Service Planner

At SMS Equipment, the Service Planner will be responsible for organizing, planning and supporting the technical functions related to the management of service work orders. This position is located in Baie-Comeau.

Responsibilities include, but are not limited to :

Organize, plan and support technical functions related to service work order management

• Complete service quotations (part and service) in accordance with supervisor's requests (road or workshop);
• Preparation of service estimates (part and service);
• Analysis of service anomaly reports and work planning;
• Route planning in remote areas;
• Route planning for resident technicians;
• Planning of work schedules for sales department new and used machine preparations.

Plan and supervise the administration of warranty claims according to the terms of each manufacturer's policy and distribution agreement in collaboration with supervisors.

• Validate warranty documentation and ensure compliance;
• Participate in follow-up with central departments regarding the administration of warranty claims, to ensure prompt resolution;
• Follow-up with mechanics and technicians to submit warranty claims;
• Communicate information and administrative process to department managers;
• Maintain the shop's work chart with each opening and closing of work orders, and rigorously follow up on related bids.

Prepare and communicate management reports on technical service operations

• Perform quotations in eXtend software;
• Analyze the work-in-progress (WIP) register and follow up on outstanding files with the department manager to ensure closure;
• Participate in the management of work orders and customer invoicing;
• Analysis of FAF-type CE and its relevance to the machine population on the territory;
• Planning of preventive interventions with road and workshop supervisors;
• Analyze abnormal oil sample reports received and plan preventive actions with supervisors.
• Ensure compliance with safety standards. Ensure that health and safety management practices are an integral part of operations management, and ensure proper follow-up of work-related accidents in collaboration with the department manager;
• Follow up on insurance files;
• Participate in daily safety meetings and follow up with the department manager.

Work order management

• Open work orders in eXtend software for shop, road service, equipment warranties and parts;
• Manage WIP report with supervisor and manager;
• Ensure accurate data collection to open work orders and quality management;
• Maintain the shop's work chart each time work orders are opened and closed, and rigorously follow up on related bids;
• Analyze contentious work orders in collaboration with supervisors.

Any other duties as requested by supervisor

• Issue order numbers to various suppliers and receive invoices;
• Manage, in collaboration with supervisors, the purchase of tools and other equipment for the workshop and mechanics;
• Basic resource for computer problems;
• Human resources support (welcoming new employees, access requests, vacation follow-up, time banks, etc.);
• Resolve invoice problems (payment follow-up with suppliers);
• Coordinate year-end (archives);
• Follow-up on service agreements and Care;
• Perform all other related tasks as requested by Management;
• Fill in for the coordination position when necessary;
• Follow-up on insurance files.

Qualifications :

The successful candidate must have a high school or college diploma, or equivalent work experience;

Other requirements include

• 3 to 4 years experience in technical service operations, administration or payroll;
• Mechanical experience (an asset);
• Attention to detail and availability;
• Team spirit and coaching skills;
• Experience in contract/project management and customer service;
• Experience in management reporting and service administration;
• Adaptability, ability to multi-task in a fast-paced environment;
• Proficiency in Microsoft Office applications (Outlook, Word, Excel etc.).

Applications will be received until a suitable candidate has been hired.

At SMS Equipment, safety is one of our values and we care for each other, without exception. Our successful candidate is intrinsically motivated and committed to making safe choices, when completing all tasks.

We thank all applicants for their interest, however only those selected for interview will be contacted.

SMS Equipment offers rewarding careers in the heavy equipment industry across Canada. As the largest Komatsu dealer in North America, SMS Equipment gives you the opportunity to represent world-class quality in our product offerings and customer service. A few of the many benefits of working with SMS Equipment include: competitive wages, comprehensive group benefits plan, and RRSP matching.

We subscribe to the principle of employment equity and apply an equal access employment program for women, aboriginals, visible minorities, ethnic minorities, and people with disabilities.