Service Performance Specialist (Grande Prairie)

Finning Canada is looking to hire a permanent, full‑time Service Performance Specialist who will support the delivery of Operational and OP‑X Performance initiatives that drive service process standardization across the business. The role focuses on improving facility Key Performance Indicators (KPIs) while ensuring consistent application of standardized service practices.

Key Responsibilities

Partner and collaborate with service facilities to implement tools, initiatives, and strategies that enable effective governance, standardization, and performance of service processes, policies, and procedures.

Support the adoption of standard service processes, gather process improvement feedback, and identify and close gaps in service knowledge and execution, ensuring Service Excellence and an exceptional Customer Experience.

Lead process sustainment/management engagements and projects using problem‑solving and improvement techniques, methodologies, and project‑management tools.

Deliver workshops, develop plans and approaches, and execute strategies to improve service processes, eliminate waste, enable the organization to become nimble and more responsive to improve customer and employee experience.

Interact with facility leadership and frontline teams, analyze business requirements, and conduct gap analyses through thoughtful questioning and documentation of detailed business requirements (user stories and epics).

Provide support to ensure processes are properly captured for targeted service processes and support operational‑excellence improvement projects, initiatives and strategies, presenting cost, resource, efficiency, and process variances and issues.

Work with Service Applications Support to improve service processes through technology and systems resources (e.g., coaching aids, job aids).

Coach operational teams to embed and monitor Service Excellence principles across regional service operations.

Implement standard service processes, provide front‑line coaching, and capture process‑improvement feedback.

Facilitate branch assessments to identify and close gaps, partnering with leadership and frontline teams to achieve Service Excellence using change‑management strategies.

Monitor and review service models, leading changes and improvements to refine standards driving continuous improvement.

Provide timely and accurate completion of assessments, reporting and initiatives; recommend action plans with service leadership.

Report to regional management and Service Transformation on project plans, updates and milestone achievements; collaborate with operational partners to implement continuous‑improvement activities.

Represent the company professionally and ethically while maintaining confidentiality and effective relationships with internal departments and staff.

Required Qualifications

3–5 years of service operations background focused on operations, project management, and leadership.

1–2 years of proven experience in Project Management and/or Continuous Improvement.

Proven experience collaborating and influencing service and operational teams without authority.

Experience with dealership or heavy‑equipment industry preferred.

Undergraduate degree; Project Management certificate and/or Business Analyst certificate considered an asset.

Working knowledge of Service Excellence Program, Operational KPIs, risk awareness, warranty, and goodwill.

Experience operating in a large complex and changing environment.

Desired Skills&Attributes

Strong project‑management and process‑improvement skills; excellent organizational and planning abilities.

Excellent interpersonal and communication skills; ability to influence at all levels and stages.

Positive, customer‑centric approach to problem solving with creativity and innovation.

Commercial and financial savvy with a results orientation.

Adaptability and flexibility in a fast‑paced environment.

Ability to work and communicate remotely with virtual stakeholders.

Strong presentation skills and motivation for change and change‑management aptitude.

Finning Canada is an equal‑opportunity employer. We do not discriminate against applicants based on gender identity, race, national or ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. We are committed to providing reasonable accommodations for individualswith disabilities during the recruitment process. If you require an adjustment or accommodation at any point, please inform your recruiter.

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