Employer (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. Employer offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit Employer for more information.
The scope of this position is to lead a team Post Sales Engineering Service Managers in the support, acquisition, growth, and retention of Employer's existing customer base by heading up post-service support issues relating to Repair and Service Assurance of Employer Products and Services. The Manager for PSE organization will provide leadership, guidance and direction on sales and support issues to ensure customer satisfaction with Employer products and services. This includes providing internal contact expertise, advice and direction to the Sales Teams, and the customer base which contributes to the sales process. This position is the escalation point for all customers and Sales/Support team members who need additional support for Service Interruption and Repair activity. The manager is responsible for driving process and product improvement within our operational teams. The manager will coordinate and manage the PSE team workload, assignment, and provide critical customer care guidance.
- Manage, lead, and support activities of the account consultant team.
- Responsible for hiring and managing performance of assigned departmental employees.
- Responsible for ensuring the assigned employees are trained on current products and processes.
- Responsible for employee development, formalized and scheduled training programs for assigned employees.
- Responsible for developing, implementing, and monitoring departmental goals and KPIs.
- Special projects as assigned.
- Leverages internal resources at multiple levels within Employer to build the best solution for customer
- Bachelor's degree or equivalent education and relevant experience
- 10+ years of related experience
- Master’s degree
- 8+ years of experience
Bachelors or Equivalent
Masters or Equivalent
Alternate Location: King of Prussia. PA; Philadelphia, PA; Linthicum. MD; Charlotte, NC; Richmond, VA
Requisition #: 169712
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.