Company: Finning Canada Number of Openings: 1 Worker Type: Permanent Position Overview: Location: Lethbridge, AB Schedule: Monday–Friday, 7:30 AM – 4:00 PM (in-office) About the Role We’re looking for a Service Support Representative to join our Customer Support Operations team in Lethbridge. This is a dynamic role that blends customer relationship management, technical coordination, and project management to ensure service and repair work is delivered efficiently, cost-effectively, and with an exceptional customer experience. You’ll act as the primary point of contact for customers, overseeing service requests from initial inquiry through to completion—ensuring clear communication, accurate estimates, and seamless execution. Job Description: What You’ll Do Customer Relationship Management Serve as the main contact for customer service and repair requests Troubleshoot issues via phone, email, or in person and recommend solutions (shop vs. field service) Prepare and present estimates and quotes; manage approvals and scope changes Provide proactive updates throughout the repair process Identify upsell opportunities and recommend value-driven solutions Follow up post-repair to ensure customer satisfaction Service & Project Coordination Define and document scope of work, timelines, and resource requirements Coordinate with service teams to ensure efficient execution of repairs Monitor progress, manage risks, and adjust plans as needed Lead communication across stakeholders to keep work on track Support job planning meetings and contribute to continuous improvement Collaboration Work closely with service, sales, and support teams to deliver a strong customer experience Act as the “voice of the customer” internally What You Bring 5–8 years of experience in service, parts, repair, or a technical environment Strong customer service and communication skills with a consultative approach Proven ability to manage multiple priorities in a fast-paced environment Solid problem-solving, negotiation, and decision-making skills Strong organizational and project management abilities Mechanical aptitude or familiarity with heavy equipment/service environments is an asset Proficiency in Microsoft Office (Excel, Word, etc.) Nice to have: Heavy Equipment Technician (HET) or similar technical training Experience in dealership or equipment service environments Project management training (PMP) Why Join Consistent Monday–Friday daytime schedule Opportunity to work in a collaborative, customer-focused environment A role where you can directly impact customer experience and operational success If you’re someone who thrives on problem-solving, enjoys working with customers, and can bring structure and clarity to complex service work—we’d love 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. 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.