Service & Contracts Manager Job in Burnaby V5J 5M4, British Columbia Canada
Alpha Technologies Ltd. is an established leader in the design and manufacture of powering solutions for the Telecom, CATV (Canada), Traffic, Security, Medical, Industrial and Renewable Energy industries. The company offers a broad portfolio of high-quality, feature-rich solutions that can be customized to suit almost any application and environment offering the highest performance and best value in the industry. With a focus on being your power solutions partner, Alpha builds on over 30 years of experience to develop solutions that resolve customer’s unique powering challenges.
As a result of our continuing growth, we require a seasoned SERVICE CONTRACTS MANAGER.
Reporting to the Director of Service, the Service Contracts Manager is part of a dynamic team helping drive growth for this market leader. He/she is responsible for Service and Field Service contract management, development and administration of Authorized Service Provider programs; management of Warranty and Extended Warranty contracts, service pricing and support plans.
Primary responsibilities include but are not limited to
· Develop and manage Service Contracts/Agreements within Service and Field Services
· Manage Contracts and Agreements related to Warranty and Extended Warranty and ensure Warranty programs are defined and in place for new and existing products
· Develop and Manage Authorized Service Provider and 3rd Party Repair programs including
o Qualification
o Contract Administration
o Service Level Agreements
o Reporting
· Review and regularly update Service Parts pricing
· Develop maintain Service Plans for all new and existing products.
· Liaise with Product Management to ensure spares refurbished product pricing is aligned with core product pricing strategy
· Represent Technical Services on Product Development Core Teams
· Analyze and Report Return Trends
· Provide Service quotations for Depot Repair activities
· Coordinate repair priorities with Operations
· Ensure the consistent delivery of outstanding customer service through process improvements, implementation and training.
· Apply continuous improvement to all day to day activities.
· Play a leadership role in a high performing work team with a clear vision, open communication and a desire to succeed.
· Working with business leaders throughout Alpha to support the initiatives of all departments and other members of the Alpha Group.
· Support the Director of Service in developing the organization to provide a wider range of services to a wider range of customers.
Credentials Experience:
· Diploma of Technology or University Degree in Business Administration or similar
· Experience in service and support of electronic and electrical equipment requiring both bench and field support services.
· Experience in pricing development and contract management is an asset
· 5+ years of experience in the CATV, telecommunications and/or power industries.
· Knowledge and experience in the communications industry and especially communications power infrastructure.
· Progressive experience in the management of support services and services personnel
· Ability to work independently with minimal supervision.
· Knowledge and familiarity with current management practice and procedure in the support and servicing of technical products and turnkey services provisioning.
Work Environment:
· 8:00am - 4:30pm Monday - Friday
· 24/7 technical support.
· Some travel.
NOTE: Our preference is to hire locally (those who live in the Lower Mainland) as this position does not have relocation assistance provisio or work permit support.
Please send your resume in MS Word to careers@alpha.ca . We would like to thank all applicants who apply, however, only those short-listed will be contacted for next steps. No telephone calls please.
