Technician Alliance Manager

Technician Alliance Manager

Solink is a different kind of data analytics software company.  We've successfully made video security a source of powerful insight for business owners of franchise and retail chains. We focus on security applications that combat fraud proactively and make it easier for owners to track down problems. Today we focus on loss prevention and in the future, we see every department using video to make data-driven decisions: marketing, operations, and even HR.

A job at Solink means working with an amazing team and tackling one of the biggest data problems out there.  We are venture-backed and focus on continuous execution to delight our customers.  We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.

A bit about the role…

As a Technician Alliance Manager, you will play a crucial role in the development of our security and IT installer partner pool globally. This role involves onboarding, developing and managing third-party field service installers. You will onboard and develop new partners in underrepresented areas and improve installation quality by collaborating with deployment and post-install support teams. Act as an ambassador for partners and Solink. Last but not least, evaluate and consider new strategic ways to reduce costs around our installer partners and their usage. 

WHO YOU ARE: 

• You hold a Bachelor’s degree in Business Administration, Project Management, Operations Management or a related field.

• You have a minimum of 5 years of experience in project management, vendor management, or field service management, preferably in the security, network or low voltage installation industry.

• You have strong organizational, communication, and negotiation skills.

• You have experience managing third-party vendors and contracts, especially services contracts.

• You have experience with project management and change management practices.

• You have experience in an operations, training, or enablement role.

• You have strong analytical skills and the ability to identify trends and process improvement opportunities, especially to analyze data and make data-driven decisions.

• You are confident using CRM, PRM, LMS and Partner Portal systems. 

• You have the ability to travel as needed to oversee installations and meet with partners.

Bonus if you…

• Understanding of security and surveillance hardware, setup, install procedures and practices, is a plus. 

• Experience with platforms like Field Nation and knowledge of security camera systems and related hardware is preferred.

SECURITY REQUIREMENTS:

• Candidates must undergo a criminal records check upon hire;

• Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;

• Be willing to comply with Solink’s own security policies and standards.

WHAT WILL YOU DO?

Partner Development & Management

• Act as “sales & marketing” for our partner channel. Grow our partner pool.  Find partners, develop and manage a pipeline for underrepresented areas. 

• Work with our legal counsel to standardize, manage, review and iterate on our contracts with partners, including the process to initiate a signal engagement

• Develop deeper partnerships with our larger and key vendors

• Hold key partners accountable for performance and quality standards - Review performance of each key partner on a recurring basis through business review meetings and for continuous improvement and adherence to Solink/contractual standards.

Partner Quality, Training & Communication

• Develop systems and processes to measure install technician and partner quality through scorecards and internal/external surveys - use feedback from scorecards and surveys to drive continuous improvement initiatives.

• Play as an escalation point for problematic installations

• Oversee training and onboarding programs specific to Solink for third-party technicians.

• Ensure all partners are well-versed in Solink’s hardware and installation procedures, including adoption of new technologies such as portals or partner apps

• Create a Solink certification and university process to optimize training and to understand the various skill sets of technicians, in our terms

• Play the conduit of communication both ways between partners and Solink. Create strategies both sides can gain empathy for better collaboration and process improvement ideas. 

Strategic Initiatives, Reporting & Costs

• Track, review and manage costs associated to installer partners

• Consider, prioritize and execute special projects to increase efficiency, increase quality and reduce costs

• Collaborate with internal teams for said projects, such as product and engineering teams to create self service abilities for partners

• Aim to move as close to a first-visit complete as possible

• Evaluate consolidation of the install technician partner pool to centralize accountability and leverage volume purchasing power.

• Maintain detailed records of all installations and provide regular reports to senior management to ensure visibility, data-driven decisions, and accountability.

WHAT IS SOLINK?

Solink is transforming conventional data into ‘smart’ data. Solink connects and synchronizes brick-and-mortar business systems like video + Point of Sale data, to create insight into loss prevention, security, and operations issues. We find new and powerful ways for businesses to get real value from the data and footage created daily by their standard systems.

We’re one of Ottawa’s fastest-growing companies. We're not just a tech and security company - we are rapidly evolving the way that we use and think about video security, data analytics, and technology. We're enhancing the status quo to positively impact clients and customers' businesses.

We’re on a steep growth trajectory, which means lots to do, lots to learn, and lots to experience! What an exciting adventure ahead - and our Solinkians make the greatest travel companions… 

Solink thrives because of our team; we know that in our business and in our daily work, people make all the difference. We’re looking for people who are driven by curiosity, hungry to innovate, and striving to make an impact. 

WHY WORK AT SOLINK? 

Working with us means you’ll be working for a company that values your input and allows you to bring your ideas to life.  We offer a collaborative, creative, supportive work environment with a culture that is undeniably fun… 

All that - PLUS we offer…..

• Flexibility in your chosen hours of work by helping you get "stuff" done (encourages that work-life balance);

• Opportunities for growth based on merit, skill, and initiative;

• Friendly, welcoming, and team-oriented atmosphere that fosters collaboration;

• A creative and innovative environment that mentors supports, motivates, and inspires you to make an impact;

• Interesting and exciting assignments ranging in size, type, and complexity;

• An “open-door” policy where communication and brainstorming are encouraged;

• A really positive and fun environment working with an incredibly ENERGETIC team;

• Fully paid Health / dental benefits offered immediately (an additional $500 spending account for items that aren’t covered in our AMAZING benefits program);

• Monthly reimbursement toward a health and wellness program; 

• Extracurricular SOLINKIAN social events (annual “solink-o de mayo”, so-learns, sports teams,  so-lunches, team builders, and much more)

• Please note: We currently operate within a hybrid model.

Solink welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you need accommodations, please email peopleops@SolinkCorp.com.

We know that everyone has different experiences and that’s what makes all of us so unique. Solink is an Equal Opportunity Employer. We’re looking at building our team of great people and we know that comes in various forms. We are committed to a diverse and representative workforce, and an open and inclusive work environment and we encourage all candidates with interest to apply. We will provide accommodation on request through all parts of the selection process.

HOW TO APPLY?

Please submit your cover letter and resume addressed to JarJar Binx outlining why you would be the right fit for this position.