Senior Coordinator, Dispatch - Hybrid

As the Senior Coordinator, Territory Management (Service Dispatch), you will be the primary backup for technical teams, in any region, when coverage is necessary. You will review the day-to-day tasks and activities of Territory Management Coordinators, assessing the service dispatch database and ensuring all Service Level Agreements are regularly met. You will also be responsible for creating reports on a daily, weekly and monthly basis and provide training and coaching to new employees on the Dispatch team

Key Responsibilities:

• Support all Territory Management Coordinators when required and act as the primary backup for Technical teams, in any region, when coverage is necessary. Ensure that all Coordinator, Territory Management responsibilities are carried out when supporting the field.
• Regularly review the service dispatch database in order to maximize field service efficiency by ensuring Territory Management Coordinators accomplish daily, weekly and monthly tasks as outlined in the Scheduler’s Handbook in order to meet all applicable Service Level Agreements
• Create daily, weekly and monthly reports that measure the various Service Level Agreement achievements and provide information to management
• Create Post-Field Service Reports for the PPS equipment field service teams, in order to give Canon a service history for customers and equipment (average 110 per week)
• Train new employees and assist with the ongoing coaching and development of existing employees.
• Respond to customer calls when required in order to support the team

To Succeed, You Will Need:   

• Fully bilingual French and English is required
• High school education is required. Post-secondary is preferred
• Minimum of 3 years of related work experience is required
• Intermediate time management/multi-tasking skills are required to balance service workloads, maintain service times, and respond to all texts
• Intermediate analytical skills are required to review calls, balance Technician assignments, evaluate issues, and ensure service efficiency
• Intermediate project/process management skills required to understand all service processes and policies, evaluate specific situations, and apply the proper process to ensure consistency
• Intermediate experience with S21DS, SharePoint, and FSRMA
• Basic computer/technical skills are required to enter data in Excel
• Basic equipment operation skills are required to discuss equipment and/or software solutions with customers

Why Join?

HYBRID WORK

• This position offers a Hybrid work schedule. You will be required to be in the office Mondays, Wednesdays and Thursdays each week, with the ability to work from home for the remainder of the week (subject to specific business needs requiring office attendance)
• When working from home, a reliable internet connection is required. Remote work is supported with cloud-based applications and collaboration tools.

BENEFITS

• Comprehensive health coverage plan that includes medical, dental and vision
• Life insurance, disability and wellness programs
• Vacation, Paid Personal Time and Sick days
• Matching RRSP Contribution & Profit-Sharing Program
• Tuition Assistance Program for Professional Continuing Education
• Discounts on Canon products, retailers, memberships and more!

EMPLOYEE PERKS

• Free coffee and snacks
• On-site cafeteria and outdoor patio
• Employee gym and fitness centre
• Employee referral program
• Inspire Program, online peer-to-peer recognition for redeemable points on hundreds of products.
• Community involvement
• Employee Appreciation Events

• One (1) current vacancy exist.   
• Canon Canada Inc. is committed to transparent and fair compensation and job postings. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.
• Compensation Range: $47,700 – $55,000 annually.