Product Support Specialist

Finning•Edmonton, AB

1d•Hybrid

About The Position

The Product Support Specialist plays a critical role in executing the product support strategy for our mining customers. In this hybrid position, you will build strong partnerships with external customer contacts and internal support teams to ensure Finning delivers best‑in‑class product support solutions. A key responsibility of this role is leveraging strong Excel and data analysis skills to support component forecasting by reviewing equipment and component data, identifying trends, and translating insights into clear, actionable recommendations on which machines and components need to be addressed. Your efforts will focus on maximizing customer fleet productivity and uptime through proactive, data‑driven solutions. Additionally, you will work to grow Finning’s parts and service market share by developing profitable, long‑term product support solutions in close collaboration with internal teams and Caterpillar.

Requirements

Minimum of 3+ years of client‑facing experience managing large, complex customer accounts, preferably within mining, heavy equipment, or industrial environments.
Advanced proficiency with Microsoft Office applications, with particular strength in MS Excel, including analyzing large data sets, identifying trends, and translating data into clear, actionable recommendations.
Demonstrated experience with component forecasting, including reviewing equipment and component data to proactively identify machines and components that require attention.
Familiarity with CRM tools and systems to support customer relationship management and opportunity tracking.
Proven problem‑solving ability, with a track record of independently managing initiatives and delivering results across all project phases with minimal supervision.
Exceptional interpersonal and communication skills, with the ability to address sensitive issues, influence outcomes, and collaborate effectively with stakeholders both inside and outside the business unit.
Solid understanding of best practices related to mining equipment operation, maintenance, and lifecycle management.
Sound business acumen, including an understanding of support systems as well as credit and financing practices.

Nice To Haves

Strong parts and service background is considered a significant asset.
Automotive or heavy equipment experience, or demonstrated mechanical and equipment systems knowledge, is highly desirable.

Responsibilities

Manage the successful execution of assigned product support business for your mining accounts.
Ensuring a strong focus on parts’ customer satisfaction (relationship building & strengthening, retention).
Direct timely resolutions to customer issues.
Maintain accurate and updated customer data, including equipment populations, equipment hours, and contacts.
Leverage customer and Finning data to develop short and long-range parts and component forecasts and partner with the customer to validate.
Develop and prepare, supported by internal marketing support teams, customer quotes, proposals and responses to product support RFP/RFQ.
Attend weekly customer scheduling meetings (planning meetings, parts meetings, etc.)
Lead monthly meetings with your assigned customer base with documented actions.
Proactively manage fleet components with the use of component management tools.
Contractual product support requirements and Customer Value Agreements.
Ability to connect and build trust with others, internally and externally, with the appropriate influence and ability to resolve differences at Finning, Caterpillar, and customer operational levels.