Job Information
CommScope, Inc. Technical Services & Support Manager - Telecommunications in Richardson, Texas
Technical Services & Support Manager - Telecommunications
Req ID: 76967
Location:
Richardson, Texas, United States, 75083
In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.
CommScope 5G and LTE wireless network solutions deployed in crowded stadiums ,campuses and public spaces—wherever people need to connect. We’re trusted by service providers large and small to power the present and to fast-forward them to 5G.
How You'll help us connect the world:
Our Intelligent Cellular Networks BU is hiring for Technical support and services manager to lead a team of engineers responsible for providing technical support, product support and Day 2 services to wireless customers for 4G/5G deployements. Looking for a customer savy and work with R&D and quality to improve customer experience and ease of use. Provide feedback on usability and robustness improvements. Open products tickets with Product Line Management and R&D including proposed solutions.
Responsibilities:
Provide technical leadership to the technical support and services team that support MNOs, Enterprise Customers, Neutral hosts, VARs and Partners for CommScope in-building and SmallCell products.
Manage internal and external customer escalations, and drive cross functional resolutions and provide written and verbal updates with the stake holders.
Assist customers with installations and upgrades. Provide on-site support for highly visible projects, if and when needed, to troubleshoot issues which can’t be addressed remotely.
Ensure that the team has the required skills to exceed the customer expectations and able to effectively resolve customer requests.
Track team’s performance on customer ticket resolutions and helpline calls, and work to continuously improve the service to customers.
Deliver on customer services SLAs for Day 2 services including 24x7 monitoring, restoration, and resolution.
SKILLS REQUIRED :
B.S. Degree with 10+ years of experience with technical skills in wireless technologies along with 3 years of managing a team along with a strong ability to learn and grow
Excellent technical troubleshooting skills are essential.
Proven track record of delivering on commitments in a customer support role for wireless products.
Technical skills focused on in-building solutions and RAN, with familiarity with the latest and upcoming wireless trends.
Technical leadership abilities, including leading cross-functional technical teams to brainstorm and solve customer issues.
Ability to work effectively in cross-functional teams (technical support, R&D, quality).
Excellent verbal and written communication skills.
Ability to address questions and complaints with tact and proficiency.
People management experience, including managing others' work, delegation, and bringing out the best in others.
You'll excite us if you have:
End-to-end wireless network knowledge, including open RAN.
This Job is not budgeted for relocation and/or immigration. LOCAL candidates only.
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Why CommScope?
CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.
If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at CommScope.
CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com. You can also learn more about CommScope’s accommodation process and EEO policy at https://jobs.commscope.com/eeo
Learn more about how we're on a quest to connect the future and build what's next.
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