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Solutions Specialist, Video Conferencing
at MTS in Markham, Canada
Accountability/Position Summary
The Solutions Specialist-Video Conferencing designs custom AV solutions based on the clients’ requirements (including shop, wiring, and as-built drawings).
Key Responsibilities
• Provide direction, assistance and practical on the job training to the resources responsible for the installation and support of both the custom design and standard system solutions
• Conduct client site inspections for all installations
• Liaise between onsite technicians and (or) the clients, contractor or facilities personnel
• Work with Sales and PMO for entire life cycle of a project. Providing technical assistance and direction throughout
• Provide ongoing technical support to MTS customers located within Manitoba, Ontario and expanding throughout Canada
• Assist onsite technicians with installations as required
• Respond to customer “trouble tickets” by phone or if severity is high then dispatch a technician and assist as required
Specific Functional/Technical Knowledge and Skills
• Design skills and experience in A/V room design, including the production of wiring schematics and block diagrams
• Strong technical skills in a wide range of audio and video products and services, including experience in working directly with customers in the design and build of custom A/V solutions
• Success in project milestones and objectives, customer and stakeholder satisfaction, and product revenue and contribution margins
• A comprehensive working knowledge of MS Office Suite of applications (Word, Outlook, Visio)
Other Skills/Competencies/Attributes
• Proven customer service and conflict management skills
• Strong analytical and problem solving skills
• Flexible-able to deal with major events, conflicting priorities, customer escalations
• Team player able to work with internal and external groups
• Innovative and able to work in a fast paced environment with constantly changing conditions
• Strong time management skills, able to prioritize and meet deadlines as required
• Strong communication skills (oral and written)
• Proven experience in performing a lead role in managing and resolving escalated customer service issues, including communication and expectation setting with internal stakeholders
Education & Certification:
• Crestron control system certification of a level II programmer would be an asset
• Post secondary education in Computer Science, Electrical Engineering or Electronic Technology would be an asset
Experience:
• Demonstrated experience training installation and support personnel in support of the sale
• Demonstrated experience developing, maintaining, and enhancing client relationships
Delphi Solutions Corp., an MTS Allstream Company, is one of the largest providers of IP and TDM Telephony solutions and services in North America. For over 26 years, the company has provided innovative solutions to more than 20,000 customers. The common goal for Delphi and MTS Allstream is to provide end-to-end solutions to businesses throughout North America. Now more than ever, with the joining of forces, we are able to capitalize on both companies’ focus and approach to serving customers, truly Making communications simple...again!
The Solutions Specialist-Video Conferencing designs custom AV solutions based on the clients’ requirements (including shop, wiring, and as-built drawings).
Key Responsibilities
• Provide direction, assistance and practical on the job training to the resources responsible for the installation and support of both the custom design and standard system solutions
• Conduct client site inspections for all installations
• Liaise between onsite technicians and (or) the clients, contractor or facilities personnel
• Work with Sales and PMO for entire life cycle of a project. Providing technical assistance and direction throughout
• Provide ongoing technical support to MTS customers located within Manitoba, Ontario and expanding throughout Canada
• Assist onsite technicians with installations as required
• Respond to customer “trouble tickets” by phone or if severity is high then dispatch a technician and assist as required
Specific Functional/Technical Knowledge and Skills
• Design skills and experience in A/V room design, including the production of wiring schematics and block diagrams
• Strong technical skills in a wide range of audio and video products and services, including experience in working directly with customers in the design and build of custom A/V solutions
• Success in project milestones and objectives, customer and stakeholder satisfaction, and product revenue and contribution margins
• A comprehensive working knowledge of MS Office Suite of applications (Word, Outlook, Visio)
Other Skills/Competencies/Attributes
• Proven customer service and conflict management skills
• Strong analytical and problem solving skills
• Flexible-able to deal with major events, conflicting priorities, customer escalations
• Team player able to work with internal and external groups
• Innovative and able to work in a fast paced environment with constantly changing conditions
• Strong time management skills, able to prioritize and meet deadlines as required
• Strong communication skills (oral and written)
• Proven experience in performing a lead role in managing and resolving escalated customer service issues, including communication and expectation setting with internal stakeholders
Education & Certification:
• Crestron control system certification of a level II programmer would be an asset
• Post secondary education in Computer Science, Electrical Engineering or Electronic Technology would be an asset
Experience:
• Demonstrated experience training installation and support personnel in support of the sale
• Demonstrated experience developing, maintaining, and enhancing client relationships
Delphi Solutions Corp., an MTS Allstream Company, is one of the largest providers of IP and TDM Telephony solutions and services in North America. For over 26 years, the company has provided innovative solutions to more than 20,000 customers. The common goal for Delphi and MTS Allstream is to provide end-to-end solutions to businesses throughout North America. Now more than ever, with the joining of forces, we are able to capitalize on both companies’ focus and approach to serving customers, truly Making communications simple...again!
Published at 09-03-2010
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