Tony Hand
Red Deer,AB
Summary
- Experienced with providing exceptional service support and resolving customer inquiries. Utilizes effective communication and problem-solving skills to ensure client satisfaction.
- Offering blend of interpersonal skills and readiness to adapt and grow in service support environment. Brings ability to quickly learn company-specific systems and procedures. Ready to use and develop communication and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Service Support Representative
Finning Canada
01.2024 - 10.2024
- Main point of branch contact on complex 797 Haul truck rebuild project; coordinate between multiple vendors and trades to achieve designated timelines and targets.
- Main point of contact for internal and external stakeholders on new 793 OHT, D8 and D6 dozers, 320 - 395 excavator builds
- Facilitate production meetings for both internal and external stakeholders.
- Advise/notify management of potential risks and issues to completion times
- Work collaboratively with other support staff, technicians, Parts, management to maintain quality work
- Secure and co-ordinate with vendors
- Maintained detailed records of all customer interactions, facilitating effective follow-up communication when necessary to ensure complete issue resolution.
- Escalated complex or unresolved customer issues to appropriate management or technical teams for further investigation and resolution.
Service Support Advisor
Finning Canada
08.2022 - 01.2023
- Key contact between branches and customers on 797 Haul truck rebuild project; 793 NEP builds.
- Participate and facilitate production meetings to internal stakeholders.
- Coordinated escalations to appropriate management levels and departments
- Establish completion dates on multiple projects
- Managed high-priority cases, ensuring timely resolution and exceptional customer experience.
- Served as a key liaison between customers and internal teams, facilitating clear communication for successful problemsolving.
Lead Hand Welder Track Frames
Raptor Mining
03.2018 - 08.2022
- Leadhand welder in track frames department. Directly accountable for establishing repair scope, quotations, quality control, inspections, and timelines.
- Lead a crew of 4-6 journeyman and apprentice welders
- Oversee department in absence of supervisor. Guiding a crew of up to 12 welders and mechanics.
- Established clear expectations for performance standards within the team encouraging accountability among all members.
- Contributed to employee performance review meetings and disciplinary actions
Education
No Degree - Red Seal Journeyman Welder
Red Deer Polytechnic
Red Deer, None05-2010
Skills
- Microsoft Excel, Word, Powerpoint
- Proficient in Salesforce, Case Management,
- Risk analysis and forecast on projects
- Can collaborate respectfully with coworkers on issues; work toward resolutions
- Communicate honestly and openly with customers on project issues and risks
- Willingness to learn and listen to others; work as part of a team
Languages
English
Timeline
Service Support Representative
Finning Canada
01.2024 - 10.2024
Service Support Advisor
Finning Canada
08.2022 - 01.2023
Lead Hand Welder Track Frames
Raptor Mining
03.2018 - 08.2022
No Degree - Red Seal Journeyman Welder
Red Deer Polytechnic
Similar Profiles
Jason HarderJason Harder
Heavy Equipment Mechanic at Finning CanadaHeavy Equipment Mechanic at Finning Canada
MANMEET KAUR (Manny)MANMEET KAUR (Manny)
Service Support Administrator at Finning CanadaService Support Administrator at Finning Canada
Kelly SimmondsKelly Simmonds
Service Operation Support Administrator at Finning CanadaService Operation Support Administrator at Finning Canada