Technical Service Manager I in Rochester, NY at Windstream

Date Posted: 7/10/2021

Job Snapshot

Job Description

Job ID:21000897

Windstream is considered an essential business and we are HIRING NOW. As our company responds to COVID-19, the safety and well being of our employees, customers, partners and communities is our top priority.

Job Responsibilities:

  • Provides concierge experience to our Concierge customers, serving as primary contact for SD-WAN service performance and modifications
  • Assigned during initial install phase to ensure the customer is aware who will be providing ongoing support post install
  • Partners with Technical PM to understand what was ordered and remain in the loop through install cycle
  • Validates the SD-WAN Technical PM has verified below:
  • Equipment configuration is correct
  • Circuit ID’s and DLR are accurate and documented properly in OSS
  • Sites are in Monitoring properly
  • Products are presented to Remedy accurately
  • Site ID has been established to tie all orders together for a single location
  • Post install, acts as the customer POC for modifications to SD-WAN/Velo configurations for existing sites
  • Velo changes are performed by Technical Service Manager
  • Network changes would continue to be performed by repair or via MACD based on current processes
  • New orders would flow through CARE or AM/Sales team to process based on current processes
  • Monitors application performance across SD-WAN and make recommendations as needed to ensure highest level of performance
  • Ensure ongoing visibility to repair issues impacting SD-WAN services
  • This position will not perform the repairs but will have knowledge and assist as an escalation point if needed
  • Monitors assigned Concierge customers performance and ticket history and review Weekly/Monthly/Qtr summary reports with customer
  • Provides front line visibility into the customers experience and engage Account Manager, Sales, or Sales Engineering if they determine additional opportunities, challenges, or concerns with the customer

Job Requirements

Work Experience/Competencies Required:

  • Advanced understanding of Voice, Data, and Firewall/SD-WAN technologies
  • Ability to speak with confidence and clarity to technical and non-technical contacts
  • Must be able to collaborate and influence across multiple organizations to ensure Windstream services are performing to expectations
  • Ability to identify gaps and raise to the appropriate groups quickly and with enough detail to take action
  • 2 Plus years in leadership role

Minimum Requirements:  

College degree and 3-5 years professional level experience with 1 years supervisory experience for roles with supervision; or 7 years professional level related experience with 1 years supervisory experience for roles with supervision; or an equivalent combination of education and professional level related experience required.

EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.  384790