Install Management Specialist - Jobs in Fredericton, NB

Job Description

Position Overview: *We are looking for an Install Management Specialist to join the Control Centre team in either Cornwall, ON, Woodstock or Fredericton, NB. The Control Center Install Management Specialist provides back office support for our Dealers and Field Technicians. The objective of an Install Management Specialist is to work closely with our partners to ensure orders are scheduled and executed within the key performance metrics set by Xplore as well as a timeframe that is acceptable to our customers. They also act as a single point of contact for Non-Technical inquiries and provide coaching on how to best use our systems to track order from inception to completion. They work hand in hand with the District Operations Managers to ensure, escalate and voice concerns about performance of our channel from a cycle time and quality perspective. The IM Team also works in partnership with the Field Service Scheduling team, to ensure that capacity calendars are up to date, and identify and escalate all capacity coverage concerns.The Install Management Specialist may also assist with dealer compensation, maintaining the dispatch log as well as corresponding with internal/external customers on a regular basis. Install Managements Specialists may also be asked on occasion to represent the Control Center/IM team on various projects, as well as be trained as a Subject Matter Expert for new programs and applications as applicable.Key responsibilities include:

• Work Order/Territory/Calendar Management: Work with dealers to keep work orders and notes updated to make sure customers can/are scheduled working with our FSL Scheduling team, in proper SLA timeline. Making sure District Operations Managers are in the loop about any possible performance issues or gaps in territory coverage. Working with team lead, manager and DOM’s to help build trips to remote areas, and optimize routing when applicable.
• Case Management: Work as a team to tackle both monthly assigned queue, and district specific cases that are escalated to our team for resolution for both new and existing customers. Making customer calls to verify or request information, and to resolve as quickly as possible.
• Escalation Management: Reassignment: Complete/ administer reassignment activity for Dealers as confirmed by the District Operations Manager and FSL GANTT as applicable. Dealer Declines: Monitor and reallocate declined work orders by Dealer channel to mitigate impact to customer satisfaction and cycle time. Opportunity Follow-Ups: Receive customer transfers from Inside Sales to follow up on Opportunities with either no Dealer contact or missed. Inquire with dealer and call customer back for resolution.
• Capacity: Contact Dealers to understand available capacity and territory updates and escalating to District Operations Managers as gaps are established. Responsible for keeping track and loading capacity calendar and updating as required in both IM calendar and Field Service Lightning for availability and vacations etc. Working with the scheduling team to make sure all Field Technician (internal and external) availability is up to date.
• Projects: Work with Network, DSG, Marketing, and Campaigns to help assign work for projects. Working with the District Operations Managers to establish capacity and availability for conversions, shutdowns, optimizations etc. Also working with our internal team to be the SME and/or representative on multiple projects and helping to implement into our systems and daily tasks. I.e.: Dealer live chat, FSL, CCINET etc. Collaborating with the Scheduling team and Channel Support teams regarding scheduling processes and new initiatives.
• Dealer Complaints: Review and validate Dealer complaints, and escalate to District Operations Managers for proper coaching, and resolution.

The ideal candidate will possess:

• **Bilingualism in English and French is a strong asset.
• Excellent communication skills – both written and oral.
• Strong time management, organizational skills and ability to multi-task.
• Ability to work with minimal supervision.
• Attention to detail with high sense of urgency.
• Ability to resolve problems/issues in a prompt and efficient manner.
• Flexibility and ability to adjust schedule when needed in order to accommodate business needs when required.
• Proficiency in Salesforce.
• Demonstration of solid knowledge of Outlook and Excel programs
• Previous contact centre, administrative support experience in fast-paced environments a strong asset.

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.Xplore Inc. offers a competitive compensation package with excellent company benefits, including matched participation in a group RRSP and a comprehensive health and dental plan.Condition of employment:As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.Company Overview:Xplore Inc. is Canada’s Fibre and 5G broadband company for rural living. Founded in Woodstock, New Brunswick, Xplore has become one of the country’s largest facilities-based telecommunications providers for residential and business customers. Xplore is committed to the relentless pursuit of an improved broadband experience for Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.Quick Apply

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