Lead Service Coordinator
2 weeks ago
Ting Internet is a prominent fiber internet provider in the United States, committed to delivering cutting-edge internet solutions across various Ting Towns nationwide.
As a part of Tucows (
NASDAQ:
TCX,
TSX:
TC), Ting is supported by exceptional resources and expertise. We uphold a people-centric philosophy grounded in respect, trust, and flexibility. We believe that the best work environment is one that adapts to our employees' needs, which is why most of our positions are remote-first, allowing you to work from anywhere with internet access.
The impact of our work is significant and transformative. If this resonates with you, we would be eager to connect.
About the Role
The Lead Service Coordinator will oversee, train, and guide a team of technicians responsible for customer installations and service drops, while ensuring a high level of customer satisfaction.
This position is based in a remote setting.Key Responsibilities:
• Manage and be accountable for established performance metrics
• Mentor a team executing local customer service drops
• Ensure that the availability of installation and drop crews is effectively managed
• Collaborate with other field teams to confirm readiness for scheduled installations
• Assist in scheduling the installation and drop crew through workforce management
• Drive accountability within the drop crew to guarantee timely and cost-efficient operations
• Ensure completion of all work orders
• Provide prompt communication and resolution for any utility interruptions
• Review and approve vendor invoices related to drop and locate services
• Engage in the development and refinement of Master Service Agreements with vendor partners
• Work alongside inventory management to maintain appropriate inventory levels based on production forecasts
About You:
• Comprehensive knowledge of network systems, with a preference for fiber networks. This role presents an excellent opportunity to gain fiber network experience if you lack it.
• Experience managing installation or customer-facing teams
• Ability to establish and maintain effective reporting and performance metrics
• Strong problem-solving and decision-making skills
• Familiarity with customer service best practices
• Experience in expectation and performance management
• Capability to create effective solutions that foster vendor partnerships
• Detail-oriented with a keen eye for observation
• Proficient verbal and written communication skills
• High integrity with a logical and objective approach
• Minimum of 3 years supervising team members and construction vendors in connecting and activating internet services
• Proven management skills with customer-facing team members
• Strong understanding of FTTx installation and OSP practices
• Proficient in computer skills
• Possess a strong entrepreneurial spirit
• Prior experience in vendor management
• Willingness to travel occasionally (up to 10%)
The salary range for this position is competitive and commensurate with experience and qualifications. Tucows is committed to a total rewards strategy that includes fair compensation and comprehensive benefits.
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