Service Manager

NeuBeam Garrett County Service Manager

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 NeuBeam 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 on-site visit.
• Maintain FST on-call schedule to provide off-hours 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 registration records, and performing safety audits of vehicles and drivers.
• Perform random audits of work FST work at customer locations for Quality Control purposes. Review FST work to ensure completeness and accuracy of job and inventory records in company on-line systems.

Job Requirements

• A high school diploma is required, and 3-5 years demonstrated experience working in a field service environment.
• Must be action and results-oriented, customer focused, a team player and adaptable.
• The candidate should have a background in basic construction activities as well as general knowledge of computers, basic electrical and electronic skills.
• Experience with installing and maintaining unlicensed fixed wireless ISP networks is preferred.
• Experience with installing and maintaining FTTH (Fiber to the Home) networks is preferred.
• Must demonstrate personal accountability in prioritization to handle multiple interruptions and adjustment to schedule.
• Must demonstrate the desire to learn, supported with a knowledge and understanding of technology.
• Must be able to safely use power tools, ladders and be comfortable working on roofs.
• Must have good interpersonal, writing and communications skills.
• Need to be active in the Garrett County community.

For further info about DNG and NeuBeam, please visit our websites: neubeam.com and declarationnetworks.com.

Job Type: Full-time

Pay: $58,000.00 - $68,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Performance bonus

Schedule:

• 8 hour shift
• Evenings as needed
• Monday to Friday
• Weekends as needed

Education:

• High school or equivalent (Required)

Work Location: In person