Company: Finning CanadaNumber of Openings: 1Worker Type: PermanentPosition Overview: Director, Service Operations - Fort McKayLocation: Fort McKay, AB| Monday–Friday (5x2) | Full-Time, PermanentThis is a leadership opportunity at the intersection of operational excellence, customer trust, and frontline execution. As Director, Service Operations in Fort McKay, you will lead branch performance through high quality field and shop operations while building strong, long term customer relationships. You will set clear direction, champion safety and people development, and consistently model Finning’s commitment to service excellence.In this role, you will have direct influence over how work gets done, how teams are developed, and how customers experience Finning every day. You will lead a diverse and skilled workforce in a complex, high demand service environment, balancing operational priorities with customer expectations and financial performance. Your leadership will shape a culture of accountability, collaboration, and continuous improvement.This position offers meaningful scope, accountability, and visibility within the organization. For a leader who thrives in dynamic environments, enjoys being close to the operation, and is motivated by delivering results through people, this role presents an opportunity to make a lasting impact while advancing your leadership career with Finning.Job Description:Major Job Functions:Safety Leadership – lead, demonstrate and champion a healthy and safe work environment and culture for all branch employees, contractors and customers.Ensure that all safety practices and policies and compliance requirements are followed, employees hold and maintain the appropriate safety training required for their position, monthly spot audits are conducted and that at a minimum, safety TRIF and LTI targets are met, while always striving for zeroPeople Leadership – demonstrate clear and effective leadership to branch employees through role and responsibility guidance, performance management, coaching and mentoring and supporting growth, development and training opportunities.Provide quality, timely feedback to individuals through formal and informal conversations to support the performance management processDrives a positive, inclusive culture by actively engaging and partnering with employees at every level of the facilityResults and Financial Management – manage day-to-day branch operations, assets, finances including planning, managing and reporting of branch financial results, assets and facilities requirementsResponsible for reviewing the monthly metrics related to People, Quality, Velocity and Cost with branch employeesManage the successful execution of Finning’s Service Excellence Operational process and customer service commitment within the branchOwns successful execution on the customer contract (if applicable)Direct timely resolutions to customer issues and goodwill settlementsResponsible for investigating service eforms related to variances, service warranty and service re-doCreate annual budget, forecasting and review applicable contract management emails if requiredActively purse monies from CAT recoveriesResponsible for maximizing recovery of components from CAT and OEMAccountability:Accountable for ensuring the training of employees and check regularly to ensure they are using equipment properly and following safe work proceduresAccountable to understand the OH&S requirements for their worksite as well as apply the Finning (Canada) Health and Safety management system to aid in meeting these requirementsAccountable for creating quality career learning plans and performance objectives aligned with the business strategy and supported through the year with quality informal and formal conversations.Accountable for developing, maintaining and fostering a healthy relationship with the union and unionized employeesAccountable for working towards a Caterpillar 3 Star ratingAccountable for managing service trucks and National Safety Code (NSC) complianceDrive performance outcomes including:Safety: TRIF, near miss reporting, NSC compliance, engagement and performance planningQuality: NPS, service letter completion, labor recovery and variance managementVelocity: SWIP, accounts receivable, Last Labour to invoiceCost: service revenue, SG and A, gross profit, goodwillEducation & ExperienceMinimum 8-10+ years of progressive supervisory or leadership experience, preferably within a service, repair, or execution focused environmentStrong mechanical aptitude with the ability to expand technical expertise and applied operational knowledgeProven leadership capability, including coaching, mentoring, team development, performance management, and the application of Performance Improvement PlansStrong interpersonal, written, verbal, and presentation skills, with the ability to influence at all levels and build effective, trust-based relationshipsDemonstrated business and financial acumen, including strategic planning, budgeting, forecasting, and sound decision makingStrong analytical and problem-solving skills with the ability to balance operational priorities and customer expectationsThorough understanding of labor relations and grievance resolution processesComprehensive knowledge of service and parts operations, work order cycles, sales processes, warranty programs, and goodwill practicesDeep understanding of operational processes, industry challenges, best practices, and customer requirementsProven commitment to safety leadership, including completion of Leadership for Safety Excellence trainingSolid understanding of Finning policies and procedures, Customer Service Commitment, and Service Excellence Operating principles, or the demonstrated ability to acquire this knowledge quicklyPlease note:This role is based in Fort McKay, AlbertaFor the selected candidate, relocation support will be provided if you do not reside in the Fort McMurray area.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.
