Innovate to solve the world's most important challenges

Vous serez chargé de stimuler la croissance de SPOT au sein de l'entreprise en participant directement aux processus d'établissement des devis, de livraison, de facturation et de production de rapports. Vous aurez une interaction quotidienne avec les membres clés de l'équipe de service les clients et les fournisseurs. Vous mènerez des initiatives d'amélioration continue, notamment une utilisation accrue des outils d'estimation et des outils mobiles pour la numérisation.

Nos clients apprécient notre capacité à fournir des devis rapidement et efficacement dans le cadre de notre prestation de services.

Responsabilités principales :

Devis ponctuels

• Soutenir les professionnels des services sur le terrain, les superviseurs des services sur le terrain dans la génération de propositions pour les opportunités moyennement et hautement complexes
• Obtenir des pièces/sous-traitants/prix spéciaux, le cas échéant
• Créer des devis SPOT dans le système de devis (CPQ), et préparer le devis pour approbation (avec la contribution du terrain)
• Générer une proposition pour examen et approbation (avec la contribution du terrain)
• Envoyer la proposition au client et assurer le suivi pour obtenir ses commentaires et son approbation ou son ordre de procéder

Livraison du dispositif SPOT

• Configuration du client (s'il s'agit d'un nouveau client), y compris la vérification des informations relatives au client dans SAP/FX/FSL
• Génère le bon de travail avec l'expédition, enregistre le RQ au besoin (s'assure que le nom du client, la portée et le PO sont entrés correctement)
• S'assurer que la documentation appropriée est reçue, que les COI/SOV/ documents signés sont retournés
• Informer le personnel sur le terrain des informations relatives au bon de travail, vérifier le calendrier de livraison, communiquer le calendrier au client
• Commander, recevoir et coordonner tout le matériel nécessaire au travail
• Émettre les bons de commande, mobiliser et programmer les sous-traitants (avec l'aide du terrain).
• Au cours du projet, commencer à s'assurer que tous les coûts de matériel, de sous-traitance et autres sont traités et transférés sur le chantier avant la clôture (y compris le suivi avec les fournisseurs pour s'assurer que les coûts sont correctement saisis)
• S'assurer de l'achèvement complet des travaux sur le terrain avec le personnel de terrain
• Finaliser le bon de travail pour inclure tous les coûts, la description du travail, etc.
• Complète le bon de travail dans FX/FSL (avec l'aide de l'équipe sur le terrain)
• Pour les travaux plus importants ou les devis SPOT, assurer la liaison avec l'équipe administrative pour établir la facturation progressive
• Vérifier que le bon de travail est fermé et exporté dans FX/FSL

Clôture et facturation de SPOT

• S'assurer de la fermeture du bon de travail et de l'action correcte du Centre d'Aide aux Entreprises
• Surveiller les rapports de facturation et de non-facturation pour s'assurer que le travail a été correctement traité et facturé
• Envoyer les factures au client si nécessaire
• Effectue un suivi auprès du client (si nécessaire) pour s'assurer que les documents/factures ont été reçus
• Vérifier la satisfaction du travail au besoin
• Veille à l'encaissement des fonds et assure le suivi des litiges, le cas échéant

Rapports financiers

• Rapport mensuel sur les performances de l'équipe pour les travaux ponctuels, y compris les travaux non facturés
• Effectuer des prévisions de travail (si nécessaire) et contrôler le coût global du travail par rapport à l'estimation
• Faire remonter les éléments au besoin si le suivi n'est pas conforme à l'objectif ou à l'estimation

Numérisation du travail

• Promouvoir et améliorer l'adoption du CPQ et l'utilisation du CPQ mobile au sein des équipes.
• Soutenir la mise en œuvre d'activités supplémentaires de numérisation du travail et agir en tant que champion local pour ces initiatives

Réalisation d'indicateurs clés de performance

• La réussite dans ce rôle sera démontrée par la réalisation des indicateurs financiers de l'entreprise, notamment les objectifs de commande et de marge de SPOT, les objectifs de facturation et de recouvrement
• Ce rôle contribuera également de manière positive à la mesure de la satisfaction de nos clients

