Telecom Field Services Manager
ViaPath
- Sacramento, CA
- $90,000-110,000 per year
- Permanent
- Full-time
- Serve as an Ambassador for ViaPath
- Manages day-to-day activities of Field Services team to ensure achievement of customer satisfaction while meeting quality, safety, and budgetary goals
- Train, coach, and counsel team members to achieve performance objectives
- Conduct regular staff meetings
- Serve as primary organizational contact responsible for coordinating contractual compliance efforts across internal teams and business units to ensure adequate resources are available for issue resolution
- Serve as the customer’s product subject matter expert, as well as oversee deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, Visitation Units, Tablets/Inspire, Wireless Applications, Kiosks/Payment services, operating systems, hardware, software, and peripherals
- Serve as the company’s liaison with customer, assuring the customer receives ViaPath's superior customer experience
- Create and distribute reports identifying any correspondence that the customer has communicated, and any item/items the customer has identified as outstanding
- Independently identify and define non-compliant items, collect accurate and relevant data, establish factual basis of data, and identify possible solutions and recommendations to a wide array of projects and opportunities
- Support the communications, oversight, and management of all out of service events directly through Technical Support (TS) using corporate standard processes and procedures
- Enforce RMA policies and manage the processes being performed by all technicians supporting the territory
- Travel as needed; up to 50% of the time
- High school diploma or equivalent required; Bachelor’s degree preferred
- Minimum of 8 years related experience in a customer facing role working to ensure product deliverables are working as designed (fixing identified problems to include telecom and/or technical problems)
- Minimum of 3 years of experience managing teams that have a technical and/or service excellence focus with a minimum of 10 employees
- Proven record providing and managing a superior customer service experience
- Ability to Multi-task, meet deadlines, adjust to changing priorities, and at times work under pressure
- Ability to lead a team
- Show strong abilities to work in a management role; managing different aspects of projects, meetings, staff, etc.
- Familiarity with technologies currently deployed at assigned customer sites; including but not limited to telephone systems, video visitation systems and products, wireless communications products; kiosk/ATM or related systems
- Ability to accurately read, analyze, interpret, and apply management and corporate direction using general business concepts and methodologies
- Telephony and Networking knowledge and experience is highly desired
- Exceptional verbal and written communications skills
- Willing and able to work in a secured correctional environment
- Proficient in both Windows 7/8/10 operating software and Microsoft Office; ability to learn and become proficient in other software programs as required
- Ability and willingness to travel 50% of the time
- Pass security background check and other checks administered by ViaPath and assigned facilities