The RoleThe Implementation Engineer in the Building Extensions team will be responsible for the management of 3rd party vendor supported orders. These activities include but are not limited to, scheduling vendor dispatches, ensuring completion for work as defined in vendor SLAs, managing escalations, dispute resolution, vendor related issues, invoice auditing, financial management, recording/documenting "as built" information, etc.
In addition, the Building Extension Engineer will be responsible for providing process improvement recommendations both internally and externally. The Engineer will partner with the Operations Manager to expand the reach, efficiencies, and stability of all 3rd party supported activities as well as company and departmental policies and procedures.
The Main ResponsibilitiesEssential Duties:- Manages, tracks, oversees and coordinates installation activities performed by national vendors
- Functions as first contact point for all vendor related issues. Leads efforts to research and resolve issues/concerns for installation, maintenance, and ordering services/activities with assigned internal and external customers. Monitors and follows through to ensure resolution of chronic support issues with internal departments and vendors to addresses problems regarding compliance with Service Level Agreements (SLA).
- Assist Management with process improvement, expedite and escalation activities as they relate to Vendor Management. Will also work with Field Vendors to assist in the coordination and scheduling of installs and identify/implement best practices.
- Maintain current knowledge of new products and product enhancements. Ensures that processes, documentation, scripts, etc. are updated as needed for new product and products enhancements. Work with management to ensure Vendor agreements and SLA stay in line with new product activities.
- Work with National Vendors on customer quotes to inure accuracy with SOW description as well as pricing.
- Responsible for supporting the GLM database with any relevant information for future installs.
- Other projects as assigned and in alignment with departmental/corporate objectives.
What We Look For in a Candidate- Customer Focus
- Personal Accountability
- Contributing to Team Success
High school diploma required and 2 yrs advanced education in telecommunications, Customer Care or engineering/ops; or 2 yrs education or experience as defined below.
Experience:
At least two years in the Telecommunications industry in Engineering/Operations - Customer service back ground and working with vendors.
Knowledge of:
- NOC Operations, provisioning, and maintenance services
- Products, CPE Hardware, network services
- Field Operations installation and maintenance activities
- SONET, Ethernet and IP Networks
- Basic Financials (Capital, Expense, Invoicing, POs, etc.)
- Demonstrated skills in:
- Ability to work independently or with limited assistance
- Ability to manage a heavy workload
- Trouble shooting skills
- Problem solving & dispute resolution skills
- Strong interpersonal skills
- Excellent customer service skills
- PC and word processing, spreadsheet, and communications software, preferably Microsoft Office
- Verbal and written communication skills
- Project management
CompensationThis information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
Location Based Pay Ranges
$67,703 - $90,270 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY
$71,088 - $94,784 in these states: CO HI MI MN NC NH NV OR RI
$74,474 - $99,297 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA
Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.
Learn more about Lumen's:
#LI-Remote
Requisition #: 342741
