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Bilingual Technical Service Leader

Rogers


Location:
Montreal Quebec
Date:
17 Jul 2017
2017-07-172017-08-15
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Rogers
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Job Details

Bilingual Technical Service Leader

Bilingual Technical Service Leader

Date: Jul 9, 2017

Location: Montreal, QC, CA, H5A 1K3

Every day, we strive to build a brilliant digital future for Canadians. We work as one team, with one goal –serve our customers better.
 

The Technical Service Lead is singularly accountable to deliver technology specific onboarding experience and support revenue generation as rapidly as possible.  They are responsible and accountable for managing customer relationships, with existing and net new customers, with the goal of providing an exceptional customer experience throughout the customer’s onboarding lifecycle. 

Key responsibilities include leading technology specific implementation of new products and services, including Project (Customer Order) management, process improvement, reporting, and metrics and to provide support across all product types.

 Responsibilities

  • Deliver an exceptional on-boarding experience to each existing or new customer, that results in a rapid implementation effort and a satisfied customer
  • Lead the identification, definition, planning and roll-out of the implementation of the managed as-a-service new product onboarding process for Wi-Fi or Data Centre & Cloud or Unified communication
  • Deliver services as ordered by the customer through the Order Management Process Functions such as engaging sub-teams, order entry and tracking, regular status updates and bill reviews
  • Summarize data analysis and findings, clearly identifying the customer detailed requirements
  • Provide subject matter expertise across the Wi-Fi or Data Centre & Cloud or  Unified communication & collaboration product suite, business pricing and specific account requirements being implemented
  • Create and deliver reporting and metrics
  • Responsible for the onboarding service incubation for the Wi-Fi or Data Centre & Cloud or Unified communication & collaboration(UCC) managed services and products
  • Create clear and attainable onboarding project objectives
  • Pull various reports from a suite of reporting tools to identify gaps/risks between customer requirements and existing account details
  • Own communication to the customer through kick-off and status update calls at each onboarding milestone
  • Proactively identify potential issues, devise contingency plan and set customer expectations
  • Responsible for escalation management and expedited service delivery
  • Track onboarding and order fulfillment milestones and deliverables
  • Manage customer concerns and mitigate potential escalations throughout the customer’s onboarding lifecycle
  • Lead technology-specific process improvement as required
  • Ability to work flexible weekdays and hours as required

 

Essential Skills

  • Demonstrated strong project management and customer relationship focus with a drive to over-deliver, impress and build trust
  • Intensive focus on customer needs in defining, analyzing, and interpreting customer requirements and retrieving accurate information/reporting from various data sources
  • A desire to work in a dynamic environment and an ability to prioritize his/her own actions
  • A proven ability to communicate clearly, both orally and verbally, with customers, peers, and supervisors 
  • Proven ability to work under pressure, adapt to changing environment, solid multi-tasking, prioritization, and time management skills.
  • Negotiate skillfully and diplomatically and securing mutual agreement
  • React to implementation adjustments and alterations promptly and efficiently
  • Attention to detail, in particular as it relates to compliance and accuracy of data
  • Well-developed communication and presentation skills
  • A positive attitude with a desire to constantly improve
  • Bilingualism (English & French)

 

 Experience and Technical Skills

  • Experience in, and technical knowledge of Wi-Fi or Data Centre & Cloud or Unified communication & collaboration(UCC) technical solutions in a customer facing environment
  • Demonstrated experience in project management or implementing process improvement methodologies, process audit, and quality controls
  • Demonstrated ability to assess technical challenges and to develop a cohesive solution to those challenges
  • A solid understanding of the Wi-Fi or Data Centre & Cloud or Unified communication & collaboration (UCC) technologies and networking, and a proven track record of implementing process solutions in a managed services environment. 
  • Comprehensive knowledge of Rogers Corporate Business products and services
  • Advanced  proficiency with MS Excel and other MS Office applications 

 

Education / Professional Courses

  • Completion of a college diploma or university degree with courses in network design, systems analysis, design, logic analysis, programming languages, systems development, data management, business analytics, and project management or equivalent experience
  • Industry recognized certifications in network technologies (such as CCNA, CCDA, CCIE, CCNP, CompTIA Network+) are an asset
  • Expertise and/or certification in process design(Six Sigma, BPM, CPDE)  
  • Strong understanding of Project management(PMP) or ITIL and ITSM
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 800, Gauchetiere O, Bureau 4000 (189), Montreal, QC 
Travel Requirements: Up to 10%
Posting Category/Function: Project Management & Information Technology
Requisition ID: 100346
 
WHY ROGERS?
 
As a proud Canadian company, we're dedicated to making things easier for our customers. We’ve been embracing and leading change for over 50-years, and we’ll continue to seek out new opportunities to bring our customers simple solutions for today and tomorrow.
 
At Rogers, we recognize that success is determined by the strength and diversity of our people. We work together because we want to win together, and these five shared values guide and define our work:
 
  1. Simplify and innovate
  2. Take ownership of the what and the how
  3. Equip people to succeed
  4. Execute with discipline and pride
  5. Talk straight, build trust, and over deliver
 
Why Rogers? Because we believe the best is yet to come.
 
We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You can also reach out to our team at RogersRecruiting@rci.rogers.com to begin a conversation about your individual accessibility needs throughout the hiring process.
 
Posting Notes:  Corporate || Canada (CA) || QC || Montreal || SF:LI ||

 




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