Shift Manager, Enterprise Repair

3 days ago

Charlotte, United States Segra Full time

Segra is searching for a dynamic and experienced Shift Manager, Enterprise Repair to work within either our Charlotte or Columbia office. We may consider other locations, but these are highly preferred.


Role Overview:

The Enterprise Repair Shift Manager will act as a shift leader with responsibility managing day to day operational workload such as ticket management, customer outreach, ticket escalation, call center management, shift turnover support, and daily troubleshooting and handling of activities; The Shift Manager will work within the team and assign and drive workload to team members based off the team member’s strengths, weaknesses and needs of the business in order to meet customer expectations and SEGRA Enterprise Repair organizational goals in the most efficient manner; Promotes a Customer First culture where internal (Sales) and external customers are kept informed and issues are resolved with minimal impact to customers; Supports review and evaluation of scheduled maintenance activities for the purpose of determining and communicating expected impact as well as serves as a 3rd level escalation point; Ensures adherence to the policies and procedures of Enterprise Repair for the purpose of managing activities, meeting commitments to customers, responding to network events and coordinating for outage resolution, improving network performance, and ensuring the integrity of the network and all related data.


Required Qualifications:

  • Minimum of 3 years of professional experience in Telecommunications
  • Previous experience in technical support, network operations, or similar role
  • Experience working in a ticketing platform (Service Now preferred)


Preferred Qualifications:

  • BS Degree in Business or technical field and/or equivalent work experience required.
  • 3-5 years Customer Network Operations Center experience and understanding of capturing and timely responding to service disruption via surveillance alarming and reports
  • Flexibility to work overtime as needed and to work any shift with appropriate notice
  • Ability to manage and coordinate multiple projects/task
  • Demonstrated clear, informative, persuasive and collaborative verbal and written communication skills
  • Must have the ability to work independently and effectively in a fast-paced environment
  • Must exhibit honesty, integrity and excellent customer service skills with all interactions
  • Must possess a strong work ethic in supporting customer needs, by being responsive and consistent
  • Must have working knowledge of network and voice technologies
  • An understanding of IP telecommunications routing and protocols
  • An understanding of switching, MPLS and other routed technologies
  • Experience in telephony and TDM technologies and service delivery
  • Working knowledge of computer word processing, spreadsheet, and presentation software


About Segra:

Segra is one of the largest independent fiber network companies in the Eastern United States. We have a broad and dense service footprint across the mid-Atlantic and Southeast. In addition, we are known for our future-forward infrastructure and state-of-the-art voice and data technology solutions for businesses and the public sector, as well as wholesale transport services to some of the world’s largest carriers. Our network features the latest advances in IP, ethernet, and dark fiber architectures, as well as high performance data centers throughout the mid-Atlantic and Southeast regions. Furthermore, our network powers technology solutions such as hosted voice, security, and cloud.


Segra has engineered our entire company operations to put our customers at the very center of everything we do. We invest in the communities of our customers by hiring locally and continually upgrading our network infrastructure. Segra has over 900 employees in 90 facilities, including 14 sales offices in 44 markets. We exist purely to help businesses within our footprint be successful.


Benefits Overview:

Segra offers a very robust benefits package to our full-time employees, some of which include:

  • Medical, dental, vision insurance
  • Life insurance
  • 401(k) match
  • Tuition and gym reimbursements
  • Vacation/PTO, paid holidays, floating holidays
  • Volunteer days, parental leave


Our Commitment to Equality:

Segra is an equal opportunity employer and prohibits discrimination of any kind. Segra does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

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