Program Manager (Critical Infrastructure Service)

National Power, LLC • Boston, MA

6d • $125,000 - $140,000 • Remote

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 a team’s delivery of preventative and emergency maintenance services across a geographic territory. The successful candidate is self-motivated, has experience managing large telecommunications service contracts, and is committed to superior customer service and teamwork.

This is a remote position requiring the employee to work from home. A criminal background check, pre-employment drug screen, and motor vehicle record (MVR) check are required.

Requirements

• High school diploma required.
• Superior organizational skills and 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 by phone, in person, or through video conferencing.

Nice To Haves

• Some college preferred.
• 10+ years of experience managing facilities electrical powering and cooling service preferred.

Responsibilities

• Manage internal technicians executing the preventative maintenance contract throughout their geographic territory.
• Track open tickets, ensure timely completion, and communicate status to the customer.
• Respond to customer questions, problems, and requests for service or equipment, escalating to the appropriate person or team as needed.
• Arrange necessary repairs to restore service and schedule the repairs.
• 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 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 plan fully covered by the company.
• 401(k) retirement savings plan with company matching.
• Health Savings Account (HSA).
• Flexible Spending Accounts (FSA).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED