Monitoring and Management Specialist

Pierson Wireless Corp.; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with employer match

Disability insurance

Life insurance

Meal stipend while traveling

Travel pay

Paid vacation

Paid holidays

Paid training

Job summary

Pierson Wireless seeks a Monitoring and Management Specialist (MMS) to support maintenance and monitoring for DAS networks. You will coordinate resources, report health metrics, and handle on-call duties including nights and weekends.

You will also monitor DAS alarms remotely, assist in deployments, and serve as the primary contact for entering, tracking, and closing work orders and tickets under the M&M contract.

Qualifications

• High school diploma or equivalent required.
• 3–5 years minimum in wireless telecommunications diagnosis and troubleshooting.
• 3–5 years of customer service experience.
• Excellent written and oral communication skills.
• Ability to manage priorities and workflow.
• Willingness to work on-call including nights, weekends and holidays.
• Proficient in Microsoft Office Suite and Google G Suite.

Responsibilities

• Enter new Maintenance Contracts into the FST system via identified workflows.
• Enter new Work Orders into the FST system via identified workflows.
• Tracking and closure of Work Orders, including requests for invoicing to accounting.
• Post-implementation customer issue support per M&M contract.
• Coordinate non-project on-site customer support needs with operations leadership.
• Communicate alarm/issue updates to customers during downtimes with diagnostic updates and timelines.
• Remote DAS alarm monitoring and troubleshooting.
• Provide monthly/quarterly reports to customers on system health per contract.
• Assist with supporting initial Maintenance and Monitoring deployments.
• Rotate and/or periodic on-call duties (nights/weekends/holidays).
• Stay updated with DAS monitoring technologies and best practices.
• Monitor and analyze DAS performance; collaborate with network engineers.

Skills

Wireless troubleshooting

Customer service

Communication skills

Organization

Problem-solving

Team supervision

Microsoft Office

Google G Suite

Education

High school diploma or equivalent

Tools

Microsoft Office

Google G Suite

Job description

Position Description

Job Title: Monitoring and Management Specialist (MMS)

Department: Monitoring and Management / Closeout

Reports To: Director Monitoring and Management

Job Summary: As part of the responsibilities related to Maintenance and Monitoring work, this individual will assist with the coordination of resources, customer downtime communication, monthly/quarterly reports, and facilitating any special needs required to ensure the highest level of customer service. Additionally, this individual will assist in the monitoring and remote troubleshooting of DAS alarms. This person should also be aware that on-call may be required, including nights, weekends, and holidays, as required to ensure critical customer support. This position reports directly to the Manager of Maintenance and Monitoring. This position is also the primary contact for the entry, tracking, and closure of work orders and Maintenance and Monitoring tickets

Monitoring and Management Specialist Duties and Responsibilities:

• Entry of new Maintenance Contracts into the FST system via identified workflows
• Entry of new Work Orders into the FST system via identified workflows
• Tracking and closure of Work Orders, including requests for invoicing to accounting
• Post-implementation customer issue support as defined by the Maintenance and Monitoring (M&M) contract
• Coordinate non-project on-site customer support needs via communication to the appropriate operations leadership team member(s)
• Communicate alarm/issue updates to the customer during downtimes, including descriptions of issues, diagnostic updates, and estimated timelines for repairs
• Remote DAS alarm monitoring and troubleshooting
• Provide monthly /quarterly reports to customers on the health of their system per customer contract and leadership request
• Assist with supporting initial Maintenance and Monitoring deployments
• Able to support rotating and/or periodic on-call duties, including nights, weekends, and holidays
• Stay up-to-date with the latest technologies and best practices in DAS monitoring and maintenance
• Monitor and analyze performance metrics of Distributed Antenna Systems (DAS) to ensure optimal functionality
• Collaborate with network engineers to optimize system performance and troubleshoot complex network issues

Monitoring and Management Benefits:

• Competitive compensation
• Medical, Vision, and Dental insurance - EMPLOYER pays 100% of employees' premiums
• FSA/DCFSA Program Eligibility
• 401(k) Retirement Savings with Employer Match - eligible after 90 days
• EMPLOYER provided Short-term / Long-term disability, Life insurance, and Accidental Death & Dismemberment - eligible after 1 year
• EMPLOYER Health & Wellness Program
• Meal stipend while traveling
• Paid Travel Time
• Paid Training/Certifications
• Paid Vacation
• Paid Holidays

Position Requirements

Monitoring and Management Qualifications:

• High school diploma or equivalent
• 3-5 years minimum in wireless telecommunications diagnosis and troubleshooting
• 3-5 years of customer service
• Commitment to excellence and high standards
• Demonstrated proficiency in supervising and motivating others
• Excellent written and oral communication skills for individuals from various backgrounds
• Excellent presentation skills
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to work independently and as a member of various teams and committees
• Proficient in Microsoft Office Suite and Google G Suite
• Strong interpersonal skills
• Working knowledge of service networks: 5G, GSM, CDMA, WCDMA, LTE, Public Safety, EVDO, and the service applications characteristics and capabilities.
• Preferred working knowledge of a variety of DAS OEMs including: Corning, ADRF, Commscope, SOLiD, and JMA

Monitoring and Management Competencies:

• Adaptability: Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Ethics: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Innovation: Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Judgment: Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in the decision-making process; Makes timely decisions.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Planning/Organizing: Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Project Coordination: Develops support plans; Coordinates M&M and Support deployments; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Written Communication: Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information
• Technical Skills: Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Quality: Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Monitoring and Management Physical Demands and Work Environment:

• Frequently required to stand
• Frequently required to walk
• Frequently required to sit
• Continually required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Frequently required to talk or hear
• Occasionally exposed to wet and/or humid conditions (non-weather)
• Occasionally works near moving mechanical parts
• Occasionally works in high, precarious places
• Occasionally/Frequently/Continually exposed to outside weather conditions
• While performing the duties of this job, the noise level in the work environment is usually quiet
• The employee must occasionally lift and/or move more than 60 lbs.
• Specific vision abilities required by this job include: Close vision

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer

Pierson Wireless is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

The Company will endeavor to make a reasonable accommodation to the known physical or mental limitations of qualified employees with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you need assistance to perform your job duties because of a physical or mental condition, please let [e-mail] know.

The Company will endeavor to accommodate the sincere religious beliefs of its employees to the extent such accommodation does not pose an undue hardship on the Company's operations. If employees wish to request such an accommodation, they should contact [e-mail].

Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of [e-mail]. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. If employees feel they have been subjected to any such retaliation, they should contact [e-mail]. To ensure our workplace is free of artificial barriers, violation of this policy including any improper retaliatory conduct will lead to discipline, up to and including discharge. All employees must cooperate with all investigations.