Norm Charette Email & Phone Number

Kitchener, On, Ca

Kitchener, Ontario, Canada

Supporting our customer from sales order to after sales support. Leading amazing people that support all aspect of customer services, from entering sales orders, providing technical support helpdesk, managing replacement parts, to onsite support. The team is here to support our customers globally.

Kitchener, Ontario, Canada

Responsible for the smooth interaction with our customers from the time the sales is triggered through our Customer Care team to supporting our customers with our highly technical support teams, ensuring our customers and their customers get the maximum out of our products, and providing excellent support when a part is required through out Customer Care RMA team.Acheiving this by enabling and supporting an excellent team in doing what is required to acheive these goals

Kitchener, Canada Area

Kitchener, Ontario, Canada

Managing 5 technical support locations (Canada, Mexico, Brazil, U.K. and China), staffed with tier I and II teams providing support from general how to to complex engineering level requests.Main responsibility is to ensure we provide the highest level of support on a constant basis, always striving for best in class.- Strategic direction- Customer relationship- Interdepartmental relationship- Create a Self-driven and Self-managed team ready for all challenges- Accountable for the full spectrum of the Service and Support Desks operation- Process/Efficiency, continuous improvement- Revenue growth

Kitchener, Canada Area

The Technical Support Center, now encompasses 3 support/service Desks to better provide services and support to all our customers. 1) Depot repair Team Cypress, CA and Kitchener , ON - Factory trained specialist providing best in class repair services for all Christie's equipment 2) Technical Support Kitchener, ON, Tier I/II and engineering support for our desks and customers including staff to support South America and MexicoMain responsibility is to ensure the highest level of services an supports are provided constantly, always striving for best in class.- Strategic direction- Customer relationship- Interdepartmental relationship- Create a Self-driven and Self-managed team ready for all challenges- Accountable for the full spectrum of the Service and Support Desks operation- Process/Efficiency continuous improvement- Revenue growth

Kitchener, Canada Area

Responsible for the technical support team, providing a full range of support to our customers; from simple how to questions to elaborate technical issues.- Interdepartmental relationship- Customer relationship- Day to day operation - Mentorship- Strategic direction- Accountable for the full spectrum of the Service Desk operation- Process improvement- Revenue growth

Kitchener, Canada Area

Managing the ServiceDesk for Desire2learn Elearning SoftwareKey Responsibilities:- Manage a 24/7 Support Desk- Mentorship and Leadership- Develop and implement support processes- Develop and implement KPI/metrics- Develop and implement new service offerings- Ensure client retention and satisfaction thru best in class support services

Responsible for all activities related to tier I/II help desk support (retail, financial, hospitality,...)Improved Processes including implementing a Problem Management SolutionIncrease revenue by developing new services and managing Time & Material activities Retaining Customer by providing best in class support and fostering a strong relationship with clientsIncrease effectiveness in delivering support services to clients

Single point of contact for client regarding any issue (Billing, Orders, Service, Escalation, Sales...). Responsible to ensure billing accuracy, renewal of contract, new business , time and material charges , escalation on service level agreements,...

Reporting directly to the Vice-President of Customer Services my function was to support the Business thru Systems and Processes. Implemented dispatching systems(4) , customer executive performance reports, internal metrics, business analysis related to performance of the customer service division

Develop and Support internal applications used within the Customer Service organization.Area of expertise relates to Helpdesk, Dispatching software, Repair Tracking, integration to mobile devices, integration with Voice Recognition Unit, KPI/Metrics and Customer Executive reporting

Coop and Part Time Programmer/Analyst at NCR 's Montreal officeResponsible to develop a helpdesk/dispatch/inventory control/repair management application that required seamless integration between modules.