Program Manager (Critical Infrastructure Service)
About The Position
National Power, LLC is seeking a Program Manager to oversee all aspects of a large telecommunications customer’s inside plant (ISP) service needs. The role reports to the Senior Director of the Broadband Services Division and involves managing internal technicians and service providers to deliver preventative and emergency maintenance across a geographic territory. The successful candidate is self-motivated, experienced in managing large telecommunications service contracts, committed to superior customer service, and able to work as part of a team. The Program Manager coordinates service tickets, customer communications, repairs, and parts ordering; reviews inspection reports and maintenance needs involving AC and DC electrical systems and batteries; and maintains reports for customer review. This is a remote position requiring work from home. A criminal background check, pre-employment drug screen, and motor vehicle record check are required.
Requirements
- High school diploma required.
- Superior organizational skills.
- Experience managing teams of service providers, including self-perform teams and/or subcontractors.
- Excellent customer service skills, including verbal and written communication, phone and email etiquette, and the ability to develop and maintain excellent working relationships.
- Ability to work well in a changing work environment.
- Advanced knowledge of the English language.
- Intermediate knowledge of Microsoft Word applications, especially Excel.
- Adept at using remote web applications and web services.
- Proven team player.
- Ability to sit for extended periods, up to 8 hours.
- Frequently use hand and finger dexterity, including typing.
- Ability to hear and speak effectively in person, over the phone, or by video conference.
- Must complete a criminal background check, pre-employment drug screen, and MVR check.
Nice To Haves
- Some college preferred.
- 10+ years of experience managing facilities electrical powering and cooling service preferred.
- Prior experience managing large telecommunications service contracts.
Responsibilities
- Manage internal technicians executing the preventative maintenance contract throughout their geographic territory.
- Track open tickets to ensure timely completion and communicate status to the customer.
- Communicate with customers regarding questions, problems, and service or equipment requests; escalate matters to the appropriate person or team as necessary.
- Arrange and schedule repairs needed to restore service.
- Order parts needed for repairs.
- Read and understand schematics, flowcharts, wiring diagrams, and specifications.
- Maintain and expand industry knowledge of AC and DC electrical systems and batteries to review inspection reports and provide customers feedback on future or immediate/urgent maintenance needs.
- Maintain preventative and emergency maintenance reports for customer review and access.
Benefits
- Three weeks of paid vacation after 90 days; first-year vacation is prorated based on start date.
- Up to 9 paid company holidays.
- Paid sick time.
- Company-paid life insurance ($75,000).
- Company-paid short-term and long-term disability insurance.
- Medical, dental, and vision insurance, with four medical plan options, including one fully covered by the company.
- 401(k) retirement savings plan with company matching.
- Health Savings Account (HSA).
- Flexible Spending Accounts (FSA).
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
