Program Manager (Critical Infrastructure Service)

National Power; Pittsburgh (Allegheny County); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Paid vacation

Paid holidays

Sick time

Life Insurance

Disability Insurance

Health insurance – multiple plans (one

401(k) with company match

Health Savings Account

Flexible Spending Accounts

Job summary

National Power, LLC seeks a Program Manager to oversee a large telecommunications customer’s inside plant (ISP) service needs. The role reports to the Senior Director of the Broadband Services Division and requires prior success managing large telecom service contracts and a strong customer-service mindset.

The ideal candidate will lead internal technicians across a geographic territory, coordinate maintenance, repairs, parts, and documentation, and maintain service quality and safety standards

Qualifications

• 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

Responsibilities

• 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

Skills

Customer service

Team leadership

Organizational skills

English proficiency

Adaptability

Communication

Education

High school diploma

Some college preferred

Tools

Microsoft Word

Excel

Remote web apps

Job description

Summary:

National Power, LLC is seeking a Program Manager to join our growing team! Reporting to the Senior Director of the Broadband 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

Summary:

National Power, LLC is seeking a Program Manager to join our growing team! Reporting to the Senior Director of the Broadband 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 facilitieselectrical 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:

• 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 planwith 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.

Equal Opportunity Employer:

National Power, LLC is an Equal Opportunity Employer and VEVRAA federal contractor. National Power affords equal opportunity to all applicants for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, gender identity or any other status protected under local, state or federal laws.