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End to End Installation Coordinator

Date: 05-Nov-2021

Location: Taguig City, Philippines

Company: Canon

Purpose

Working as Installation Coordinator you are responsible to ensure that installation and associated logistics are carried out from point of sale through to training. Keep the customer informed throughout the process and managing installation targets. Ensure systems are in place to achieve an excellent customer experience through the interaction, installation and training processes and Liaise and maintain an ongoing relationship with Sales, Services, Carrier companies and other relevant stakeholders as required.

Essential duties

Financial / Commercial

  • Work within and towards the Canon Keys: Simple As, Passionate As, Together As, Empowered As, Creative As and the CBS Vision, Mission and Values
  • Identify and recommend opportunities for improvement to Canon’s internal processes and procedures to ensure better and more efficient outcomes for customers
  • Contribute to the achievement of 100% of total Sales revenue budgets
  • Ensure that Canon processes and standards are properly applied across all tasks
  • Timely reporting of consulting and customer-related activities

Customer

  • Identify customer (internal and external) needs and implement appropriate solutions within the bounds of delivering installations services effectively and profitably
  • Ensure the timely delivery of hardware and software to customers
  • Liaise with Team Leaders, Schedulers and Service Supervisors to effectively solve ETA questions/escalations regarding installations
  • Activity coordination. Follow implementation process through the different install stages such as: Network/Hardware configuration, run-up process, delivery time, trade-in (if applicable) and training
  • Identify and obtain all relevant information pertaining to installations and subsequently distribute to required staff.

Process

  • Ensure that machine installation process is run in accordance with the Branch Installation Procedures
  • Schedule installations of both hardware and software solutions offered by Canon CBS
  • Follow up on any implementation issues within Canon to provide the customer with a seamless implementation experience
  • Gain Customers signoff on the completion of the implementation from Canon Engineers/Business Partners
  • Provide advice, guidance and support to customers during and after implementation as required
  • Provide feedback and make recommendations for the maintenance of the department’s processes and procedures manual
  • Ensure adherence to Occupational Health & Safety policy
  • Contribute to planning requirements for all major contracts and tenders
  • Develop and implement agreed installation processes for national roll-outs – including acting as a coordination and escalation point for implementations being managed by other branch coordinators

People

  • Establish relationships with major customers – especially with IT staff or primary customer contacts;
  • Ability to work with executive level management and customers;
  • Create an open communications environment for all related parties that are involved;
  • Ability to communicate with professional staff and / or contractors that are part of implementation project teams;
  • Actively develop the knowledge and skills of other members of the team in areas of specialist knowledge.

Performance measures

  • Prompt and effective administration of duties and responsibilities
  • Contribution to overall efficiencies of administrative tasks through continuous improvement initiatives
  • Demonstrated understanding of legal profession rules
  • Customer satisfaction and feedback
  • Response to changed workflow
  • Follows escalation path

 

Qualifications

  • Bachelor’s Degree Holder of any course
  • At least 2 years related working experience in Technical Support coordinator role with exposure preferred but not required.

Skills

  • Knowledge on troubleshooting
  • Demonstrated attention to detail and customer focus.
  • Computer literacy including basic networking and Operating System knowledge
  • Excellent verbal and written communication skills
  • High level of teamwork and relationships management skills
  • High level of pro-activity and professional attitude
  • Sound telephony skills
  • Analysis ability
  • Report running and sound Microsoft Excel skills
  • Proven ability to achieve targets, excellent organisational skills and time management
  • Project management experience