Field Service planner

Company:

Finning Canada

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.
If you thrive in a fast-paced environment, enjoy solving problems, and can balance multiple priorities while building strong relationships, we'd love to hear from you.

Job Description:

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

Required 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.
• 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

If you're passionate about customer service, planning complex service work, and helping deliver exceptional equipment support, we'd like to hear from you.

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.