Senior Service Specialist – Bell

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we’re revolutionizing how Canadians communicate.

If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team.

The Bell Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada’s Best National Network. We love to innovate, embrace big challenges, and live for the newest technology

As Canada’s leader in the Public Safety Radio Business and reporting to the Senior Manager Enterprise Sales Support the Senior Sales Specialists position plays an integral role in supporting Bell’s Public Safety Radio customers. You will be accountable for managing an existing customer base by managing new orders while maintaining a high level of customer satisfaction in delivering on- time proposals.

Duties and Responsibilities:
Primary Interface between Bell Mobility Radio (BMR) & customers on all radio network activities.
Lead the work to process Change Notice / Change Order according to the terms of the Master Agreements.
Coordinate internal teams in all aspects of project planning, review and successful implementation
Develop and maintain a productive working relationship with the external customer base, service providers, equipment vendors and project team throughout the project lifecycle.
With the support of the Project Management team, monitor and report on project milestones and critical dates to identify potential jeopardy of project schedule and identify ways to resolve schedule issues (change notice log meetings),
Manage issues and risks to deliverables with internal support:
Seek approval for work in excess of standard charges
Consult with client to fund or source spare equipment when none is available
Clarify maintenance agreement terms from BMR and customers personnel (determining if work or equipment is covered by maintenance or out of scope)
Respond to customer queries about billable charges for service work
Respond to queries about replacing problematic or legacy equipment
Consult with Engineering & Operations regarding radio programming when required
Ensure contractors are security cleared for customer work, wiith support from other departments and vendor management
Assist with complaints and escalations
Assist with network RF coverage complaints
Creating in scope sales orders for replacement equipment
Spares & Inventory
Assist customer and BMR personnel with equipment inventory management
Respond / direct customer questions about spare equipment inventory
Coordinate, record, and archive site affiliation change requests
Coordinate response to customer queries about Master Agreement
Have access to vendor (Motorola, Tait, and Kenwood) web sites to be aware of firmware updates and product issues
Have a working knowledge of network (capabilities and limitations)
Assist in radio solutions for customer emergency events
Assist in coordination of legacy network preventative maintenance of networks
Provide pertinent information / input to engineering on proposed Government Mobile Communications Project

Attributes and Skills
Telecommunication industry experience with network and user equipment
2-5 years of radio communications knowledge with proven analytical and problem solving skills
Solid understanding of organizational dynamics, group/meeting management and conflict resolution
Ability to listen, synthesize ideas and build consensus
Ability to manage multiple projects concurrently
Ability to execute diverse projects that involve balancing competing demands for project scope, time, risk and quality
Proven leadership experience
Excellent facilitation skills
Strong verbal, written and interpersonal communication skills
Strong organizational skills
Ability to handle ambiguity and rapid change
Proficiency in Microsoft Office Tools (MS Project, Word, Excel, PowerPoint)

Preferred
Two-way radio product/service development experience
Public safety radio network and user equipment experience
Knowledge of Safety Code 6 and CSA tower standards
Knowledge of Ontario workplace code and rules
Diverse 2-way radio back ground (Operations, Engineering, Account Management, Sales)

Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.

Additional Information:
Position Type: Management
Job Status: Regular – Full Time
Job Location: Canada : Ontario : Mississauga
Application Deadline: 08/07/2020

Please apply directly online to be considered for this role. Applications through email will not be accepted.

At Bell, we don’t just accept difference – we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.

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