About the job
Responsibilities
- Provide technical support, Level 2 / 3, for DRS solutions, including CompuSafe,
- Train and educate Sales and Operations teams on DRS technical solution and support model.
- Support customer engagements, as technical SME, providing overview of DRS solution to drive business opportunities,
- Support internal branch engagement & training, as technical SME, providing overview of DRS solution to drive adoption to servicing new products in the field.
- Provide on-site customer support to resolve technical issues, including training as required,
- Engage third party suppliers, to onboard new products, including providing training and documentation,
- Collaborate with third party suppliers to resolve technical issues,
- Liaison with Global product development teams, testing innovative solutions and integration into the Canadian business model,
- Create and maintain DRS process and training documentation for Level 1 / 2 support,
- Support Service Delivery Leadership, to drive process adoption and adherence across key controls,
- Maintain communications between client and vendors, for the purpose of scheduling activity site inspections, installs, training, etc.
- Make periodic checks on the schedule to ensure vendors and activation teams are acting in accordance with requirements and timelines of the specific activity,
- Manage AAN process including generation, sign-off, ordering and tracking.
- Promote and conduct knowledge sharing of digital / e-commerce services and products to sales teams, internal and external customers.
- Deliver and execute engagement schedule and cadence with local and global IT DRS teams for regular and continual touch points for training and knowledge sharing.
Must Have Qualifications
- 2 or more years in a sales support role, sales solutions specialist / technical specialist role. In lieu of a specified education and experience requirements, a proven capability to perform the essential functions of the job as demonstrated by an equivalent combination of education, training, and / or relevant work experience may be considered
- High school diploma
- Bachelor's degree preferred.
- Excellent troubleshooting abilities
- Effective communication skills, both verbal and written
- Keen interest in technological development and advancements
- Ability to suggest process improvements
- Strong presentation skills (face to face, webinars, video) with the ability to present to small or large groups of customers and sales representatives
- Continuous Improvement
- Demonstrated ability to work in high paced and changing environments
- Travel - Canada & US - 10- 20%
Nice to Have Qualifications
Bilingual in French and English (both verbal and written)
Qualifications
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