Customer Support Management Professional

Join a team recognized for leadership, innovation and diversity

NAM SPOT Coordinator

You will be responsible to drive SPOT (Service Performed One Time) growth within the business through direct involvement in the quoting, delivery, billing, and reporting processes for Reactive Quoted Work (RQ). You will have day to day interaction with key members of the service team (FSPs, FSS, SBL, RGM), customers, and suppliers. You will lead continuous improvement initiatives including enhanced use of estimating and mobile tools for digitization.

Our customers value our ability to deliver quotes quickly and efficiently as part of our service delivery.

Key focus areas:

Spot Quoting

• Support Field Service Professionals (FSP), Field Service Supervisor's (FSS) with proposal generation for medium-high complex opportunities.
• Obtain parts/subcontractor/special pricing as required
• Creates SPOT quotes in quoting system (Salesforce and CPQ), and prepares estimate for approval (with input from field)
• Generate proposal for review and approval (with input from field)
• Sends proposal to customer and follows up for feedback and their approval / order to proceed

SPOT Delivery

• Customer setup (if new) including verification of customer information in SAP/SMS
• Books RQ as needed (Ensures proper assigned to, customer name, scope, and PO is entered)
• Ensures proper documentation is received, COI/SOV's/Signed Documents are returned.
• Generates work order through BSC and dispatch.
• Informs field of work order information, verifies schedule for delivery, communicates schedule to customer.
• Orders, receives, and coordinates all material for the job
• Issues PO's, mobilizes, schedules subcontractors (w/ input from field)
• Tracks progress of open RQs in SMS (tracking orders, scheduling delays, invoicing activity, etc.).
• For larger or quoted SPOT jobs, liaise with administration team to complete progress billing.
• Ensures 100% completion of work in the field with field staff.
• Verifies the work order is closed and exported in SMS.

SPOT Close Out and Billing

• Ensures all material/sub/other costs are processed and transacted to the job (including follow up with suppliers to ensure costs are correctly captured)
• Monitors billing reports and unbilled to ensure the job has been correctly processed and billed.
• Sends invoices to customer as needed.
• Follows up with customer (when needed) to ensure paperwork/invoice received.
• Checks on satisfaction of job as needed.
• Ensures cash collection and follows up on disputes as needed.

Financial Reporting

• Report monthly performance of team for spot work including unbilled
• Complete job forecasting (if required) and overall job monitored for cost against the estimate
• Escalate items as needed to FSS / SBL if not tracking to target or estimate.

Work Digitization

• Promote and enhance CPQ adoption and use of CPQ mobile across the teams
• Support implementation of additional work digitization activities and act as local champion for these initiatives

Must-Have:

• High School Diploma.
• 3 years of work experience in a professional business environment.
• Excellent computer skills, including proficiency in MS Office (Word, Excel, and PowerPoint).

We Value:

• Bachelor's degree highly valued.
• Good written and oral communication with strong attention to detail.
• Basic project management skills, including task prioritization, scheduling, cost management, and reporting.
• Ability to follow instructions and identify opportunities for improvement.
• Previous industry experience.
• Previous technical/installation experience.
• Previous customer service experience.
• Bachelor's degree or technical/professional certificate.
• Good presentation skills.
• Internal sales or account management experience.

Additional Information

• JOB ID: HRD226753
• Category: Customer Experience
• Location: 85 Enterprise Blvd., Suite 100,Markham,Ontario,L6G 0B5,Canada
• Nonexempt