SD-WAN Technical Service Manager II in Arab, AL at Windstream

Date Posted: 3/7/2018

Job Snapshot

  • Employee Type:
  • Location:
    Atlanta GA 1439 Peachtree St N
    Arab, AL
  • Job Type:
    Customer Service
  • Experience:
    5 to 7 years
  • Date Posted:

Job Description

Job ID:18000737

General Summary:

The Technical Service Manager will regularly engage with Service Delivery and Strategic Customers with 1,000 or more locations to ensure services are installed properly and ongoing performance meet Windstream SLA’s. This means that the Service Manager will participate in installation reviews, serve as the point of contact for SD-WAN changes/performance, and provide weekly/monthly performance reviews. 

Job Responsibilities:

- Provides a “Concierge” handling of service issues, working directly with the customer and in partnership with our Customer Support Team to execute service needs.

- Manager customer relationships by regularly updating customers that are experiencing service issues or modifying services

- Use CRM and Customer Support Tools to diagnose, resolve and escalate issues, and modify SD-WAN services

- Present strategic plans and reviews; prepare and complete action plans; resolve problems; and identify customer service trends, all in an effort to be realized as a true partner to the customer. 

- Monitor and track progress of current issues, keeping customers informed and in sync with fellow support teams

- Attend operational review meetings to progress key issues

- Work as a liaison with our Network, Operations, and fellow Care teams to agree on and implement resolution time frames

- Serve as an internal partner, by working with the Customer Support Management Team to identify where customers settings, internal system, process and resource improvements can be made to improve service levels.

- Reporting through various department report cards and SD-WAN management tool to provide ongoing health report cards for each customer. 

Preferred Experience:

- Bachelor's/Associate's Degree is preferred

- Minimum of 1-3 years in a network operations center or corporate data center or other Service Management related work experience with at least 2 of those years being in a Sr. Tech or Team Lead role

- CCNA certification or higher

- Advanced service analytical skills focused on network and configuration management

- Excellent written and verbal communications skills (ability to speak with confidence and clarity to technical and non-technical contacts).  Experience communicating with Managers and above.

- Demonstrate ability to communicate effectively with others.

- Understanding of voice network architecture, firewall/SDWAN applications, network/circuit testing processes, MPLS, T1 and DSL installation/trouble-shooting procedures, and number portability

- Technical skillset with the ability to understand performance of the customers applications or services and make design recommendations

- Superior oral and written communications as well as strong planning, organization and presentation skills are required

- Excellent interpersonal and relationship skills with the proven ability to work with all levels of an organization

- Experience using Windows-based applications including word processing, spreadsheet, and database software.

- Proven collaborative skills in reaching a team approach to accomplishing work.

- Ability to organize and prioritize multiple tasks, meet deadlines, and work independently

- Proven ability to multi-task, utilizing time management and work prioritization skills

- Technical competence in a Windows-based environment

- Excellent interpersonal and communication skills 

- Passionate focus on client responsiveness and ability to generate customer confidence


Job Requirements

Minimum Requirements:

College degree and 5-7 years professional level experience with 2-3 years supervisory experience; or 9+ years professional level related experience with 2-3 years supervisory experience; or an equivalent combination of education and professional level related experience required.


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