Vous devez avoir :

• Un diplôme d'études secondaires complété
• 3 ans d'expérience professionnelle en administration/gestion de projet/ventes
• Bilinguisme (français et anglais)

Nous valorisons :

• Baccalauréat ou certificat technique/professionnel
• Expérience dans le domaine CVAC
• Excellentes compétences informatiques, y compris la maîtrise de MS Office (Word, Excel et PowerPoint).
• Compétences de base en gestion de projet, y compris la hiérarchisation des tâches, l'établissement de calendriers, la gestion des coûts et l'établissement de rapports.
• Capacité à suivre des instructions et à identifier les possibilités d'amélioration.
• Expérience antérieure dans l'industrie
• Expérience préalable dans le domaine technique/de l'installation
• Expérience préalable du service à la clientèle
• Bonnes compétences en matière de présentation
• Expérience de la vente interne ou de la gestion de comptes

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You will be responsible to drive SPOT growth within the business through direct involvement in the quoting, delivery, billing, and reporting processes. You will have day to day interaction with key members of the service team (FSS, FSS, FSL, SBL, RGM), customers, and suppliers. You will lead continuous improvement initiatives including enhanced use of estimating and mobile tools for digitization.

Our customers value our ability to deliver quotes quickly and efficiently as part of our service delivery.

Key focus areas:

Spot Quoting

• Support Field Service Professionals (FSP), Field Service Supervisor's (FSS) with proposal generation for medium-high complex opportunities.
• Obtain parts/subcontractor/special pricing as required
• Creates SPOT quotes in quoting system (CPQ), and prepares estimate for approval (with input from field)
• Generate proposal for review and approval (with input from field)
• Sends proposal to customer and follows up for feedback and their approval / order to proceed

SPOT Delivery

• Customer setup (if new) including verification of customer information in SAP/FX/FSL
• Generates work order with dispatch, books RQ as needed (Ensures proper assigned to, customer name, scope, and PO is entered)
• Ensures proper documentation is received, COI/SOV's/Signed Documents are returned
• Informs field of work order information, verifies schedule for delivery, communicates schedule to customer
• Orders, receives, and coordinates all material for the job
• Issues PO's, mobilizes, schedules subcontractors (w/ input from field)
• During project, starts the process of ensuring all material/sub/others costs are processed and transacted to the job prior to closure (including follow up with suppliers to ensure costs are correctly captured)
• Ensures 100% completion of work in the field with field staff
• Finalizes work order to include all costs, work description, etc. are in.
• Completes work order in FX/FSL (w/input from field team)
• For larger or quoted SPOT jobs, liaise with administration team to complete progress billing
• Verifies the work order is closed and exported in FX/FSL

SPOT Close Out and Billing

• Ensures work order closure and correct action by Business Support Center
• Monitors billing reports and unbilled to ensure the job has been correctly processed and billed
• Sends invoices to customer as needed.
• Follows up with customer (when needed) to ensure paperwork/invoice received.
• Checks on satisfaction of job as needed.
• Ensures cash collection and follows up on disputes as needed.

Financial Reporting

• Report monthly performance of team for spot work including unbilled
• Complete job forecasting (if required) and overall job monitored for cost against the estimate
• Escalate items as needed to FSS / FSL if not tracking to target or estimate

Work Digitization

• Promote and enhance CPQ adoption and use of CPQ mobile across the teams
• Support implementation of additional work digitization activities and act as local champion for these initiatives

KPI Achievement

• Success in this role will be demonstrated through achievement of business financial metrics including SPOT order and margin targets, billing and collection targets
• The role will also positively contribute to our customer satisfaction metric

Qualifications, Experience and Knowledge

• High School Diploma
• 3 + years work experience in customer support management or a similar role
• Bilingual in French and English

