Senior Coordinator, Territory Management (Service Dispatch)

Canon Canada Inc.; Quebec; Hybrid; CAD 47,000 - 55,000; Full time

Benefits offered by this job

Comprehensive health coverage

Life insurance

Disability & wellness programs

Vacation, personal time & sick days

RRSP matching & profit-sharing

Tuition Assistance Program

Discounts on Canon products

On-site amenities

Job summary

Canon Canada Inc. is seeking a Senior Coordinator, Dispatch with a hybrid work schedule. You will back up technical teams, review dispatch tasks, and ensure SLA commitments are met while creating routine reports and coaching new staff.

The role requires bilingual French/English capability, strong time management and analytical skills, and experience with dispatch processes and Canon systems. Office attendance is required part of the week with remote work options.

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 workloads.
• Intermediate analytical skills to review calls and balance assignments.
• Intermediate project/process management skills.
• Intermediate experience with S21DS, SharePoint, and FSRMA.
• Basic Excel data entry skills and equipment discussion abilities.

Responsibilities

• Support Territory Management Coordinators and act as primary backup for Technical teams when needed.
• Review service dispatch data to meet SLAs and improve field efficiency.
• Create daily, weekly and monthly SLA reports for management.
• Create Post-Field Service Reports to provide service history for Canon customers.
• Train new employees and coach existing Dispatch team members.
• Respond to customer calls to support the team.

Skills

Bilingual (French & English)

Time management

Analytical skills

Project management

S21DS

SharePoint

FSRMA

Excel

Equipment knowledge

Education

High school education

Post-secondary preferred

Tools

S21DS

SharePoint

FSRMA

Job description

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.

Canon has been at the forefront of digital imaging innovation for more than 80 years. Since 1973, Canon Canada has been the leading provider of consumer, business and professional digital imaging solutions to Canadians.

At Canon Canada, we've established a diverse culture that's made us a respected and successful industry leader. Canon's corporate philosophy is Kyosei: all people, regardless of race, religion or culture, harmoniously living and working together into the future. We have been recognized by Forbes as one of Canada's best employers for diversity.

We are committed to environmental sustainability and have established programs that support our Kyosei philosophy and Environmental Charter. Since 2019, Canon Canada has been named one of Canada's Greenest Employers, an award that recognizes employers leading the way in creating a culture of environmental awareness.

We offer comprehensive health and wellness benefits, learning and development opportunities, recognition programs and other perks. We want your career with us to be a journey, and we provide the tools to help you contribute and succeed from Day 1.

As an equal opportunity employer, we welcome applications from all backgrounds and are committed to supporting and celebrating the diversity in our workforce. While we appreciate all applicant submissions, only those considered to be most qualified will be contacted for further assessment. Canon Canada is proud to provide accommodation(s) during the recruitment process. For applicants requiring accommodation in the recruitment and assessment process and when hired, please contact us at [e-mail] or at 1-855-531-3850 or 905-863-8713. To learn more about Canon Canada, visit careers.canon.ca.