Customer Support Management Professional

This position is remote working; however, the worker may need access to the office occasionally for a meeting or to work with someone for training face-to-face in Lachine, Quebec.

• Must be bilingual in French and English

You will lead continuous improvement initiatives in the field work order management, tracking process and assist our Technicians in reviewing and closing out work orders for billing. This role will play a large part in keeping things moving and resolving problems. The role will manage the process, eliminate bottlenecks and support the day-to-day field operations as it relates to work order management.

Roles and Responsibilities:

Support field staff / FSS’s with work order management:

• Follow up and assist with part requests
• Review and collaborate with technicians on work order closures
• Validate entries and collaborate with the billing team upon completion

SPOT Turnover and Setup:

• Verifies customer information in SMS / SAP
• Ensures proper documentation is received, billing processes are followed
• Informs field of work order information, verifies schedule for delivery, communicates schedule to customer

SPOT Delivery:

• Ensures 100% completion of work in the field with field staff
• Finalizes work order to include all costs, work description, etc.
• Completes work order in FX (with input from the field team)
• Verifies the work order is closed and exported in SMS
• Ensures work order is flagged for export to the billing team
• Monitors billing reports and unbilled TM (with FSs / TECH) to ensure it processes and bills
• Corrects errors / answers billing questions if billing is hung up
• Verifies it moves to TM billed report and invoice amount is correct
• Sends invoices to customers as needed
• Follows up with customers (when needed) to ensure paperwork / invoice received
• Checks on satisfaction of job as needed
• Ensures cash collection and follows up on disputes as needed

Other items that need to occur – best in class observations:

Support our FSS leaders to minimize their involvement in the back-office process, redirect that time saved into customer and driving more opportunities.

YOU MUST HAVE:

• High School Diploma
• 2+ years experience with estimating / sales support

WE VALUE:

• Previous industry experience
• Previous technical / installation experience
• Good written and oral communication
• Ability to multitask in a fast-paced environment
• Strong organizational skills
• Ability to follow instructions and identify mistakes