• Work on contract and customer service processes in SAP IS-U. • Support the design, implementation, and validation of commercial processes. • Work with contracts, master data, installations/premises, consumer units, and customer relationship management. • Support processes related to service orders, notifications, and customer support. • Perform functional analysis, configuration/parameterization, testing, and business support. • Support integrations with external platforms such as Salesforce, SAP PM, AMI, and other systems. • Participate in integrated testing, acceptance/homologation, cutover, and go-live activities.

• Lead the Customer Care Center across people, process, technology, and performance • Build and evolve the CCC into a sales-focused customer engagement center with a strong emphasis on conversion, customer experience, and operational efficiency • Evaluate and redesign workflows to improve speed, consistency, customer satisfaction, and sales outcomes • Establish, track, and report on KPIs including conversion, answer rate, speed to answer, service level, first contact resolution, quality, customer satisfaction, lead follow-up, and productivity • Partner with IT and Data teams to improve reporting, enable data-driven decision-making, and maximize existing tools • Evaluate CCC technology, systems, vendor tools, and workflows; recommend enhancements, replacements, and new solutions as needed • Manage vendor relationships and identify future vendor opportunities to support capability and scale • Develop and execute sales strategies aligned to company methodology, ensuring a consistent and frictionless rental process • Establish coaching frameworks and performance expectations for agents to drive conversion and service outcomes • Lead follow-up strategies across leads, reservations, online inquiries, missed opportunities, and digital channels • Oversee all customer interaction channels, including voice, chat, email, and online inquiries, ensuring consistency and quality • Evaluate and improve call routing strategies to optimize conversion, service levels, and customer experience

• Coordinate and support healthcare education programs from planning through completion. • Schedule educational events, meetings, and program activities. • Provide administrative support to healthcare professionals, speakers, and field sales representatives. • Prepare and manage contracts, documentation, program materials, and related correspondence. • Process billing activities and maintain accurate program records. • Monitor program timelines and ensure deliverables are completed on schedule. • Communicate professionally with internal and external stakeholders in both English and French. • Maintain confidentiality while handling sensitive information and documentation. • Utilize Microsoft Office applications to prepare reports, presentations, spreadsheets, and communications. • Manage email correspondence and respond to inquiries in a timely and professional manner. • Perform additional administrative and coordination duties as assigned.

• Provide engineering technical support on PowerSecure MicroGrid equipment including switchgear and generators. • Dedicated to being customer focused by meeting the required expectations. • Maintain high decision quality by using work experience, systematic analysis, and engineering support to make valuable and safe decisions. • Excelling at problem solving by using logic and time proven methods to effectively resolve any problem. • Liaison to engineering groups in the factory to issues in the field that arise during the start-up, commissioning, and field troubleshooting on a site. • Aid on complex start-ups. • Field troubleshooting, technical support via phone assistance and occasionally onsite. • Provide control of onsite engineering changes to drawings and settings files. • Effectively communicate open action items to proper initiatives for action planning and task assigning. • Assist in the development and execution of field retrofit projects, engineering change notice, product technical troubleshooting guidelines and procedures. • Escalate issues to leadership that threaten the quality or schedule of projects in a timely manner to assure customer satisfaction while not taking on exorbitant costs. • Ability to commission complex projects that are PLC based design controlling entire distribution system in a large building such as Hospital, Data Center, or Multi Gen/Utility applications. • Ability to troubleshoot and provide technical assistance on PowerGen Products such as Volvo or PSI. • Ability to troubleshoot and provide technical assistance on Switchgear Products such as Square D, Eaton, ABB, and Siemens circuit breakers, and Low-voltage and Medium Voltage switchgear. • Ability to troubleshoot and provide technical assistance on Programming devices such as Woodward controllers, DIEF Controllers, SEL Protective Relays, Beckwith Protective Relays, and Siemens/GE PLC’s.