Senior Technical Service Manager - (US-CO-Broomfield - 80234)

Minimum Education: None
Job Type: Full Time
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Responsibilities : Candidate must have the necessary experience to lead a team, motivate team leaders and technicians responsible for resolving customer network related transport issues on a 7x24x365 operational basis. Day to day duties include but not limited to driving trouble tickets to closure within the allotted mean time to repair and yield, managing network outages, interfacing with various lines of business and product owners. Provide management and technical support to the floor for escalations, and ensure issues are repaired in a satisfactory time frame. Serve as customer 3rd level escalation point. Recommend to upper management problem identification and resolution for repair performance. Develop objectives and goals for the transport TSC team. Responsible for completing required administrative tasks and reviewing productivity reports. Manage the POC input for the specials process. This position is responsible for ensuring customer satisfaction through all aspects of repair process. Other duties include editing customer RFOs, attending meetings with customers and their account teams, conducting customer meetings and presentations, creating Exec mgmt Reports, and Participating in and leading Internal Meetings.

Requirements : 5 to 10 years telecommunications experience in transport technology. 5 years of telecommunications leadership experience. Understanding of Operation Science. Excellent problem solving skills; must facilitate complete issue resolution. Excellent interpersonal skills, must be customer oriented. Understanding of telecom technology and its impact on customer applications. Possess complete understanding of the current Level 3 transport product suites. 2) : Support the performance and efforts of a team of Transport Technician through daily communication, problem solving, and pro-active monitoring of team performance.

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