We also value

• Bachelor's degree in Business Administration or a related field

• Excellent computer skills including proficiency in MS Office (Word, Excel, and PowerPoint)
• Good written and oral communication with strong attention to detail
• Basic project management skills including task prioritization, scheduling, cost management and reporting
• Ability to follow instructions and identify opportunities for improvement

• Previous industry experience
• Previous technical/installation experience
• Previous customer service experience
• Bachelor's degree or technical/professional certificate
• Good presentation skills
• Internal sales or account management experience

You will be responsible to drive SPOT growth within the business through direct involvement in the quoting, delivery, billing, and reporting processes. You will have day to day interaction with key members of the service team (FSS, FSS, FSL, SBL, RGM), customers, and suppliers. You will lead continuous improvement initiatives including enhanced use of estimating and mobile tools for digitization.

Our customers value our ability to deliver quotes quickly and efficiently as part of our service delivery.

Key focus areas:

Spot Quoting

• Support Field Service Professionals (FSP), Field Service Supervisor's (FSS) with proposal generation for medium-high complex opportunities.
• Obtain parts/subcontractor/special pricing as required
• Creates SPOT quotes in quoting system (CPQ), and prepares estimate for approval (with input from field)
• Generate proposal for review and approval (with input from field)
• Sends proposal to customer and follows up for feedback and their approval / order to proceed

SPOT Delivery

• Customer setup (if new) including verification of customer information in SAP/FX/FSL
• Generates work order with dispatch, books RQ as needed (Ensures proper assigned to, customer name, scope, and PO is entered)
• Ensures proper documentation is received, COI/SOV's/Signed Documents are returned
• Informs field of work order information, verifies schedule for delivery, communicates schedule to customer
• Orders, receives, and coordinates all material for the job
• Issues PO's, mobilizes, schedules subcontractors (w/ input from field)
• During project, starts the process of ensuring all material/sub/others costs are processed and transacted to the job prior to closure (including follow up with suppliers to ensure costs are correctly captured)
• Ensures 100% completion of work in the field with field staff
• Finalizes work order to include all costs, work description, etc. are in.
• Completes work order in FX/FSL (w/input from field team)
• For larger or quoted SPOT jobs, liaise with administration team to complete progress billing
• Verifies the work order is closed and exported in FX/FSL

SPOT Close Out and Billing

• Ensures work order closure and correct action by Business Support Center
• Monitors billing reports and unbilled to ensure the job has been correctly processed and billed
• Sends invoices to customer as needed.
• Follows up with customer (when needed) to ensure paperwork/invoice received.
• Checks on satisfaction of job as needed.
• Ensures cash collection and follows up on disputes as needed.

Financial Reporting

• Report monthly performance of team for spot work including unbilled
• Complete job forecasting (if required) and overall job monitored for cost against the estimate
• Escalate items as needed to FSS / FSL if not tracking to target or estimate

Work Digitization

• Promote and enhance CPQ adoption and use of CPQ mobile across the teams
• Support implementation of additional work digitization activities and act as local champion for these initiatives

KPI Achievement

• Success in this role will be demonstrated through achievement of business financial metrics including SPOT order and margin targets, billing and collection targets
• The role will also positively contribute to our customer satisfaction metric

Qualifications, Experience and Knowledge

• High School Diploma
• 3 + years work experience in customer support management or a similar role
• Bilingual in French and English

We also value

• Bachelor's degree in Business Administration or a related field

• Excellent computer skills including proficiency in MS Office (Word, Excel, and PowerPoint)
• Good written and oral communication with strong attention to detail
• Basic project management skills including task prioritization, scheduling, cost management and reporting
• Ability to follow instructions and identify opportunities for improvement

• Previous industry experience
• Previous technical/installation experience
• Previous customer service experience
• Bachelor's degree or technical/professional certificate
• Good presentation skills
• Internal sales or account management experience

Additional Information

• JOB ID: HRD264139
• Category: Customer Experience
• Location: 2366 Rue Galvani,Quebec City,Quebec,G1N 4G4,Canada
• Nonexempt

Business Services