Service Manager - Garrett County, MD, United States - NeuBeam

NeuBeam
NeuBeam
Verified Company
Garrett County, MD, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

_Who We Are_
Declaration Networks Group Inc.

(DNG) is an award-winning company that designs, builds, and operates local broadband networks which connect residential and business customers with our NeuBeamTM high-speed internet, voice, video, and other services.

DNG has established a large network in Garrett County using fiber and fixed wireless technology to provide broadband services to government, small business, and residential customers.

The company is looking for an experienced Service Manager to lead the Garrett County network operations team in our Oakland, Maryland office.

We offer an exciting and dynamic work environment with a competitive salary and benefits. NeuBeam is deploying new fiber and NextGen fixed wireless broadband systems Garrett County over the next three years and this position provides an excellent opportunity to advance with our team


_ Primary job responsibilities_

We are looking for a competent NeuBeam Service Manager to be primarily responsible for supporting the local network operations, customer installation and service capabilities; managing the local field service and network operations team; and meeting company network expansion, quality of service, and installation goals.

The Service Manager will coordinate installations, network expansion, and service needs with sales, network engineering and customer service operations teams.

The Service Manager must work closely with the Sales Manager, NeuBeam engineering, and construction teams to implement local sales and service program; and implementation of DNG's sales, service and business network deployment plan for Garrett County, MD.


The Service Manager's primary objective will be to achieve the company's goals of improving customer satisfaction and meeting the network and revenue growth targets for your area of responsibility. Continual improvement of Customer satisfaction will be achieved by working directly with customers, DNG support teams such as the Network Operations Center and Tier II support staff, and the Sales organization in your day-to-day activities. This position handles the management of the day-to-day tasks of Field Service Technicians (FSTs) who perform our new customer installations, service calls, upgrades, and recoveries. FSTs perform work in all areas of our network and the Service Manager is responsible for ensuring completion and compliance of their work both on site at a customer's location and through company databases. Hands-on training, mentoring and recruitment of FSTs will be a key component of this job.


The local business and sales goals are to design and deploy local fiber to the home and NextGen fixed wireless networks to provide broadband services in the targeted service markets, prioritize CAF service area coverage and compliance, and target installed business and residential broadband revenue to cover the local marketing and operating expenses with customer revenues. This position is the primary local network operations manager for DNG's Garrett County and nearby West Virginia network and market. The Vice President of Network Operations and Sr. Project Manager will provide day to day business direction and prioritize activities that need to be done by the installation and service team. In the future, the company may assign another person as your designated Manager.


_ __Primary job responsibilities_**- Work cooperatively with our sales and engineering team to achieve company and local market goals and objectives.

  • Monitor and manage network operations to ensure quality network performance and service delivery for NeuBeam services:
  • Schedule and manage FST workflow for installations, repairs and service calls.
  • Resolve customer complaints that may arise from FST work at customer location.
  • Review scheduled jobs to ensure routes are planned efficiently and that the jobs require an onsite visit.
  • Maintain FST oncall schedule to provide offhours coverage for network maintenance.
  • Work with Network Operations Center, Director of Engineering, and Director of Fiber Construction to identify and recommend solutions for network improvement.
  • Train new employees to perform within company standards and continuously evaluate FSTs for efficiency.
  • Work with other departments in the company to ensure the workflow for FSTs remains smooth, including reviewing contracts with Billing for completion of paperwork, communicating needs with Inventory to ensure equipment is stocked for upcoming jobs, and working with Operations, Sales and Marketing to determine possible locations for increased customer serviceability.
  • Perform managerial tasks such as reviewing employee timecards for completion and accuracy while minimizing overtime hours, approving time off/sick leave and managing the job calendar to accommodate for changes, and leading weekly meeting with employees.
  • Maintain Vehicle Fleet including monitoring appropriate usage, keeping fleet maintenance and registr
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