Field Service planner

Company

Finning Canada

Number of Openings:
1. Worker Type:
Permanent.

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.

As a Field Service Planner, you will coordinate and manage the execution of field service activities, ensuring optimal resource utilisation and customer satisfaction.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…