Telecom Services Program Manager — Remote

National Power, LLC; Boston (MA); Remote; USD 125,000 - 140,000; Full time

Benefits offered by this job

Three weeks paid vacation after 90days

Up to 9 paid company holidays

Paid sick time

Company-paid Life Insurance

Disability Insurance

Medical, Dental, Vision Insurance with

401(k) with company match

Health Savings Account (HSA)

Flexible Spending Accounts (FSA)

Job summary

National Power, LLC is seeking a Program Manager to oversee all aspects of a large telecommunications customer’s inside plant (ISP) service needs. The role reports to the Senior Director of the Broadband Services Division and focuses on customer service excellence and team leadership.

The candidate will manage technicians, coordinate preventative maintenance, and ensure timely ticket closure while communicating with the customer.

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

Communication

Team leadership

Adaptability

Remote work

English language proficiency

Education

High school diploma

Some college preferred

Tools

Microsoft Word

Excel

Job description

National Power, LLC is seeking a Program Manager to oversee all aspects of a large telecommunications customer’s inside plant (ISP) service needs. The role reports to the Senior Director of the Broadband Services Division and focuses on customer service excellence and team leadership.

The candidate will manage technicians, coordinate preventative maintenance, and ensure timely ticket closure while communicating with the customer.