BUILD YOUR CAREER AT BLACK & MCDONALD Black & McDonald is an integrated, multi-trade service provider that securely delivers high-quality construction, facilities management and technical solutions. We are a family-owned company employing over 6,000 highly skilled and talented professionals across North America. With more than 100 years of diverse market experience, we are a forward-thinking organization with a solid track record of delivering operational excellence and customer-focused solutions that stand the test of time. Black & McDonald recognizes the value of diversity and is committed to fostering an inclusive work environment that respects people's dignity, ideas and beliefs and supports a corporate culture that welcomes and encourages equal opportunity for all current and potential employees, contractors, customers, suppliers and other applicable parties. Black & McDonald provides internal and external training and development programs for employees at all levels. Black & McDonald encourages and supports its employees towards a stimulating career. This position will appeal to someone who enjoys working with people and appreciates variety in their work. The successful candidate will be a self-starter with an innate ability to work independently and a demonstrated proactive approach to task completion. This position requires adaptability; the ability to meet deadlines and on-time outputs with competing priorities. Customer service orientation, combined with detailed focus in the form of a high level of accuracy, efficiency and confidentiality, is essential to success. Duties include, but are not limited to: DUTIES AND RESPONSIBILITIES + Receive customer requests (service calls) and ensure they are taken care of + Manage and ensure application development cycle according to established management protocol (ERP) + Plan and prepare annual, monthly and weekly execution plans for service visits provided in maintenance contracts + Daily monitoring of files in progress, their smooth running and completion within agreed deadlines + Coordinate the planning of technicians' work and material needs + Define with the technician/subcontractor the best course of action and the services to be provided to the customer + Ensure that the work is carried out according to the customer's expectations, and follow up throughout its execution + Maintain daily communication with technical teams, to ensure follow-up of schedules and technician intervention times; validate and submit timesheets to the payroll department + Prepare and submit invoices in accordance with best practices + Reconcile and invoice all service requests on a daily basis + Prepare, send and follow up proposals following recommendations from technicians + Participate in weekly meetings by preparing and discussing critical customer account information related to profitability and customer satisfaction + Update and maintain customer account information + Manage and process invoice credits and chargebacks as required + Handle the inventory control process + All other related tasks EDUCATION AND SKILLS REQUIREMENTS + Degree in project management, logistics, engineering technology;applicable experience as a tradesperson may substitute for educational requirements + 1 to 4 years' relevant experience with facility/service management operations + Intermediate skills in Foxit PDF, Microsoft Office (Outlook, Word, Excel, Visio and PowerPoint); + Bilingual in French and English (due to frequent communications with internal and external customers based outside Quebec, knowledge of English is required) OTHER REQUIREMENTS + Normal service support activities may require customer visits + Normal service support activities may require working outside normal office hours QUALIFICATIONS + Change orientation (open to change and able to identify what it is needed and how to get there) + Communicates effectively (verbally and in writing) + Continuous learning (continuous effort to learn) + Customer orientation (understanding the needs and perspectives of internal and external customers) + Holds self and others accountable (taking personal responsibility for meeting commitments) + Problem solving and innovation (ability to approach problems logically and seek innovative solutions) + Intermediate skills in Foxit PDF, Microsoft Office (Outlook, Word, Excel, Visio and PowerPoint); + Teamwork and collaboration (work collaboratively and with others) + Values and respects others (encourages and supports diversity) Black & McDonald welcomes and encourages applications from people with disabilities. Accommodation is available upon request for candidates who participate in all aspects of the recruitment and selection process.