Associate, Services Contract

Ciena; Canada; Remote; CAD 50,000 - 81,000; Full time

Job summary

A leading technology company in Canada is seeking an Associate for Services Contract Entitlement & Quoting Management. The role involves managing customer warranty and service entitlements, creating quotations for sales, and ensuring accurate maintenance support. The ideal candidate has 4-6 years of experience in services operations, strong communication skills, and the ability to work independently. Attractive compensation and benefits package offered.

Benefits

Comprehensive benefits package

401(K) with company matching

Employee Stock Purchase Program

Qualifications

• 4 - 6 years of experience in services operations, quotations, or commercial approvals.
• Ability to work independently and prioritize activities.
• Comfortable working in a global organization.

Responsibilities

• Manage setting up and managing customer standard warranty and services entitlement.
• Ensure customer receives the right level of maintenance support.
• Create renewal quotations for sales review.

Skills

Self-motivated

Excellent interpersonal skills

Problem-solving

Communication skills

Education

Bachelor's degree in any field

Tools

MS Office

Job description

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

Associate, Services Contract Entitlement & Quoting Management (Global Services)

How You Will Contribute:

Reporting to Sr. Manager, Service Business Center, as the Associate, Services Contract Entitlement, you will manage setting up and managing Ciena CGSI customers standard warranty, Services entitlement and renewal quotation to ensure that a customer receive the right level of maintenance support as detailed in their contracts.

• Independently works on Project/problems & apply professional judgment
• Demonstrate increased professional knowledge on business processes & Ciena applications.
• Ensure orders booked at regular interval have complete details filled in purchase order management tool on SharePoint
• Build the install base details and support options with use of details given in contract framework.
• Contact Customer success advocates/Sales/legal team if need clarification on an order.
• Correctly capture customer name, country, dates, price & other key details in the service contract.
• Check and verify that the information matrix of products and support match the PO and quote/proposal and supply the right level of detail to ensure complete and correct entitlement.
• Evaluate all in-flight projects for partial shipments and customer acceptance. Input the information to the contract entitlement process for enabling support.
• Send activation/renewal alerts according to the defined compliance statements to ensure correct and prompt service initiation and purchase order invoicing.
• Create renewal quotation at the defined period by Renewal Quotes process to submit to Sales for review.
• Ensure adherence to Ciena’s Opportunity Management Process
• Independently plan & manage the daily routine ensuring On Time Completion
• Interact with IT support on application issues & consult other business processes for correction if needed
• Add new customers in the system on time and ensure they have access to Ciena’s portal.
• Create relationship in the system between Partner-reseller/Partner-Service with an end customer
• Collaborate closely with the functional teams to provide them information about any customer service profile or customer shipment data.
• Make corrections on entitlement data to rectify the error, if any.
• Supply ad hoc reports and analysis as needed.

The Must Haves:

• Self-motivated, must be able to work independently to prioritize activities and set functional goals/objectives
• Able to work well both in a team and independently
• Excellent interpersonal, communication, problem-solving, and client-facing skills to help strong relationships with the stakeholders and customers
• Able to prioritize and manage multiple tasks simultaneously
• Able to coordinate with and/or direct other team members to achieve planned business results
• Mindfulness to ensure data completeness and accuracy
• Must have computer ability and be well versed in MS Office
• Be comfortable working in a global organization
• 4 - 6 Year experience in services operations, Quotations, Commercial Approvals, Pricing and Metric type costing environment
• 3 - 4 Year bachelor’s degree in any field.

Salary Range

The annual salary range for this position is $50,400 - $80,600

Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.

Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.

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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is anEqual Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.