Centerline Communications, LLC Hiring for Field Service Manager Job at Dallas, TX Full Time

Centerline Communications, LLC works with all the major wireless operators and equipment manufacturers in the U.S. and leaders in the industry ecosystem. It is a full-service operation, specializing in the development, construction and maintenance of wireless telecommunications networks. Centerline Communications, LLC’s success in the telecommunications infrastructure industry is built on a foundation of highly experienced management and staff who embrace responsibility and an unwavering commitment to clients. In less than a decade, the company has grown from 5 to more than 280 employees, covering over 30 states, with offices in three major cities in the U.S.

Position Summary

Responsibilities:

• Provide customer service support as necessary; respond to customer inquiries and problems in a timely manner; resolve excessive consumption problems.
• Strategize with team to coordinate and optimize internal personnel, client interface and deliverables.
• Evaluate team’s strengths and weaknesses, interfacing with other internal managers to determine appropriate courses of action to organize and manage the most productive and efficient team.
• Leveraging appropriate communication strategies (email, phone call, etc.) to be highly effective at managing customer expectations on a professional and proactive basis. Must also leverage this same skill set to work through customer conflict/concerns. Avoid foreseeable customer issues through planning ahead.
• Problem solve and explore solutions to current processes and systems. Create and implement innovative solutions leveraging a thorough understanding of the business needs, related systems, data and resources.
• Embrace strong work ethics personally and throughout company and client teams.
• Ensure compliance with safety, regulatory, corporate and quality requirements for all personnel and third-party vendors.
• Data Analysis
  • SLA Execution
  • Ticket Analysis, repeat visits, etc.

• High level oversight and participation in some or all facets of Service Agents’ responsibilities depending on workload and ticket volume. Those Service Agent responsibilities include:
• Take incoming customer calls.
• Schedule and coordinate all service calls as calls are received.
• Create dispatch ticket for all service calls.
• Dispatch Service Technicians, one call at a time.
• Dispatch Service Technicians from home to first call.
• Debrief Service Technicians after completion of each call.
• Maintain the dispatch board / schedule.
• Prepare service contract proposals for new customers.
• Maintain on call schedule, to include 1st on call and standby technician.
• Maintain site history files in database.
• Update service database from service ticket.
• Maintain service invoice log.

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications:

• Strong communication skills; able to leverage other Service Managers and/or subject matter experts to achieve division goals; proven ability to lead teams through adversity and consistently motivate.
• Analytical skills on performance metrics and other measurable business processes and tasks
• Initiative: Able to identify problems or new ideas without prompting, does not wait for others to take, or request to take, action.
• Positivity: Maintain a positive attitude in a high stress environment.
• Collaboration: Able to establish and maintain collaborative partnerships. Strong communication, relationship building and organizational skills.
• Attention to detail: Achieves thoroughness and accuracy when accomplishing a task.
• Problem Solving: Identify root causes of problems and implement solutions.
• Work Ethic: Embrace strong work ethics personally and throughout company and client teams.

• Associates Degree from an accredited college or university
• Excellent writing, communication, and organizational skills
• Proficiency in Microsoft Office is required.
• Relevant work experience in service (repairs/maintenance) required.