Monitoring and Management Specialist

JOB TITLE: Monitoring and Management Specialist (MMS)

DEPARTMENT: Operations Support

REPORTS TO: Manager – Monitoring and Management

JOB SUMMARY: As part of the responsibility related to Monitoring and Management work, this individual will assist with the coordination of resources, customer downtime communication, monthly/quarterly reports, and facilitating any special needs required to ensure the highest level of customer service. Additionally, this individual will assist in the monitoring and remote troubleshooting of DAS alarms. This person should also be aware that on-call may be required, including nights, weekends, and holidays, as required to ensure critical customer support. This position reports directly to the Manager of Monitoring and Management. This position is also the primary contact for the entry, tracking, and closure of work orders and Monitoring and Management tickets

MONITORING AND MANAGEMENT SPECIALIST DUTIES AND RESPONSIBILITIES:

• Entry of new Maintenance Contracts into the FST system via identified workflows
• Entry of new Work Orders into the FST system via identified workflows
• Tracking and closure of Work Orders, including requests for invoicing to accounting
• Post-implementation customer issue support as defined by the Monitoring and Management (M&M) contract
• Coordinate non-project on-site customer support needs via communication to the appropriate operations leadership team member(s)
• Communicate alarm/issue updates to the customer during downtimes, including descriptions of issues, diagnostic updates, and estimated timelines for repairs
• Remote DAS alarm monitoring and troubleshooting
• Provide monthly /quarterly reports to customers on the health of their system per customer contract and leadership request
• Assist with supporting initial Monitoring and Management deployments
• Able to support rotating and/or periodic on-call duties, including nights, weekends, and holidays
• This position is an on-site Network Operations Center position

MONITORING AND MANAGEMENT SPECIALIST BENEFITS:

• Competitive salary
• Medical, Vision, and Dental insurance - EMPLOYER pays 100% of employees' premiums
• 401(k) retirement savings with employer match - eligible after 90 days
• EMPLOYER provided Short term / Long term disability, Life insurance and Accidental Death & Dismemberment after 1 year
• Meal stipend while traveling
• Paid travel time
• Paid training/certifications
• Paid vacation
• Paid holidays

MONITORING AND MANAGEMENT SPECIALIST QUALIFICATIONS:

• High school diploma or equivalent
• 3-5 years minimum in wireless telecommunication diagnosis and troubleshooting
• 3-5 years of customer service
• Relevant Network Operations Center (NOC) or technician experience
• Commitment to excellence and high standards
• Demonstrated proficiency in supervising and motivating others
• Excellent written and oral communication skills for individuals from various backgrounds
• Excellent presentation skills
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to work independently and as a member of various teams and committees
• Proficient in Microsoft Office Suite and Google G Suite
• Strong interpersonal skills
• Working knowledge of service networks: 5G, GSM, CDMA, WCDMA, LTE, Public Safety, EVDO, and the service applications characteristics and capabilities.
• Preferred working knowledge of a variety of DAS OEMs including: Corning, ADRF, Commscope, SOLiD, and JMA

MONITORING AND MANAGEMENT SPECIALIST COMPETENCIES:

• Adaptability: Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Ethics: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Innovation: Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Judgment: Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Planning/Organizing: Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Project Coordination: Develops support plans; Coordinates M&M and Support deployments; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Written Communication: Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information
• Technical Skills: Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Quality: Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

MONITORING AND MANAGEMENT SPECIALIST PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Frequently required to stand
• Frequently required to walk
• Frequently required to sit
• Continually required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Frequently required to talk or hear
• Occasionally exposed to wet and/or humid conditions (non-weather)
• Occasionally works near moving mechanical parts
• Occasionally works in high, precarious places
• Occasionally/Frequently/Continually exposed to outside weather conditions
• While performing the duties of this job, the noise level in the work environment is usually quiet
• The employee must occasionally lift and/or move more than 60 lbs.
• Specific vision abilities required by this job include: Close vision

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.