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Connex Telecommunications  >  Careers  >  Managerial
Connex Careers
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Connex HR Department
44 East Beaver Creek, Suite 16 
Richmond Hill ON 
L4B 1G8

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905-944-6520 Please include cover letter & address it to the attention of Connex Human Resources Department.

Job Postings - Managerial

Manager Customer Service / Customer Care
Location Richmond Hill, ON
Reports to VP Customer Service
Department Customer Service
Primary Functions Nationally leads the VIP Customer Service department improving the Customer Experience for our VIP Clients.

Nationally leads the Maintenance Service Contract department which is focused on contract coordination through contract quoting, administration and revenue growth.

Nationally leads the Customer Retention department which focuses on the retention of our current client base.
Responsibilities VIP Customer Service Department:
  • Acts as the customer advocate for VIP Clients in working towards resolution of servicing issues and attaining additional insight / information.
  • Follows up with Connex departments daily on behalf of customer.
  • Identifies areas of improvement in corporate processes to better service VIP Clients.
  • Coordinates and leads monthly Connex Service Meetings with VIP Clients to discuss Repair and MAC performance, ongoing projects, relationship improvement areas.
  • Improving the customer experience.
Maintenance Service Contract Department:
  • Leads department staff in attaining department goals of contract quoting, administration, and revenue growth.
  • Department activities range from producing contract proposals, to invoicing clients, to maintaining SIMS maintenance module information, to producing customized financial reporting and analysis
Customer Retention Department:
  • Develops and refines corporate retention strategy with overall objective of increasing overall retention of current client base.
  • Coordinate Know Your Client meetings with Account Executives to review relationship, and identify flight risks.
  • Directs Customer Service team activities in order to improve Connex – Client relationship.
  • Conducts primary customer research through annual customer satisfaction surveys.
  • Maintains Customer Contact Database of proactive communication with clients.
  • 5 years experience in the telecommunications field.
  • 5 years senior management experience.
  • 3 years customer relationship management / customer service
  • Minimum Bachelor of Commerce
  • Business Administration degree/education.
  • Other telecommunication related education
Personal Contacts
  • Works on a daily basis with the Sales, Customer Service departments, and Customers.
  • Works on a weekly basis with Sales Support, Finance, Technology Solutions departments.
Equipment Used
  • Utilizes laptop computer (both in office and remote access) daily.
  • Accesses company email system (Outlook), Word, Excel, PowerPoint, MS Project, and Visio as primary software tools plus utilizes SIMS system.
Environment Office
Supervision Given Contract Administration Manager
Project Manager (Voice & Data)
Location Richmond Hill, ON; Montreal, QC
Reports to Implementation Manager
Department Operations
Primary Function The Installation Project Manager position exists to ensure that Connex projects are completed as per the SOW, on time and on budget. The Project Manager is accountable for the overall successful implementation of assigned projects.

The Installation Project Manager role resides within the Operations Department to provide planning, management, and guidance to project assigned resources. We will liaise with internal Connex groups to ensure all parties are accountable for their designated role in the project, to deliver assigned project deliverables. The specific departments include sales, engineering, procurement, finance, field services as well as the implementation group itself.
  • Create and utilize the Project Charter/Plan to keep the project on track; ensure all deliverables are being met.
  • Verify the Scope of Work (SOW); as provided by Sales & Sales Engineering.
  • Utilize the Scope of Work in all project interactions, ensure all tasks listed in the SOW are identified and scheduled in the project schedule.
  • Create a project Schedule to forecast installation dates, Invoice dates, and completion dates. Project schedules are to be communicated to the customer and internal Connex Groups. ( Finance)
  • Meet with the customer on a regular basis to review and update the schedule as necessary.
  • Engage Procurement for the estimated time of arrival of project equipment.
  • Provide to the customer the equipment environmental, power and grounding requirements.
  • For large projects, Create budget spreadsheet, Issues Log, Risks, Change request log to track the progress of the project.
  • Ensure the environmental, power and grounding requirements have been installed as per the manufacturers specifications.
  • Working with Field Services to ensure all required materials have been delivered as per the Navigator (from Sales).
  • Secure resources with the appropriate skill sets and availability.
  • Work with internal team to create a deployment strategy (to be utilized in the project plan).
  • Work with the Customer to finalize deployment strategy.
  • Keep track of project timelines, working with all resources to ensure they are keeping to them.
  • All assigned projects are fixed budgets with fixed scope of work ensuring the project deliverables are completed within that budget and scope.
  • Monitoring and tracking labor hours and material costs are controlled manually.
  • Utilize the SOW to prevent Scope Creep. If creep does occur utilize the Change Request Management / Process Approval to ensure that it is accounted for in the project.
  • Create and foster customer relationship during the course of the project.
  • Create and foster internal relationships during the course of the project.
  • Communicate project status to multiple streams of management and customers as required.
  • Understand the Contract and Payment schedule, and apply these known constraints and payment schedules to the project schedule.
  • Document and action all project related issues.
  • Accountable to ensure project document deliverables are completed. (example: Equipment Acceptance List )
  • Archive Project Documentation and ensure all appropriate customer and site information has been input into SIMS.
  • At a High Level, understand the technologies to be delivered and how this technology will meet the customer’s requirements and expectations.
  • Assist in labour quotations as necessary.
  • Demonstrated planning and organizational skills
  • Ability to read and perform “Take Offs” (create a Bill of Materials and Labour required to carry out a job) from Construction Drawings with a minimum 3+ years experience.
  • Demonstrated verbal, written, reporting and presentation skills
  • Proven understanding of project management concepts
  • Must be a team player, a facilitator, with good interpersonal skills
  • Tactical skills in organizing, prioritizing tasks, identifying milestones to reach a specific goal
  • Ability to manage multiple projects simultaneously
  • Understanding of telecommunications industry. This would include industry players, standards and practices.
  • Understanding of telecommunication concepts as related to Connex’s Line of Business offerings (i.e. VoIP).
  • Project management education ( i.e. Certificate in Project Management, PMI designation)
  • Bilingual an asset (Montreal Opening)
Personal Contacts
  • Design & Training (Implementation) – Project related interaction, high interaction during project, rely on technical expertise for timelines management and project deliverables.
  • Field Services – Project related interaction, high interaction during project; rely on technical expertise for timelines management and project deliverables.
  • Sales – Daily interaction for projects, RFP's, customer issues
  • Sales Engineering – Project related interaction, interaction during project initiation phase; rely on technical expertise for material and strategy for deployment.
  • Customer Care (Order entry) – Daily interaction. Relaying customer issues to create trouble tickets or MACs. SC billing and closure. Post-cut billing issues.
  • Procurement - Project related interaction, interaction during life of the project; rely on delivery timeframes for material and returning of unused or defective equipment.
  • Finance - Project related interaction, high interaction during project lifecycle. Budget/finance management of project. Additional interaction with customer related queries for billing and why the customer is not paying the invoices.
  • Connex Management - Project related interaction, interaction during project to communicate all aspects of project.
Equipment Used
  • MS Office (Word, Excel, Power Point, Project, Outlook, Visio, Office Communicator, Live meeting, Tandberg)
  • Internet/Intranet
  • SIMS
  • Phones
  • Laptops
  • VPN (remote access)
  • iPhone
  • No direct reports. However during the life cycle of a project, a project manager may have one resource or many resources under their project supervision.
  • A Project Manager will have several projects in various project stages, with multiple resources under their project supervision for the life cycle of the project.
  • Project resources may include:
    -Voice Technicians
    -Data Technicians
    -Software Specialist
    -Cable Technicians
    -Cable Project Coordinators
Supervision Given None
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