Job Description
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At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.
If you’re ready to bring game-changing ideas to life and join a community that values professional growth and employee wellness, we want you on the Bell team.
Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We’re proud to be Canada’s leading provider of broadband network and communication services for businesses and governments.
As Canada’s leader in the Public Safety Radio Business and reporting to the Senior Manager Sales Support the Senior Consultant Sales Support position plays an integral role in supporting Bell’s Public Safety Radio customers. You will be accountable for managing an existing customer base of P25 customers’ complex change requests while maintaining a high level of customer satisfaction in delivering on- time proposals and quotes, managing issue resolution and overall customer experience leading to organic growth and loyalty
Key Responsibilities
• Primary Interface between Bell Mobility Radio (BMR) & customers on all radio network activities.
• Lead the work to process Change Requests / Change Order according to the terms of the Master Agreements.
• Manage the entire lifecycle of the complex change request process to deliver a clear and professional proposal to the end customer. Tracking all stages to completion to meet customer deadlines, escalate internally and provide regular status updates
• Document the opportunity within salesforce.com until fully approved by the customer
• Develop and maintain a productive working relationship with the external customer base, service providers, equipment vendors cross-functional and project team.
• Manage issues and risks to deliverables with internal support:
• Seek approval for work in excess of standard charges
• Consult with client to fund or source spare equipment when none is available
• Clarify maintenance agreement terms from BMR and customers personnel (determining if work or equipment is covered by maintenance or out of scope)
• Respond to customer queries about billable charges for service work
• Respond to queries about replacing problematic or legacy equipment
• Consult with Engineering & Operations regarding radio programming when required
• Ensure contractors are security cleared for customer work, with support from other departments and vendor management
• Assist with complaints and escalations by working with the owners of issue presented
• Reviewing the action register to ensure compliance of issue resolution in a timely manner
• Coordinate response to customer queries about Master Agreement
• Have access to vendor (Motorola, Tait, and Kenwood) web sites to be aware of firmware updates and product issues
• Have a working knowledge of network (capabilities and limitations)
• Assist in radio solutions for customer emergency events
• Assist in coordination of legacy network preventative maintenance of networks
• Provide pertinent information / input to engineering when required for customer inquiries
• Meet with customers on a regular basis for operational, status, adhoc and contract meetings
Critical Qualifications
• Telecommunication industry experience with large strategic customers
• 2-5 years of radio communications/Push to talk knowledge
• Proven analytical and problem solving skills
• Solid understanding of organizational dynamics, group/meeting management and conflict resolution
• Ability to listen, synthesize ideas and build consensus
• Ability to manage multiple deliverables concurrently
• Ability to execute diverse projects that involve balancing competing demands for scope, time, risk and quality
• Excellent facilitation skills
• Strong verbal, written and interpersonal communication skills
• Strong organizational skills
• Ability to handle ambiguity and rapid change
• Proficiency in Microsoft Office Tools (MS Project, Word, Excel, PowerPoint)
• College Diploma or University degree
• In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada
Preferred Qualifications
• Two-way radio product/service development experience
• P25 radio network and user equipment experience
• Knowledge of Safety Code 6 and CSA tower standards
• Ability to partner, collaborate and consult internally and externally
• Federal or Provincial security clearance (can be completed upon hiring)
• Experience with salesforce.com and or Monday.com
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Adequate knowledge of French is required for positions in Quebec.
Additional Information:
For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca .
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