Senior Equipment Engineer in Edmonton

At VC3, we don’t just solve IT problems — we own them. We serve hundreds of municipalities and organizations across the United States and Canada, bringing IT to the people who need it most. We believe in earning trust, having a growth mindset, and delivering excellence every single time.

The Impact you will have:

• You will be the primary point of contact, partnering closely with clients and internal teams to identify opportunities for solving business problems via standards alignment, expectation setting and implementation.
• You will work directly with the client team and VC3 technical teams to ensure smooth and successful delivery of technical services.
• You will manage day-to-day requests such as escalations, client meetings, and document preparation.
• You will ensure high client satisfaction by keeping informed on technology upgrade cycles, project schedules and future client needs.

What you will be doing:

• Lead meetings with the client, to provide reports related to issue trending, ongoing/upcoming projects, system performance, change management, and potential technical improvements.
• Prepare and review reports and metrics utilizing internal tools to present and share with the client as requested.
• Measure client satisfaction, set and manage client expectations, discuss service agreements, and help manage client vendor relations.
• Identify client churn risks to develop solution strategies with internal teams and service resources.
• Advocate for the client in day-to-day operations, including support services, proactive maintenance, and procurement, work with internal teams to ensure client deadlines are met.
• Assist with change management processes for the client, document escalations, and participate in internal meetings for effective resolution.
• Participate in major incident response by coordinating resolution efforts, communicating effectively with stakeholders, assisting in post-incident reviews, and collaborating with internal and external teams to analyze operations and identify efficiency improvements.
• Collaborate with Strategic Advisors / vCIO to help develop the strategic plan for clients by assisting with agreement updates, as well as help with workstation replacement strategy and client’s planning and budget cycles.
• Maintain Knowledge of technology products and services applicable to the client base, including hardware, software and VC3 services.
• Assist with the onboarding and offboarding process for new clients and assist with client presentations and introductions to the VC3 way including meeting with clients at their office for check-ins and during onboarding process when necessary.
• Contribute to client documentation with accuracy and ensure data integrity.
• Ongoing participation in internal meetings such as huddles, L10s, training and company meetings.
• Utilize automated systems when applicable to manage agreement reconciliation to ensure accurate billing.
• Review and investigate invoices when necessary to ensure accuracy before approving - address invoice questions and concerns from clients.
• Invoicing review and approval, including assisting clients with billing inquiries and working closely with the VC3 finance and collection teams.
• Additional duties as assigned.

The tools you bring:

• Proven ability in relationship building, data analysis, consultative selling and collaboration.
• Strong organizational, time management, presentation and customer service skills.
• Minimum 3 years of relevant technical experience preferred but not required.
• Degree or diploma in a related field preferred.
• Knowledge of ITIL standards is preferred.
• Experience with in-person and virtual client meetings required.
• Experience with municipal clients/leaders a strong asset.

Go Beyond – you take that extra step to create moments that are unexpected but appreciated.

Own It – You have the courage to do what's right, the resolve to take responsibility, and the grit to cross the finish line.

Be Curious – You challenge the status quo and aim for continuous improvement and constant learning.

Serve as One – You believe that together, we are greater than the sum of our individuals, and that teamwork is essential to success.

What's in it for you:

• Flexibility– We’re remote-first, but not remote-only. Some roles include an onsite component, depending on team needs.
• Well-being & Support - Caring for our team goes beyond the workday. We offer a range of benefits to support your overall well-being.
• Grow with Us – We are committed to investing in your growth.
• People-First Culture – We live our values, support each other, and create a space where everyone belongs.
• Transparent Leadership – Our leaders are involved, and our managers are here to support your growth every step of the way.

Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment.

Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted.