Manager Technical Assistance Center (Operational Technology)

External Crown Castle Careers • Canonsburg, PA

2d • $100,500 - $138,200 • Hybrid

About The Position

Lead the Technical Assistance Center in support of tower operations as it relates to the on-going operation and maintenance of tower lighting systems and communications lines, ensuring optimal system performance provides for continued compliance with all applicable contracts and regulations. This includes establishing and implementing the standards, policies, and procedures by which all hardware and software related to lighting and remote monitoring systems is evaluated, selected, installed, configured, diagnosed, repaired, maintained, and upgraded. Oversee and lead programs that leverage data from post-mortem analyses to reduce failure rates. Responsible for training programs that ensure successful system installations and troubleshooting practices are executed by internal and external field resources. Provide expert support and manage the development of procedures for common alarms, driving resolution to key operational issues with manufacturers, drive requests for new features/capabilities, developing and maintaining an alarm catalog, and an effective and efficient R&M management approach with regards to these systems. Also, ensure new system releases are implemented with minimal service interruption. Drives constant improvement in system reliability and automation.

Requirements

• Bachelor’s Degree in Arts/Sciences (BA/BS) in telecommunications, electrical engineering required
• 5+ of technical work experience in the telecommunications (or similar) industry with a technical background in tower lighting, telephony, and data networking preferred
• Previous experience in managing direct reports strongly preferred

Responsibilities

• Lead and coach a team, maximize the effectiveness of individuals in their current roles and drive continuous development, foster a culture and atmosphere of open communication and collaboration consistent with company values
• Responsible for staffing decisions, including, but not limited to, hiring, goal-setting, performance reviews, termination, rewards determinations, training/development, and scheduling; ensure those decisions are objective and aligned in approach with peers in the organization
• Identify and set strategic goals to maximize the output of the team and corresponding value to the business
• Understand the financial performance indicators of the company and how the team impacts those metrics, act to positively influence and advance those impacts
• Seek and implement solutions (innovations, processes, products, services, etc.) in response to opportunities, trends, or systemic issues
• Establish and maintain cross-functional partnerships and networks, proactively communicate stated goals and progression to ensure alignment of efforts towards common objectives
• Collaborate—challenge directly and exhibit a willingness to be challenged—cross-functionally and across all levels of the company
• Oversee the analysis, diagnosis, and resolution of complex and systemic tower lighting, monitoring, and marshaling system problems; devise, recommend, and implement corrective solutions
• Manage a team of engineers conducting post-mortem assessments and root cause analyses
• Recommend, schedule, and manage hardware equipment improvements, upgrades, and repairs
• Develop, monitor, and manage key metrics and reporting to measure processes and deliverables critical to efficient and effective lighting and monitoring system operations (from installation to decommission)
• Manage external vendor relationships and programs that provide escalation paths, committed response times, troubleshooting support, proactive communication, and active engagement in the development of new technologies and products
• Conceptualize and manage projects and programs that ultimately reduce the failure rates of hardware and software deployed in the field
• Develop and support training programs for internal and external field resources
• Establish and maintain standards, policies, and procedures related to systems, lighting, and monitoring; ensuring compliance with all applicable industry and regulatory standards
• Participate in or lead the development of qualification requirements for internal and external personnel
• Oversee the development, facilitation, and delivery of training programs for both internal and external field teams

Benefits

• Comprehensive healthcare plans with highly company subsidized premiums and up to $2,000 annual company contribution to your Health Savings Account (HSA base plan for employee and dependents).
• Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions).
• New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave.
• Tuition reimbursement up to $5,250 per year of eligible tuition and fees.
• Crown Castle scholarship program awarding up to $10,000 per recipient each year for eligible dependent children of employees and interns.
• Matching charitable contributions to qualified charitable organizations of up to $1,000 per year per teammate.
• Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service).
• 10 company holidays plus 2 floating holiday.
• All offices provide free beverages and snacks.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager