Expertech Network Installation is a major network infrastructure service provider for the wireline and wireless broadband technology market and employs over 1,600 experts: managers, technicians and administrative staff in Quebec and Ontario.
The Expertech team is responsible for provisioning Bell Canada’s network, ensuring the job is completed on time, within budget, and to the customer’s quality standards. Expertech is Bell’s single point of contact in meeting their customer provisioning service needs while adding value through an experienced and dedicated workforce.
Expertech’s highly skilled professional and technical staff, combined with the constant drive to innovate and improve our processes, enables Expertech to present superior solutions to Bell and Bell Aliant customers.
PURPOSE AND SCOPE ACCOUNTABILITIES
Under general direction, accountable for managing, organizing and coaching employees to perform administrative duties, which entail tracking the flow of job information between the customer and Operations managers and managing load based on capacity and due dates. Coach on work execution and problem solving; establish training needs and improvement plans. Review and analyze various internal reports, and engineering plans from internal/external customers. Works with Operations managers and customer representatives to ensure smooth and efficient project implementation and documentation. Interface with customers and internal employees on a daily basis.
MAJOR ACCOUNTABILITIES
Duties and responsibilities may include but are not limited to:
• Analyze the workload forecast from our customer.
• Develop short term and long term plans to manage load based on capacity to manage customer due dates.
• Assess the subcontracting needs considering our internal capacity and the workload forecast of our customer.
• Develop a good relationship with employees, contractors, and internal/external customers. Strong project management skills and a customer focused approach.
• Monitor the billing of subcontractors with rigor.
• Provide coaching, leadership, training and direction to the Customer Service Center associates on work execution and problem solving and establish improvement plans when required.
• Demonstrate Leadership Attributes – Execute with Passion for Our Customer and Our People, Challengethe Status Quo, Demonstrate Confidence in Self and Others, Listen Actively and Speak Plainly, and Readily Accept Accountability.
• Demonstrated ability to identify roadblocks and resolve difficult issues frequently and efficiently Escalate the unresolved issues when required.
• Demonstrated ability to manage and schedule projects and employees using SAP
• Experience with financial tracking from a team profitability point of view.
• Maintain and develop quality standards and contribute to continuous improvement
• Verify and approve the associates’ time reporting
• Review/analyze financial and scheduling reports, tenders, engineering plans, specifications, and work schedules
• Ensure proper flow of job (billing, scheduling, material ordering, roadblocks) information between the construction/installation managers and internal/external customers
• Monitor and accurately manage, expenses and budget for the team
• Analyze and report on team results
• Read plans and quotes
• May perform other duties as required.
REQUIRED QUALIFICATIONS AND EXPERIENCE
Educational Level Required:
• University Degree or College diploma in business/technology (focusing on telecommunications) and/or equivalent experience
Specific Experience:
• Excellent communication and presentation skills (verbal & written)
• Full understanding of organization’s product and service offerings
• Understanding of financial concepts
• Knowledge of Health and Safety practices and legislation
• Customer Relationship Management (CRM) skills
• 3 - 5 years in the field or related area of customer service center
• Previous management experience in a unionized environment would be an asset
TECHNICAL KNOWLEDGE
Computer Knowledge:
Microsoft Office Suite: Word, Excel, Outlook and Access
Business Systems: (i.e. SAP)
Presentation: (i.e. PowerPoint)
Internet and Email
BCE:WKP
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Ontario : Etobicoke
Application Deadline: 02/13/2015
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Please note that the only information related to Performance Management Process (PMP) that should be included on your resume or cover letter is your current rating (Exceeds, Meets etc.). A more detailed copy of your PMP may be requested at a later date.
Expertech has a diverse workforce and is an equal opportunity employer.
Created: Canada, ON, Etobicoke