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Service Assurance Manager

3 months ago

Maumee, United States Omni Fiber LLC Full time
Job DescriptionJob Description

Service Assurance Manager - Enterprise

Omni Fiber provides a variety of perks and benefits:

Time off

  • Company Paid Holidays (8 days)
  • Floating Holidays (3 days)
  • Paid Time Off (15 days)

Benefits

  • Medical, Dental, and Vision
  • Life Insurance
  • HSA enrollment option with Employer Contribution
  • Annual Bonus
  • Monthly internet and cell phone allowances
  • Paid company training
  • 401(k) with Employer Matching Contribution up to 4%
  • Professional Development Reimbursement and Advancement Opportunities.

About the position:

You will oversee and manage the delivery of field operations services to our large-scale enterprise clients, small and medium business customers, and play a part in our MDU deployment across the footprint of Omni Fiber. Key responsibilities include providing functional leadership, emphasizing premier customer service and technical expertise, maintaining professionalism in interactions, managing front-line escalations, handling enterprise customer escalations, and overseeing local vendor selection and management of drop contractors and network maintenance vendors as it pertains to the solutions stated above.


What you will do:

  • Direct activities and personnel necessary for the proper installation and repair of Omni Fiber products and Services to ensure enterprise, SMB, and MDU customer expectations are met.
  • Provide leadership to direct team and all other teams involved in Network growth, maintenance and customer service activities that creates and maintains a challenging and rewarding environment.
  • Assist Network Services in the planning and execution of all capital projects to ensure they are completed in a timely and cost-efficient manner.
  • Ensure compliance with all Omni Fiber policies, processes, and procedures.
  • Maintain good working relationships with all adjacent teams.
  • Ensure the team maintains proper understanding of Omni Fiber's goals and is coached through process improvements as those needs arise.
  • Management point of contact for all Omni Fiber network equipment and customer related issues within Omni Fiber's footprint.

Qualifications:

  • 4+ years of recent fiber optics experience with most recent experience focused on enterprise customers.
  • 2+ years of recent supervisory or leadership experience.
  • Strong telecommunications background with a focus on delivering broadband based services with superior customer service.
  • Proven track record of managing large-scale field operations.
  • Demonstrated focus on employee safety.
  • Must be able to coach a team of internal direct reports and team of contractors during emergency conditions such as network outages and cable breaks.
  • Excellent problem-solving skills, strong leadership ability and interpersonal skills necessary.
  • Must enjoy working with people and team building.
  • Computer proficiency required.
  • Programming and scripting of routers, servers, and other gear will be required.
  • Must be able to multi-task and maintain a sense of urgency related to each separate issue.
  • Flexible to work evenings, weekends, holidays, and emergencies.
  • Must be able to handle stressful network outages, and/or customer impacting situations in a calm manner.

Omni Fiber provides equal employment opportunities to all qualified applicants and employees, and administers all aspects and conditions of employment, without regard to the following: Race, Color, Age, Sex, Sexual orientation, Gender, Gender identity, Religion, National origin, Pregnancy, Physical or mental disability, Military or veteran status, or Genetic information. Equal employment opportunity applies to, but is not limited to, employment status, training, promotion, demotion, transfer, leaves of absence, and termination.