Compañía: Finning Canada Número de vacantes: 1 Tipo de trabajador: Permanente Descripción general del cargo: In a leadership role at Finning, a leader in our industry, you have the opportunity to make a difference. With ample opportunity to learn, grow and gain exposure to cutting edge technology in this industry, the Service Transformation Director role offers a world of opportunities for the successful individual. You will be responsible for transforming our service technology, processes, and people strategies to enable a truly customer centric culture. This position will work closely with CAT, global and local leadership to define, enhance and continuously improve Finning Canada’s customer support network strategy while engaging and enabling our service teams in the adoption of new processes and solutions introduced to innovate Service Delivery. As an effective leader, you will build a high performing team that acts as integrated, proactive, advocates for strategic improvement for our operational teams. Descripción del cargo: Work collaboratively with Senior Managers and critical stakeholders to leverage data insights to influence both FINCA and FII Global strategies with the objective to embed consistency across the entire service enterprise. – 15% Analyze the CAT dashboard, Finning Canada metrics and market benchmarks to understand gaps on a branch/business unit level, recommend solutions to deliver consistent operational excellence and partner with service operations leaders to successfully implement. Develop Agile and Sustainable Data Insights Relative to Strategic Objectives Build strong sustainable relationships with the Aftermarket teams to support service growth and identify new service options and/or opportunities Develop meaningful data insights for all levels of the organization Embed Monitor Effectiveness of Service Excellence Principles – 35% Build a roadmap that supports service excellence by utilizing various methods that bring about change in both cost to serve and delivery experiences for both employees and customers. This is achieved through conducting individual and Branch performance reviews, setting improvement plans, initiating training, cost reduction/resource deployment, process improvement and facilitating all related communications. Ownership of the service operations business process that will be complimented by the operating models of aftermarket, technical services, and customer fleet management. Service operations process will transform from a reactive to a predictive model Seek a balanced lens between the interests of Caterpillar dealer excellence programs and the operational needs for improvement Support a synergetic model to support velocity in product support estimating, developing a process that supports downstream efficiency for supply chain and repair execution Work with other Senior managers to ensure that there is consistency in the implementation and delivery of all aspects of the service transformation plan across our service enterprise. This is achieved through developing, monitoring and providing feedback on key performance indicators/measures and appropriate controls and targets. Lead Service Asset Management, Procurement, Technology Solutions – 20% Assess where the business technology can contribute to our service organizations performance. With a strong and commercial mindset develop and implement investment plans that deliver robust return on investments while identifying risks associated with technology enabled business change and manage accordingly. This is achieved through focus on improved asset utilization and reduce operating costs within Fleet and the Tool Lab as Finning shifts towards the RRR model implementation. Asset management: Build sustainable road map to support product support growth forecasts for fleet, capital equipment and tool labs and tool rooms (operational) Create a culture of data driven decisions to operate at lowest cost to serve Eliminate excess asset inventory through visibility, technology inventory management Develop 3-5 year capital plan that supports product support growth self serve visibility Limit redundant purchasing through increased visibility into assets across the network Leverage Capability and Capacity Planning Processes to prepare customer support operations for future demand/Control Tower – 30% Establish and sustain the network’s capability and capacity insights and partner with key stakeholders (HR, Recruitment, Training, Aftermarket etc) to align our service organizational requirements to our customers needs both short and long term Capture a balanced and comprehensive view of demand (internal external), market activity, customer trends and operational objectives to ensure sufficient resources, skills, facilities and tools are in place to and influence activities that place the organization in a state of readiness, while managing risk cost to serve. Connect capability capacity to asset utilization and service excellence to enable effortless customer experience Develop a demand variability model to leverage the elasticity of the Finning network to minimize disruption during the ebbs and flows of our economic cycles. Education Experience: Minimum 10 years’ experience in process improvement Experience and skill set in working with a global organization Experience operating in a large complex changing environment Demonstrated leadership at senior levels Undergraduate and MBA degree is considered an asset En Finning, priorizamos la creación de un ambiente diverso e inclusivo. Estamos orgullosos de ser un empleador que ofrece igualdad de oportunidades y alentamos activamente a todas las personas a expresarse y alcanzar su máximo potencial. Como empresa, nos esforzamos continuamente por mejorar nuestra relación con personas de todos los orígenes e identidades. No discriminamos a los postulantes en función de su identidad de género, raza, origen nacional y étnico, religión, edad, orientación sexual, estado civil/familiar, y/o situación de discapacidad mental o física. Además, en Finning nos comprometemos a colaborar y proporcionar ajustes razonables a personas en situación de discapacidad. Si necesita algún ajuste o acompañamiento en alguna fase del proceso de reclutamiento y selección; por favor infórmelo a su reclutador. Sobre nosotros Finning es el distribuidor de Caterpillar más grande del mundo que ha entregado un servicio sin igual durante más de 80 años. La empresa vende, arrienda y proporciona repuestos y servicios para equipos y motores a clientes de varias industrias, incluida la minería, construcción, petróleo, forestal y una gran variedad de aplicaciones de sistema eléctricos. Finning da empleo a aproximadamente 14.500 personas en todo el mundo y opera en tres zonas geográficas, con la oficina principal en Vancouver, BC, Canadá. NUESTRAS DIVISIONES Finning International Inc. es la oficina central corporativa de la empresa que cotiza en la bolsa, la cual se encuentra en la lista de la Bolsa de Valores de Toronto bajo el código de: FTT. Finning Canada es el distribuidor autorizado de productos Caterpillar en Columbia Británica, Alberta, Saskatchewan, los Territorios del Noroeste, y una parte de Nunavut. Finning Sudamérica es el proveedor autorizado de productos Caterpillar en Chile, Argentina y Bolivia. Finning UK e Irlanda es el proveedor autorizado de productos Caterpillar en el Reino Unido e Irlanda. El arriendo de equipo se realiza a través de las ubicaciones de los proveedores así como también de The Cat Rental Store en Finning Canada y Finning Sudamérica. OEM Remanufacturing - OEM, una empresa de Finning, es uno de los proveedores de remanufacturados de componentes de transmisión y motor más avanzados de Norte América y se encuentra ubicado en Edmonton, Alberta.