Operations Support Analyst

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.

As the Operations Support Analyst for Post Certification Services Notices group, you will be the non-technical delivery or Primary Service Delivery Person for customer billable Notice update projects supporting the project owner, Certifier, Lab Technician and/or Inspector to ensure on-time customer delivery with the best possible turn-around time and the highest quality.

Responsibilities:

• Informs and directs internal staff on national deviations and country specific Safety Standards and requirements associated with the preparation of engineering reports
• 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 Lab Techs/Certifiers.
• 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 (e.g., LG).
• Disposition execution.
• 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).
• 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, and 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 Notice updates.
• Follows-up and re-investigates as required until Notice updates are completed.
• Tracks samples selected by Inspectors and investigates any missing samples on a monthly basis.
• Identifies samples selected by International Inspectors.
• Investigate 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 dates.
• 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.
• Coordinates and performs administrative work and provides support for follow-up and re-investigation as required until failures are resolved.
• Customer communication of project statuses, sample follow-ups and other tasks as assigned.

• Education & Experience:

• 2-year post-secondary diploma, preferably business related
• Experience in finance, sales, or operations preferred
• Understanding of Testing, Inspection, and Certification business model a plus.
• 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.
• SAP, Salesforce and Smartsheet experience a plus.

• Skills:

• Ability to work unsupervised, and in a team-based work environment.
• Computer proficiency (Microsoft Office).
• Detail-oriented and dedicated to quality work.
• Self-starter who can take direction and adapt to changes.
• Customer service oriented.