Leading Technical Operations at Xplore for both Residential and Business clientele.

Responsible for Repair and New Installation Cycle Time. Managing the commitments we make to our customers and ensuring the quality of install is completed on every Truck Roll.

People Management - Responsible for the overall performance of our Woodstock Contact Center. Provide leadership to a workforce of 85+ employees including Team Managers, Supervisors and Senior Support Specialist Budget Control – Manage and identify ways to reduce cost.Acquisition – Plan and integrate new service platforms into normal business process.Responsible for achieving departmental Key Performance Indicators (KPI’S); such as Service Levels and Cost per Customer.Promote continuous improvement and identify procedural gaps.Project Management – Lead corporate initiative; such as platform conversion and software application .

Budget Control – Manage and indentify ways to reduce cost.Provide leadership to a workforce of Senior Support Specialist .Acquisition – Plan and integrate new service platforms into normal business process.Responsible for achieving departmental Key Performance Indicators (KPI’S); such as Service Levels and Cost per Customer.Promote continuous improvement and identify procedural gaps.Project Management – Lead corporate initiative; such as platform conversion and software application .

Manage and coach a team of Level Two TechnicianApprove Technical troubleshooting documentation Technical Training – Installation and internal workforce

- Approve and arrangement customer premise site visit- Process returns of defective hardware with manufacture- Approve Dealer compensation