Dispatch Operations Lead - Hybrid, Reporting & Training

Canon Canada; Montreal (administrative region); Hybrid; CAD 48,000 - 55,000; Full time

Benefits offered by this job

Comprehensive health coverage (medical

Dental and vision

Life insurance

Disability and wellness programs

Vacation, Personal Time, Sick days

RRSP matching & Profit-sharing

Tuition Assistance Program

Discounts on Canon products

On-site amenities and gym

Employee recognition programs

Community involvement

Hybrid work arrangement

Job summary

Canon Canada invites applications for a Senior Coordinator, Dispatch - Hybrid. You will back up Territory Management Coordinators, oversee service dispatch tasks, and review SLAs. You will also create reports and train new staff to support field operations.

You will train new employees, generate daily/weekly/monthly reports on SLA achievements, and provide field service insights for PPS equipment. This role offers hybrid work in Montreal with comprehensive benefits.

Qualifications

• 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 to balance service workloads, maintain service times, and respond to all texts.
• Intermediate analytical skills to review calls, balance Technician assignments, evaluate issues, and ensure service efficiency.
• Intermediate project/process management skills 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 to enter data in Excel.
• Basic equipment operation skills to discuss equipment and/or software solutions with customers.

Responsibilities

• Support all Territory Management Coordinators when required and act as the primary backup for Technical teams, in any region, when coverage is necessary.
• Regularly review the service dispatch database to maximize field service efficiency and meet SLAs.
• Create daily, weekly and monthly reports that measure SLA achievements for management.
• Create Post-Field Service Reports for PPS equipment field service teams to provide service history for customers and equipment.
• Train new employees and assist with coaching and development of existing employees.
• Respond to customer calls when required to support the team.

Skills

Bilingual (fr/en)

Time management

Analytical skills

Project management

Customer service

Data entry

Education

High school education

Post-secondary preferred

Tools

S21DS

SharePoint

FSRMA

Excel

Job description

Canon Canada invites applications for a Senior Coordinator, Dispatch - Hybrid. You will back up Territory Management Coordinators, oversee service dispatch tasks, and review SLAs. You will also create reports and train new staff to support field operations.

You will train new employees, generate daily/weekly/monthly reports on SLA achievements, and provide field service insights for PPS equipment. This role offers hybrid work in Montreal with comprehensive benefits.