Service Support Representative

Finning • Lethbridge, AB

12d • Onsite

About The Position

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.

Requirements

• 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 Haves

• Heavy Equipment Technician (HET) or similar technical training
• Experience in dealership or equipment service environments
• Project management training (PMP)

Responsibilities

• 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
• 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
• Work closely with service, sales, and support teams to deliver a strong customer experience
• Act as the “voice of the customer” internally

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed