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Job Title:Document Controller#1001128

Location: Fort McMurray, AB (onsite)

Duration: 6 months contract (with possibility of extension/conversion)

Key Responsibilities

- Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers
- Assesses customers needs and gathers pertinent information
- Creates basic work orders in appropriate systems
- Provides some status updates to customers, as requested

Must-Have Skills

- Good communication skills
- Valuable telephone etiquette
- Computer experience - experience with Excel preferred
- Past experience with service or automotive industry
- Demonstrated success in customer-facing roles

Competencies

- Communicates effectively - Developing and delivering multi-mode communications that convey a explicit understanding of the unique needs of different audiences
- Manages conflict - Handling conflict situations effectively, with a minimum of noise
- Customer focus - Building strong customer relationships and delivering customer-centric solutions
- Directs work - Providing direction, delegating, and removing obstacles to get work done
- Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions
- Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity

Technical Responsibilities

- Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools,



and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking
- Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using client published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement
- Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner
- Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done




- Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution

Education, Licenses, Certifications

- High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations
- This position may require licensing for compliance with export controls or sanctions regulations

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status

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Dexian Canada will, on request, provide accommodations for disabilities to support your participation in all aspects of our Recruitment and Assessment/Selection Processes.

Apply on Kit Job: kitjob.ca/job/2fsplq

📌 Document Controller (Fort McMurray)
🏢 Dexian
📍 Fort McMurray