Customer Service Coordinator

Jobtailor; João Pessoa; Presencial; BRL 100 000 - 160 000; Tempo integral

Resumo da oferta

Jobtailor in Brazil seeks an experienced Telecommunications Maintenance Manager to lead GPON/FTTH network maintenance, coordinating in-house and outsourced teams. You will monitor performance, drive improvements, manage incidents, and ensure adherence to safety and standards while collaborating with NOC and operations teams.

Role requires proven leadership, field-crew supervision, and knowledge of fiber optics, OTDR, and SLA metrics. Occasional travel and emergency support may be required.

Qualificações

• Completed higher education — certificate of completion required.
• Solid experience with GPON and FTTH networks.
• Experience coordinating or supervising telecommunications maintenance teams.
• Experience managing field teams and outsourced service providers.
• Practical knowledge of fiber‑optic maintenance, fusion splicing, certification, and OTDR measurements.
• Experience with OLT and ONT equipment from leading manufacturers.
• Experience managing operational and performance indicators.
• Experience working in NOC, Operations, or Telecommunications Engineering environments.
• Experience managing incidents and resolving critical network issues.
• Knowledge of continuous improvement and process management.
• Experience with network monitoring and asset management tools.
• Knowledge of GPON and FTTH architecture, fiber‑optic and transmission networks, communication protocols, and IP networks.
• Ability to read and interpret optical network designs.
• Knowledge of SLA, MTTR, MTBF, and availability metrics.
• Proficiency with Microsoft Office, especially Excel and Power BI.
• Experience with service order and asset management systems.
• Knowledge of safety standards for field work.
• Class B driver's license.
• Availability for emergency support and occasional travel.
• Certifications in fiber optics, GPON, or telecommunications networks are a plus.

Responsabilidades

• Coordinate in-house and outsourced teams responsible for maintaining the GPON optical network.
• Plan, organize, and monitor preventive and corrective maintenance activities for FTTH access networks.
• Ensure service tickets are handled within SLA deadlines.
• Monitor and analyze network performance indicators, including availability, failure rate, MTTR, and recurrence rates.
• Manage critical incidents by setting priorities and allocating resources.
• Manage field-team schedules, productivity, quality, and safety.
• Prepare management reports and present results to leadership.
• Drive continuous improvements to increase reliability and reduce service interruptions.
• Support root‑cause analyses and implement corrective action plans.
• Ensure compliance with technical standards, operating procedures, and regulatory requirements.
• Coordinate maintenance of OLTs, CTOs, splitters, splice closures, and optical links.
• Collaborate with the NOC, Engineering, Deployment, Operations, and Customer Service teams.
• Manage maintenance budgets, materials, inventory, and resources.
• Develop, train, and monitor the performance of the technical team.
• Carry out deployment and improvement activities to support end customers, with a focus on quality.

Conhecimentos

Team Coordination

Leadership

Communication

Problem Solving

Continuous Improvement

Formação académica

Certificate of completion

Ferramentas

GPON

FTTH

Fusion Splicing

OLT Equipment

ONT Equipment

Network Monitoring

Asset Management Systems

SLA Management

MTTR Analysis

Power BI

Excel

Service Order Systems

Descrição da oferta de emprego

Responsibilities

• Coordinate in-house and outsourced teams responsible for maintaining the GPON optical network
• Plan, organize, and monitor preventive and corrective maintenance activities for FTTH access networks
• Ensure service tickets are handled within SLA deadlines
• Monitor and analyze network performance indicators, including availability, failure rate, MTTR, and recurrence rates
• Manage critical incidents by setting priorities and allocating resources
• Manage field-team schedules, productivity, quality, and safety
• Prepare management reports and present results to leadership
• Drive continuous improvements to increase reliability and reduce service interruptions
• Support root‑cause analyses and implement corrective action plans
• Ensure compliance with technical standards, operating procedures, and regulatory requirements
• Coordinate maintenance of OLTs, CTOs, splitters, splice closures, and optical links
• Collaborate with the NOC, Engineering, Deployment, Operations, and Customer Service teams
• Manage maintenance budgets, materials, inventory, and resources
• Develop, train, and monitor the performance of the technical team
• Carry out deployment and improvement activities to support end customers, with a focus on quality

Requirements

• Completed higher education — certificate of completion required
• Solid experience with GPON and FTTH networks
• Experience coordinating or supervising telecommunications maintenance teams
• Experience managing field teams and outsourced service providers
• Practical knowledge of fiber‑optic maintenance, fusion splicing, certification, and OTDR measurements
• Experience with OLT and ONT equipment from leading manufacturers
• Experience managing operational and performance indicators
• Experience working in NOC, Operations, or Telecommunications Engineering environments
• Experience managing incidents and resolving critical network issues
• Knowledge of continuous improvement and process management
• Experience with network monitoring and asset management tools
• Knowledge of GPON and FTTH architecture, fiber‑optic and transmission networks, communication protocols, and IP networks
• Ability to read and interpret optical network designs
• Knowledge of SLA, MTTR, MTBF, and availability metrics
• Proficiency with Microsoft Office, especially Excel and Power BI
• Experience with service order and asset management systems
• Knowledge of safety standards for field work
• Class B driver's license
• Availability for emergency support and occasional travel
• Certifications in fiber optics, GPON, or telecommunications networks are a plus

Core Competencies

Demonstrates expertise in managing GPON and FTTH networks, coordinating maintenance teams, and ensuring compliance with technical standards and regulatory requirements. Proficient in analyzing network performance metrics and driving continuous improvements to enhance service reliability.

Highest‑signal resume keywords

• GPON Network Management
• FTTH Network Coordination
• Fiber‑Optic Maintenance
• Incident Management
• Network Performance Analysis

Hard Skills

• GPON
• FTTH
• Fiber‑Optic Maintenance
• Fusion Splicing
• OLT Equipment
• ONT Equipment
• Network Monitoring
• Asset Management
• SLA Management
• MTTR Analysis

Soft Skills

• Team Coordination
• Leadership
• Communication
• Problem‑Solving
• Continuous Improvement

Certifications & Qualifications

• Fiber Optics Certification
• GPON Certification
• Telecommunications Networks Certification

Industry Keywords

• Telecommunications
• NOC
• Operations
• Technical Standards
• Safety Standards

Tools & Technologies

• Microsoft Office
• Excel
• Power BI
• Service Order Systems
• Asset Management Systems