Operations Support Analyst

Employment Status:

Regular

Time Type:

Full time

BUILDING A WORLD CLASS TEAM STARTS WITH YOU

At the heart of CSA Group is a vision: making the world a better, safer, more sustainable place. It's been part of our mission for nearly one hundred years: from the first engineering standard for railway bridges developed in 1919, to more than 3,500 standards, codes & related products today.

Headquartered in Canada, with a global footprint of more than 30 labs and offices across Europe, Asia and North America, CSA Group tests, inspects and certifies a wide range of products - from every day househould items to leading edge technology-to meet exacting requirements for safety, performance and environmental impact.

Our employees take pride in making a difference in people's lives through the work that we do. We're looking for people like you to help make it happen.

Job Summary:

Primary Function

• Non-technical delivery or Primary Service Delivery Person for customer billable projects supporting in a billable role the project owner, Certifier, Lab Technician and/or Inspector in ensure on-time customer delivery with the best possible turn-around time and the highest quality.

Working Relationships

• Reports to Product Group Manager
• Supervises: N/A
• Peer Relationships: Location Services Assistant, Inside Sales Rep

Principal Duties & Responsibilities

Understanding the Business

• Informs and directs internal staff on national deviations and country specific Safety Standards and requirements associated with the preparation of engineering reports

Working Well with Others

• Liaises with other project teams, departments and offices to gather information on job status sample, agreements, and any other information required for customer project delivery
• Creates and updates profiles and certification records
• Schedule and coordinate work assignments to Inspectors
• Provides status of work orders projects to incoming inquiries from customers with the assistance of Centra for Customers and the Project Owner 
• Responds to customer billing and credit inquires, may issue credits or debits as necessary with CU leadership approval
• Requests legal documentation from acceptable signing authorities necessary to substantiate a change in ownership affecting certification
• Assists Project Owner or Primary Service Delivery Person in managing samples and customer documentation
• Scheduling and flow of samples and customer documentation from/to customer and/or lab (e.g., EEV)
• Tagging and storage
• Purchasing for customers
• Disposition execution

Delivering Results

• Delivers non-technical paperwork jobs (e.g., multiple listings, transfer of certification/ownership changes, duplication, reinstatement, addition/relocation of factory, delisting, initial factory evaluations, authorized packagers, label licensing, special projects) as the Primary Service Delivery Person
• (Provides proforma invoice to client; coordinates with Finance on outstanding invoices)
• Coordinates with the Conformity Service Groups to create and process work orders
• Responsible for Re-Ex projects, generating the letter for sales orders, Re-Ex results that are found to be satisfactory
• Coordination of sample disposition, purchasing and donation, editing profiles and closing out Re-Ex projects
• Update and Maintain tracking sheet for projects and reconciliation of Financial Statements (as required)
• Provides follow-up information to Project Owner or Primary Service Delivery Person from files, analysts, engineers, lab and other available sources
• Assists Project Owner or Primary Service Delivery Person when necessary (including preparation and proofing of reports, letters, profile and certification records updates—CRIS, generates/distributes certification packages, IECEE uploads, federal registry updates—Water Sense, etc.)
• Advises customer of project status, progress, follow-up requests and any additional information needed to complete the project
• Coordinates and performs regular administrative work for the Project Owner or Primary Service Delivery Person including preparing project close-outs, transfers, inputs work orders, sample requests, file searches, report preparation
• Researches applicable file/project numbers, factory locations and class numbers as required by the Project Owner or Primary Service Delivery Person
• Requests clients complete confirmation of the findings letter for factory tests when applicable
• Receives, documents and alerts team members to arrival of devices for testing; packages and organizes shipment of outgoing items
• Aids in the process/system for effective selection, tracking, testing, review and reporting of Conformity Testing samples.
• Follows-up and re-investigates as required until Conformity Testing failures are resolved
• Tracks samples selected by Inspectors and investigate any missing samples on a monthly basis
• Identifies samples selected by International Inspectors
• Investigates historical missing samples
• Aids in the process/system for resolving non-conformances identified during factory inspections
• Delivers GMA projects as the Primary Service Delivery Person within OTD, TAT and Delivered Margin expectations and with key responsibilities including:
• Provide engineering inputs to testing facilities for product testing (i.e. specify tests to be performed)
• Arrange alternative testing services with International Partners and other organizations to complete projects when available CSA capacity does not support customer required delivery date
• Customize engineering projects/reports to meet foreign requirements
• Assign project tasks to certification engineers for review of non-CSA test reports; assignment can also include additional testing of GMA client’s products
• Review engineering reports for completeness
• Ensure all applicable forms are completed properly

Concern for Safety

• Understands why HSE is important to self and the organization
• Knows the potential hazards and necessary safeguards in own work area(s)
• Immediately reports hazards, near misses, incidents, observed unsafe acts and conditions
• Demonstrates safe behaviour and adherence to procedures
• Completes all assigned training events
• Participates and engages in the HSE program in a positive and proactive manner, including workplace inspections and internal/external audits
• Reads and follows all applicable job safety analysis documents (JSA), work procedures and safety rules
• Correctly and consistently uses all provided safety equipment, tools, and personal protective equipment (PPE)
• Offers suggestions and participates in problem-solving sessions that lead to overall HSE improvements
• Participates in Return to Work Programs in the event of an injury/illness requiring modified duties

Work Environment

• Normal office environment 
• Ability to effectively and efficiently deal with multiple projects, conflicting timelines and changing priorities frequently throughout the day 
• Much of the job will be computer-based
• Travel may be required

Education & Experience

• 2 year post-secondary diploma, preferably business
• Minimum of 3-5 years of business experience in finance or operations
• Understanding of Testing, Inspection, and Certification business model
• Knowledge of items that are critical to quality for customers, including sales and delivery turnaround time, lead times, throughput, on-time delivery, margins, and other metrics
• Must possess computer skills, including the Microsoft Suite and software applications used to conduct business, ideally Salesforce.com
• Bilingual English and French may be required in some regions

CSA Group is an Equal Opportunity Employer and is committed to diversity, equity, and inclusion.  We prohibit discrimination and harassment of any kind based on any grounds stipulated by applicable laws. We are an organization where opportunities are based on skills and abilities, and differences are respected and valued.  Please contact us at [email protected] if you require accommodation in the interview process.