SLA Customer Coordinator

Evertz; Burlington; On-site; CAD 40,000 - 45,000; Full time

Benefits offered by this job

Employer funded benefits program

Competitive total compensation package

Work-Life Balance

Employee assistance plan

Employee Discount Platform

Career Progression

Casual Work Environment

Social Events and Sports Teams

Onsite Counsellor

Job summary

Evertz Microsystems (TSX: ET) is seeking a highly organized SLA support specialist to assist our sales team in a presales capacity. Based in Burlington, Ontario, this in-office role focuses on understanding customer SLAs, coordinating meetings, and ensuring accurate SLA offerings.

You will review RMAs, participate in service reviews, and collaborate with engineering, production, and SLA teams to resolve issues.

Qualifications

• College education in related field or related experience.
• Superior organizational skills and problem-solving abilities.
• Excellent verbal and written communication, time management and interpersonal skills.
• Knowledge of Microsoft Excel, Word, and Outlook.

Responsibilities

• Ensure thorough understanding of assigned customers' SLAs.
• Review and approve RMA requests in accordance with the SLA.
• Attend customer service review calls and take notes, follow up on actions.
• Collaborate with evTOC CSM to review and elevate tickets with management, engineering, and production.
• Communicate with Failure Analysis and evTOC Service teams and customers regarding questions or issues.
• Work with SLA Sales Administration on SLA renewals and address customer issues.
• Maintain status/records for SLA Spares with SLA Returns Administration & evTOC.
• Follow up on outstanding RMAs of all types.
• Occasional weekend on-call coverage.
• Additional tasks as required.

Skills

Organizational skills

Problem-solving abilities

Verbal communication

Written communication

Time management

Interpersonal skills

Multitasking

Education

College education in related field

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

We are looking for a highly organized and proactive individual to support our sales team in a presales capacity, with a focus on Service Level Agreements (SLAs). This role involves coordinating and leading meetings with sales representatives, internal departments, and customers to ensure alignment and clarity on SLA-related offerings. This is an ideal opportunity for someone who excels at multitasking, cross-functional collaboration, and thrives in a dynamic, customer-centric environment.

Responsibilities

• Ensure thorough and detailed understanding of assigned customers' SLAs
• Review and approve RMA requests (repair/replacement/rental/loan) in accordance with the SLA
• Attend customer service review calls & take notes, follow up on action items
• Work with the evTOC CSM to review and elevate customer tickets with management, engineering, and production as needed
• Communicate with Failure Analysis and evTOC Service teams as well as customers regarding questions, service reviews or issues
• Collaborate with the SLA Sales Administration team on SLA renewals (escalating to address customer issues, changes, suggestions, etc.)
• Maintain status/records for SLA Spares with SLA Returns Administration & evTOC
• Follow up on outstanding RMAs of all types
• Occasional weekend on-call coverage
• Additional tasks as required

Qualifications

• College Education in related field (Business, Administration) or related experience
• Superior organizational skills, and problem-solving abilities
• Excellent verbal and written communication skills, time management skills and interpersonal skills
• Knowledge of Microsoft Excel, Word, and Outlook

What we Offer

• Employer funded benefits program
• Competitive total compensation package
• Work-Life Balance
• Employee assistance plan
• Employee Discount Platform
• Career Progression
• Casual Work Environment
• Social Events and Sports Teams
• Onsite Counsellor

Date Posted: October 2026

Location: Burlington, Ontario (in-office position)

Hours: Monday - Friday, 40 hours.

Vacancy: This is an existing position.

Salary Range: $40K CAD - $45K CAD

About Evertz Microsystems (TSX: ET) Evertz is a global leader in broadcast technology, delivering cutting-edge hardware and software solutions that deliver content to television sets, on-demand services, WebTV, IPTV, and mobile devices (like phones and tablets) worldwide. Trusted by major broadcast facilities, telcos, and satellite providers on every continent, we're known for end-to-end innovation that sets the industry standard.

Canadian-headquartered with offices around the world, Evertz has 2,000+ employees and has been recognized as one of Canada's 50 Best Managed Companies - a testament to our commitment to excellence and global impact.

Join a team where your work shapes the future of broadcast and new media industries.

Evertz is committed to equal opportunity employment. Accommodations are available throughout the recruitment process for applicants with disabilities - please notify HR when scheduling your interview.

Artificial intelligence (AI) technology may be used in our recruitment process to assist with resume screening and interview note-taking. All hiring decisions are made by our team without AI involvement.

Thank you for considering a career with Evertz!