Telecom Service Lead
at HumCap Recruiting

Date Posted: 8/27/2017

Job Description

Telecommunications Service LEAD – East Texas

Role Description


Telecom Service Lead is the Player/Coach for their service team. They are tied

to the day to day operations of their team and the customers their team is

working with. They work closely with all their team members on a daily basis, and

lead by example and give immediate corrective direction when needed. The

Telecom Service Lead goes where their team goes. They also work closely with

their Director of Service to understand the overall strategy of the company,

the overall strategy of their Telecom Service Division, how their Telecom

Service Team fits into these strategies, and then relays this information out

to their team members.




you, and your team members are fully abiding by Employee Principles


closely with team members to make sure customer requests and issues are being

resolved quickly, effectively and with a high level of customer satisfaction


with Director to understand overall strategy of the company, overall strategy

of the Division, how their team fits into this strategy, and relay this on to

their team members


with Director to develop and thoroughly document all processes for your team


with every one of your team members in person at least once a week


with your Director to develop direction and strategies for your team that

increase customer satisfaction, profitability, team member satisfaction and

generate organic growth through lead generation


aware of future market trends and work with your Director to develop strategies

to innovate and prepare for the future


with your Director to develop KPIs for your team members


clear expectations for your team members and how you want them to perform their

daily responsibilities


immediate corrective direction when your team members are not meeting



ownership of the customer issues your team members are working on, follow

issues through to resolution, and follow up with customers to ensure a high

level of customer satisfaction


an environment of team work and collaboration across teams, divisions and



collaborate, and support other service teams as needed to deliver a unified,

synergetic experience to the customer


an Expert knowledge of the products & services your Division offers


an Expert knowledge of company processes and systems


a Proficient knowledge of all company offerings


Role Requirements


player with excellent customer service skills




interpersonal and communication skills (written& oral)


in MS Office


experience managing a team


working experience as a customer service manager


knowledge of management methods and techniques


field work experience as a telecommunications specialist


of telecom industry’s latest trends and applications


experience with telecommunications systems and devices including peripheral

equipment (phones, computer networks, cabling, on site controllers, PRIs, data

modems, SIP trunks, terminals, etc.)


to configure, install, test, troubleshoot, repair and service telecommunication

systems and equipment


to troubleshoot and resolve level II and level III telecommunication issues




will be in the $50k-$65k range depending on experience and previous leadership

level obtained. We would like to start them at a salary level that will give us

the ability to evaluate performance for a brief amount of time and give them a

raise depending on their success.

Job Snapshot

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