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Communications Coordinator, CC1-Hydro One job in Toronto

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Job Ref:  1618006
Employer:  Tyco
Country:  Canada
County/State:  Ontario
City:  Toronto
12/10/2016 22:11
Johnson Controls is a global diversified technology and multi industrial leader serving a wide range of customers in more than 150 countries. Our 117,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all of our stakeholders through strategic focus on our buildings and energy growth platforms

Communications Coordinator

About the role :
Reports to the CMC Team Manager, with dotted line to other CMC Team Managers and/or shift supervisor in the absence of Team Managers
There is constant interaction with external clients via telephone, intercom, and electronic mail
Outside of the CMC, the incumbent deals with Tyco Integrated Fire & Security (TIFS) Account Representative (Sales), Engineering, Project Management, Installation and Service Technicians

  • System Administration: Access device (key fob / access card) administration including ensuring proper. Authorization prior to distribution, assigning, shipping and programming.
  • Compile and effect client requests on a daily basis in accordance to the Hydro One SLA.
  • Database administration including assisting with commissioning new access devices, programming within the system and monitoring various signals and potential service issues.
  • Complete internal investigations for service tickets and investigate card access and passcode issues.
  • Perform duties according to Hydro One SOP
  • Provide support to Installation/Service technicians to troubleshoot issues
  • Provide training to new associates
  • System Monitoring: Monitor alarms (Access & CCTV) to meet SLA
  • Provide support to other CMC teams (Toronto/Montreal/Kansas/Aurora)
  • Monitor CCTV system by performing periodic audit of site cameras
  • Complete RBC Image Request Orders Other duties as assigned
  • The employee in this position has full access to client files containing information on building operating times, client pass codes, client private phone numbers, financial documentation, and client’s corporate standing orders.

  • Document changes that would impact the overall operations and the systems.
  • Report changes not authorized by client but rather enhancements to improve effectiveness.
  • Protocols that change and will impact how reports are gathered and distributed.
  • Questionable requests that do not conform to the SLA or SOP
  • Procedure changes Software programming
  • Responsibility for Annual Operating Budget (if applicable) or Spending Decisions & Amount Spending authorization:
  • Billable costs associated to shipping access cards/fobs/image recording to client
  • Disclosure of access codes, client and pass code information could lead to theft, vandalism, loss of business and possible litigation. Incorrect programming of information could lead to client complaints, loss of business and litigation. Deviation from the client standing orders will result non-compliance to protocols governed by the North American Electric Reliability Corporation (NERC) and is subject to major financial fines.
  • Quality Assurance on Customer Experience and Standard Operating Procedures
  • Daily, Weekly, Monthly, Quarterly reports on Alpha alarms SLA
  • Client requests to be completed within set SLA

We’ll expect a lot from you, but we’ll also make sure we recognize and reward your contribution. And we’ll always do everything we can to help you achieve a healthy work-life balance. Wherever you join us, you’ll find we have a range of benefits and rewards designed to help you be at your best both in work and out of it.


Who we’re looking for

Minimum of a High School Diploma
• Criminal Background Certificate
• Familiarity with PC and LANs and software applications (Microsoft Office)
• Superior organizational and interpersonal skills
• Excellent written, listening and verbal skills are essential
• Successful Completion of CMC Alarm Monitoring Training Program
• CMC Operational protocols and functions
• Excellent knowledge on dispatch processes and protocols
• Knowledge of ISL access systems is beneficial
• Knowledge of Indigo Vision IP Video is beneficial
• Comprehensive knowledge of CMC Monitoring Software operations (BOLD/MasterMind)
• Good knowledge of functions of servers
• Office environment exposure
• Working hours can be 8, 10, or 12-hour shifts, Monday to Sunday, Holidays included
• Occasional stress may be caused by rush deadlines, last minute client requests, as well as possible
Irate clients.
• Eye strain may result from working on multiple computer screens with multiple applications.
• Tasks for this position dictate a minimum of 85% of the time is in sitting position, working on a keyboard, viewing a computer monitor
• The employee may work beyond scheduled hours if relief is late
• For Business Continuity Process, the employee may be required to fulfill the position at the client’s site.

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