Channel Sales Support

About Us:

Norsat International Inc., founded in 1977, is a leading provider of innovative communication solutions that enable the transmission of data, audio, and video for remote and challenging applications. Norsat’s products and services include customizable satellite components, portable satellite systems, maritime solutions, and network solutions. The company’s products and services are used extensively by telecommunications services providers, emergency services and homeland security agencies, military organizations, health care providers, news organizations, and Fortune 1000 companies.

Why Join Norsat International Inc.?

We have an innovative and outstanding team of industry professionals who drive our ongoing success at Norsat International Inc. We strive to offer a supportive, inclusive and nurturing environment that helps our employees expand their careers and reach their highest potential.

Summary:

As a Channel Sales Support, you will be part of the Sales and Marketing team. You will be working with both external partners and internal team to answer customers’ inquiries, provide quotations, process sales orders, coordinate with customers keep them well informed of their orders, and provide customer support. You will also be assisting to analyze data, following up with leads, CRM support and backup sales team during their travels. You must be able to balance multiple sources of demands and have the ability to work independently or as part of a larger team.

Sales Responsibilities:

• Develop stronger business relationships with key channel partners (most of them are at different time zones)
• Provide training, pricing, and positioning support to channel partners
• Provide accurate short- and long-term sales forecasts
• Meet quarterly and yearly sales and profitability targets
• Lead the sales for large channel opportunities
• Motivate the channel to keep Norsat “top of mind” and to prioritize Norsat
• Track all sales activities relating to customers, pipelines, and prospects
• Contribute to marketing efforts including new product introduction, pricing, promotional activities, collateral development, and feature requests
• Support Pre-Sales’ technical discussions to convert customers’ requirements into specifications
• Work with marketing team to execute lead -generation campaigns
• Visit customers and attend tradeshow
• Support existing customers and add new customers to support the “base business”
• Position new and existing products to customers in the market via customer proposals and quotations
• Setup semi-annual business review meetings with key channel partners
• Support sales team during vacations and travels
• Identify new product opportunities and share with the Product Manager
• Analyze ERP, CRM data and dashboarding
• CRM support
• Other duties and responsibilities as required.

Customer Support Responsibilities:

• Tier 1 Customer Support: Provide first-level technical and service support to customers, including initial troubleshooting, issue assessment, and resolution or escalation as required.
• Engineering Support Coordination: Coordinate customer support meetings and technical discussions with Tier 2 and Tier 3 Engineering resources to ensure timely resolution of complex technical issues.
• HubSpot Service Ticket Management: Create, manage, prioritize, and track customer service tickets in HubSpot, ensuring issues are properly documented, assigned, followed up, and closed in a timely manner.
• Service Order & RMA Management: Manage Service Order RMAs from initiation through completion, coordinating internal resources and maintaining accurate records and customer communication.
• Advanced Replacement RMAs: Coordinate Advanced Replacement RMA requests, ensuring eligibility, replacement unit availability, shipment, and return of the original unit are properly managed.
• Credit Returns: Administer the Credit Return process, coordinating with Sales, Finance, Operations, and customers to ensure approvals, product returns, and credits are processed accurately and efficiently.
• Cross-Functional Coordination: Act as a central point of coordination between customers, Sales, Service, Engineering, Production, Quality, and Finance to drive customer issues and returns to resolution.
• Service Performance Tracking: Monitor service tickets, RMAs, and customer issues to identify recurring problems, delays, and opportunities for process improvement.

Qualifications:

• University degree
• 1 years+ of experience in technology sales would be an asset
• Outstanding organizational and time management skills
• Superb communication skills
• Excellent English (spoken and written)
• Knowledge of Word, Excel, PowerPoint, CRM, ERP
• Experience using a CRM and PowerBI would be an asset
• Experience with satellite and/or terrestrial microwave technologies considered an asset
• Self-motivated, driven personality
• Extremely organized, detail oriented
• Excellent problem solver and resourceful
• Outstanding work ethic
• Able to work without close supervision

What We Offer:

• Paid vacation days;
• 5 paid sick days;
• 100% paid by employer comprehensive health benefits package including medical, dental, life & more (coverage varies);
• RRSP program;
• Up to an annual maximum of $2,000 per year professional development fund for designations and accreditations;
• 100% reimbursed for job-related training;
• On-going training available;
• Flexible hours of work based on position;
• Employee Referral Program;
• Employee Award Program;
• Plenty of on-site and street parking & a bus stop right in front of the office (bus 405, 410, 416);
• Leisure areas in the office, employees are encouraged to have some fun! (i.e., Bring Your Pet to the Office, Free Weekly Badminton Nights);
• Employee events & initiatives: company BBQs, field trips, annual summer event, free snacks events, lunchroom has free flow of coffees & teas.

Please note that benefits may vary by location and employment status.

This is an on-site position, so relocation will be required. Remote work is not supported at this time.

Applicants must hold either a Canadian citizenship, Canadian Permanent Residency, or Work/ Study Permit. Unfortunately, we are unable to provide assistance for work authorization.