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Tech Support - Service Excellence Manager

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Job Order #: 5735335

Employer Name:
SecurTek - A SaskTel Company
Wage/Salary Info:
Posted Date:
# of Positions:
Employment Terms:
Full Time
University Certificate
1-2 Years
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Employer Name:
SecurTek - A SaskTel Company

Contact Name:
Human Resources

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Reporting to the TS Manager, the incumbent contributes to the leadership in the operation of the department. This includes productivity and targeted objectives. You will be responsible for the ongoing supervising and coaching of assigned employees to ensure processes and initiatives are achieved and exceed strategic targets.

Typical Job Duties
-Responsible for on-going staff development by training and motivating through informal and formal training, mutual problem solving, regular feedback and recognition.
-Assist the TS Manager with writing, editing and reviewing training material, documentation, policies and procedures.
-Responsible for the execution of KPIs, ensuring results achieved are consistent with SecurTeks customer first and technical support objectives.
-Responsible for the management of department metrics to ensure operational requirements are adequately achieved.
-Responsible for the execution of customer requests, data entry, account updates and new activations from our dealer network are handled effectively.
-Responsible for staff scheduling to ensure adequate coverage during operational hours for employees.
-Responsible for resolving customer and dealer network emergency issues by providing leadership, support and coaching to employees.  This includes outside of normal working hours when down time or shortage of staff is experienced, this may require visits to the office.

-Diploma/Certificate in computer networking, electronic system technology or instrumentation technology AND thorough knowledge through 2 years experience in a technical support or service technician environment.
-A thorough knowledge of security industry products including hardware and software is an asset.
-Knowledge of SecurTeks current systems, contract administration and security industry products are an asset.
-Alarm installation experience is an asset.


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