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Customer Account Manager

Thales Group

This is a Contract position in Toronto, ON posted February 27, 2021.

Location: Toronto, CanadaL’Activité Mondiale Systèmes de Transport Terrestre fournit des solutions de signalisation ferroviaire pour les grandes lignes et les transports urbains, des systèmes intégrés de communication et de supervision, des solutions billettiques et les services associés.Thales fournit des systèmes de commande de trains par télécommunications (CBTC) et des systèmes d’enclenchement destinés au secteur des transports en commun sur voie ferrée à l’échelle mondiale. Le centre de compétences pour la signalisation ferroviaire urbaine est situé au centre-ville de Toronto. Nous sommes le plus grand bureau situé au Canada et nous disposons d’un service pour chaque étape du cycle de vie du développement logiciel (SDLC). Cela comprend le logiciel, le matériel, la conception des systèmes, la vérification et la validation, les opérations, etc. Les équipes de services partagés dans les domaines des finances, des ressources humaines et des technologies de l’information sont également situées sur ce site. Notre espace de bureau est conçu pour fournir un milieu de travail sûr et durable qui correspond à la marque TRSS et qui favorise la collaboration. Le mobilier répond aux normes Greenguard, les appareils ménagers sont certifiés EnergyStar et les adhésifs et produits d’étanchéité répondent aux critères de faible émission. De plus, les portes coulissantes en verre laissent entrer la lumière dans les bureaux intérieurs qui offrent ainsi une vue sur l’extérieur. Venez vous joindre à la grande famille du Transport, ici à Toronto !Thales people architect solutions that support 85 million mainline and suburban passenger journeys, worldwide, every day. Our Rail Signalling and Communication systems are used on metro lines across major cities, and 72,000 kms of route, 52,000 trains per day in 16 countries are controlled by our Traffic Management Systems. Together We deployed the first-ever nationwide ticketing system which processes over 50 million ticketing transactions in 100 cities daily.Thales provides world-leading Communications-Based Train Control (CBTC) and interlocking for mass rail transit applications globally. The Centre of Competence for Urban Rail Signalling is located right before you at mid-town Toronto. As the largest office in Canada, we house a department for every step of the Software Development Lifecycle (SDLC)! This includes Software, Hardware, Systems Design, Verification & Validation, Operations, etc. The supporting corporate shared services teams in Finance, Human Resources and IT is also located at the office. Our office space was designed to provide a sustainable, healthy workplace that expresses TRSS’s brand while increasing collaboration. Features include Greenguard furniture, EnergyStar appliances, low-emitting adhesives, sealants, and sliding glass doors on internal offices provide daylight and views to the outside. Come join the big Transport family, here in Toronto!

The Customer Account Manager for a Portfolio of Thales Urban Rail Signaling bids & projects supports the Services Team in the strategy, pursuit, bid, and execution of services including: Maintenance Service Contracts, Customer Upgrade Projects, Customer Training, and Service Call-Outs – within schedule, budget and contractual requirements.

Key Accountabilities: 

  • Customer Account Management (including regular communications and annual visits)

  • Manage maintenance contracts (including direct and indirect staff reports)

  • Customer Request Resolution (technical queries, expediting, etc.)

  • Manage and co-ordinate activities pertaining to the processing of spare parts and repairs orders

  • Management of Service Delivery Projects

  • Ensures company departments understand project requirements

  • Manages project team (Administrator, Planner, Engineer, Cost Accountant, etc.)

  • Develops and adheres to project budget and schedules

  • Prepares reports for management review and liaises at all levels within the company

  • Manages project team members (work assignments, performance management, coaching)

  • Identifies and manage Opportunities and Risks

  • Manage preparation and submission of proposals for maintenance contracts, contract variations, upgrades and training to meet defined order input targets

  • Responds to RFQs/RFPs and/or any other Customer’s Requests

  • Evaluates and assesses customer specifications

  • Responsible for ensuring that all safety issues are implemented through company’s safety processes and procedures , specifically while managing any customer site activities, during in-house hardware and/or software development, and during the review of SCRs and CCRB meetings

  • Maintains the Customer Account Management Plan. Permanently updates the Plan and ensures it us continuously adapted to the service

  • Interfaces with the Customer or COD Team about the technical & operational subjects relating to the capture and processing of their requests, to the delivery of the service and to the delivery of associated documents

  • Analyses customer feedback, performance indicators, operating reports. Produces and monitors Key Performance Indicators (KPI). Compares KPI with targets set internally and externally. Takes into account technical anomaly and recurring issues. Therefore, identifies sources of improvement and their priorities, which might be converted into product or system change by SEM. Leads continual service improvement approach

  • Promptly escalates to the appropriate discipline management level issues that cannot be handed

  • Ensures that the configuration is correctly managed. Ensures that the original model is still valid. Ensures the versioning is controlled

  • Sets up action plan meant to gradually improve the quality of the service provided as perceived by the Customer or to reduce the associated cost. 

  • Manages commendation & complaints, capitalize on commendation & complaints for continuous improvement

Key Requirements:

  • BA in Marketing, BSc. In Engineering, or equivalent work experience

  • 10+ years supervisory and/or management experience

  • Excellent knowledge of industry and technology

  • Excellent communication and interpersonal skills

  • Strong organization and negotiating skills

  • Customer service and marketing/sales experience

  • Project Management certification (IPMA, PMP), PEO (Professional Engineers Ontario) are desirable

    Chez Thales, nous proposons des CARRIÈRES passionnantes, pas de simples emplois. Fort de ses 80 000 collaborateurs dans 68 pays, Thales a mis en place une politique de mobilité permettant, chaque année, à des milliers d’employés de faire progresser leur carrière tant dans leur domaine d’expertise que dans de nouveaux domaines de compétences, cela aussi bien dans leur pays d’origine qu’à l’étranger. Ensemble, nous pensons qu’adopter une politique de flexibilité est une manière plus actuelle de travailler. C’est ici que commence votre parcours exceptionnel, postulez sans tarder!At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!Thales s’engage à promouvoir un lieu de travail diversifié et inclusif pour tous. Thales s’engage à fournir des accommodements à toute les étapes du processus de recrutement. Les candidats retenus pour une entrevue qui ont besoin d’accommodement sont priés d’en informer à la suite de l’invitation pour une entrevue. Nous travaillerons avec vous pour répondre à vos besoins. Toutes les informations relatives à l’accommodement fourni seront traitées de manière confidentielle et utilisées uniquement dans le but de fournir une expérience de candidat accessible.Thales is committed to a diverse and inclusive workplace for all. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.