Associate II, Customer Support (Deployment Services)

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Job Description: 

Position Summary:
The Deployment Center Associate II plays a crucial role in managing the check-in, check-out, and follow-up processes for various sites scheduled for deployment. This position involves monitoring the Deployment Center inbox, handling customer and technician emails, and overseeing work orders from platforms such as Field Nation and Work Market. The associate is responsible for ensuring timely staffing of sites and review. Additionally, this role involves making confirmation calls, uploading documents and deliverables, and managing technician invoices and payback records.

Major Responsibility: Operational Tasks

Supporting Actions:

• Candidate must be amenable to working on a rotating schedule that includes both daytime and nighttime shifts, weekdays and weekends, in alignment with our 24/7 business operations.

• Manage all calls and emails in a professional, timely and appropriate manner.

• Receive and analyze work order requests, create, and assign work order tickets.

• Receive and prioritize service requests from customers or stakeholders to assign technicians to projects.

• Confirm and prepare independent contractors for scheduled jobs and upcoming site visits with end customer locations.

• Review and upload project deliverables such as photos, work orders, and serial numbers to the Deployment Services project portal

• Enter relevant site data and notes from the install work order and provide detailed reports of the deliverable status to QA and project management teams.

• Upload Technician’s Invoice completely and accurately

• Track and reconcile invoices ensuring that they are paid on time and that any discrepancies are resolved in a timely manner.

• Keeping stakeholders informed about the status of their work order, providing regular updates, and addressing any questions or concerns they may have.

• Providing service request details to technicians, including problem nature, location, and relevant information, and keeping them updated on any changes or updates to the service call.

• Communicating real time with Project Management team should there be any site concerns and escalations.  

• Provide recommendations and see projects through to completion.

• Communicating with the Resource Manager for any relevant information that will aid in the resolution of the issue.

• Coordinating with vendors for workorders / requests requiring approval, additional information, or immediate action.

• Project deliverables review.

• Missing Deliverable phone calls.

• Daily PSA Tool Update.

Internal Communication

• Communicating real time with Project Management team should there be any site concerns and escalations.

• Provide recommendations and see projects through to completion.

• Communicating with the Resource Manager for any relevant information that will aid in the resolution of the issue

Customer Interaction

• Follow up with technicians with the status of the workorders.

• Perform inbound and outbound transactions.

• Vendor Coordination

• Coordinating with vendors for workorders / requests requiring approval, additional information, or immediate action.

Preferrable minimum of three years previous sales/customer experience, preferably in a related industry OR a minimum of one year experience in Ingram Micro.

Shift Schedule: Night and Day

Work setup: Hybrid 10x a month RTO

Technical Competencies:

Proficient in MS Office applications

Personal computing or keyboarding/data entry

Basic skills and negotiation skills required.