Sr Customer Support Manager/System Manager
New
J
JobgetherPublic safety communications
This is a remote role for professionals based in QuebecFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- Strong English and French communication skills are ideally preferred for supporting bilingual responsibilities.
- Experience
- At least 3 years of experience in one or more relevant areas
- Required Skills
- OracleMicrosoft OfficeGoogle Workspace
Requirements
- At least 3 years of experience in one or more relevant areas, including lifecycle services, account management, customer service, sales, systems implementation, integration, LMR sales or engineering, customer support, project management, public safety, military services, or technical services sales.
- Strong interpersonal communication and presentation skills for building relationships with internal and external stakeholders.
- Commercial awareness and ability to develop existing accounts and identify business opportunities.
- Proficiency with Microsoft Office and Google Workspace.
- Understanding of ITIL processes and service management principles.
- Working knowledge of customer call center and Network Operations Center offerings and procedures.
- Ability to communicate effectively with customer IT personnel about WLAN and wired infrastructure.
- Familiarity with Oracle, service lifecycle tools, and distributed telecommunications systems.
- Strong analytical, problem-solving, and organizational skills, including managing multiple priorities.
- Must reside in Quebec, Canada.
- Ability and willingness to travel throughout the designated region approximately 25–50% of the time.
- Ability to obtain the background clearance required by government customers.
- Strong English and French communication skills are ideally preferred for supporting bilingual responsibilities.
Responsibilities
- Serve as a primary customer contact and coordinate service delivery against contractual Service Level Agreements.
- Address customer concerns, coordinate corrective actions, and drive issues through resolution.
- Manage contracted service scope, customer responsibilities, subcontractor deliverables, and vendor performance.
- Prepare timely customer reports and maintain accurate operational and contract documentation.
- Coordinate contract loading, renewals, change orders, and approved changes with national support and program management teams.
- Develop Customer Support Plans and support transitions from project implementation through warranty and ongoing service delivery.
- Create Statements of Work and manage installation agreements, purchase orders, and related contract documents.
- Identify process improvements and work with customers on up-sell and cross-sell opportunities.
- Contribute to revenue and margin forecasting and support contract renewal and services growth objectives.
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