical documentation to develop comprehensive repair plans.
• Build detailed work breakdown structures, schedules, resource plans, and repair timelines.
• Coordinate with service supervisors and technicians to ensure work is planned and executed effectively.
• Participate in pre-job, mid-job, post-job, and daily scheduling meetings.
• Identify project risks and develop solutions to keep repairs on track.
• Support warranty and goodwill recommendations through technical justification and documentation.
• Track and communicate repair backlog and project progress to internal and external stakeholders.
• Complete service documentation and support effective work order closeout processes.
• Collaborate across the broader service network to manage equipment and component movement, scope validation, and progress tracking.
• Work closely with Product Support, Equipment Sales, Service, Warranty, Parts, and Administrative teams.
• Champion the voice of the customer throughout the repair process.

Skills

Customer relationship management

Project planning & coordination

Mechanical aptitude

Communication & problem solving

Analytical & negotiation skills

Team collaboration

Education

Blue Seal Certification

PMP training or certification

Tools

Salesforce

Microsoft Office

Job description

Company: Finning Canada Number of Openings: 1 Worker Type: Permanent Position Overview: Fort McMurray, AB | 7x7 Rotational Shift | On-Site

Are you a skilled service professional with strong mechanical aptitude, project coordination experience, and a passion for delivering outstanding customer service? We are seeking a Service Planner to join our Service Operations team in Fort McMurray. In this role, you will act as the primary point of contact for customers requiring equipment repairs and rebuilds, ensuring work scopes are clearly defined, estimates and quotes are accurate, and projects are executed efficiently from start to finish. Working closely with customers, service supervisors, technicians, and internal stakeholders, you will play a critical role in delivering a seamless service experience while driving operational excellence and business results.

Job Description

What You’ll Do

• Serve as the primary contact for customer repair and rebuild requests.
• Gather information and establish accurate scopes of work for service cases.
• Develop estimates and customer quotations for repairs and maintenance activities.
• Provide technical guidance and support to customers regarding service requirements.
• Communicate repair progress, timelines, and completion expectations.
• Manage customer service and warranty repair requests.
• Ensure customers are informed throughout the repair process and follow up after completion to confirm satisfaction.
• Manage changes to scope, budgets, and schedules while maintaining strong customer relationships.

Service Planning & Project Management

• Research machine history, warranty coverage, service information, and technical documentation to develop comprehensive repair plans.
• Build detailed work breakdown structures, schedules, resource plans, and repair timelines.
• Coordinate with service supervisors and technicians to ensure work is planned and executed effectively.
• Participate in pre-job, mid-job, post-job, and daily scheduling meetings.
• Identify project risks and develop solutions to keep repairs on track.
• Support warranty and goodwill recommendations through technical justification and documentation.
• Track and communicate repair backlog and project progress to internal and external stakeholders.
• Complete service documentation and support effective work order closeout processes.
• Collaborate across the broader service network to manage equipment and component movement, scope validation, and progress tracking.

Cross-Functional Collaboration

Work closely with Product Support, Equipment Sales, Service, Warranty, Parts, and Administrative teams. Ensure all customer requirements and service deliverables are aligned and executed efficiently. Champion the voice of the customer throughout the repair process.

What We’re Looking For

Required Qualifications

• 5+ years of experience in technical service, parts, warranty, repair, or related heavy equipment environments.
• Strong customer relationship management and stakeholder engagement skills.
• Mechanical aptitude and understanding of equipment repair processes.
• Excellent communication, problem-solving, and organizational abilities.
• Strong project planning and coordination skills.
• Financial and business acumen, including experience working with estimates, quotations, and project costs.
• Proficiency with Microsoft Office applications and customer relationship management systems such as Salesforce.

Preferred Qualifications

• Experience working with Caterpillar equipment and engines.
• Knowledge of service, billing, and warranty processes.
• Experience developing repair scopes, project schedules, and resource plans.
• Blue Seal Certification considered an asset.
• Project Management Professional (PMP) training or certification considered an asset.

Key Competencies

• A strong customer-first mindset
• Innovation and continuous improvement thinking
• The ability to drive results in a fast-paced environment
• Confidence in making decisions and managing challenging situations
• Strong analytical, negotiation, and risk assessment capabilities
• A collaborative and service-oriented approach

Why Join Us?

This is an opportunity to work with a team that values safety, customer success, operational excellence, and continuous improvement. You’ll play a key role in delivering world-class repair and rebuild solutions while building strong relationships with customers and internal stakeholders.

Location: Fort McMurray, Alberta

Schedule: 7x7 rotational shift (on-site)

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.