Summary:Reporting to the Director of the Managed Services Division, the Program Manager will oversee all aspects of a large telecommunications customer's inside plant (ISP) service needs.
The successful candidate will be self-motivated with prior experience managing large telecommunications service contracts, with a commitment to superior customer service and a team mentality.
Essential Duties and Responsibilities: Core duties and responsibilities include the following. Other duties may be assigned.
- Manage internal technicians to execute the preventative maintenance contract throughout their geographic territory.
- Track open tickets to ensure timely completion and communicate status to customer
- Communicate with customers to address questions, problems, and requests for service or equipment. Escalate to appropriate person/team as necessary
- Arrange for necessary repairs to restore service and schedule these repairs
- Order parts for needed repairs
- Successfully read and understand schematics, flowcharts, wiring diagrams and specifications
- Have/expand industry knowledge of AC & DC electrical and batteries to successfully review inspection reports and provide feedback to the customer on any future or immediate/urgent maintenance needs
- Successfully maintain preventative and emergency maintenance reports for customer review and access as needed
Education/Experience/Skills:- High school diploma required - some college preferred
- 10+ years of experience managing facilities electrical powering and cooling service preferred
- Must have superior organizational skills as well as experience managing teams of service providers (self-perform and/or subcontractors)
- Excellent customer service skills required, to include verbal and written communication, phone and email etiquette and the ability to develop and maintain excellent working relationships
- Ability to work well in a changing work environment
- Requires advanced knowledge of the English language
- Intermediate knowledge of Microsoft Word applications, especially Excel
- Adept at the use of remote web applications and web services
- Proven team player
Compensation and Benefits:- Compensation: This position offers an annual salary range of $125,000 - $140,000.
- Three weeks of paid vacation after 90 days (first year is pro-rated based on start date)
- Up to 9 paid company holidays
- Paid sick time
- Company-paid Life Insurance ($75,000)
- Company-paid Short-term and Long-term Disability Insurance
- Medical, Dental, and Vision Insurance: Offering four medical plan options, with one plan fully covered at 100% by the company.
- 401(k) retirement savings plan with company matching
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
Physical Demands:- Ability to sit for an extended time, up to 8 hours
- Frequently required to utilize hand and finger dexterity; typing
- The ability to hear and speak effectively (i.e. over the phone, in person, or video conferencing)
Additional Info:- Criminal background check, pre-employment drug screen and MVR required.
- This is a remote position and will require the employee to work from home.
