Service Manager II

MCA, your trusted advisor for wireless communications, data, and security is seeking a Service Manager in Chapel Hill/Durham, NC to support the Cellular Network Solutions (CNS) team in our Data division.

MCA seeks team members who share our values: service, growth, teamwork, and safety. As a Military Friendly Employer, we welcome veterans, with over 250 already on board. Join us and become part of the MCA family, where we prioritize both work and enjoyment. We offer competitive compensation and benefits such as Medical, Dental, Vision, 401K, PTO, Holiday Pay, Education Incentives, and more.

WHAT YOU WILL BE DOING:

• Direct all phases of CNS services and provisioning teams.
• Full responsibility for managing, scheduling, and overseeing the workload of services and provisioning for a team of 4-8 team members.
• Responsible for providing feedback and mentoring to improve the team’s efficiency and effectiveness.
• Provide proficient training documentation on processes for the services and provisioning team.
• Develop and maintain positive relationships, while providing excellent customer service both internally and externally.
• Set and achieve goals, establish priorities, serve as day-to-day lead for customers (internal and external - technicians, administration, invoicing).
• Possess a strong hands-on technical background, exceptional leadership skills.
• Proven track record of ability to manage multiple projects simultaneously within scope, timeline, and budget.
• Maximize productivity by identifying and implementing business efficiencies of the team to meet revenue and customer expectations.
• Review and manage team’s open cases, Return Manufacturer Authorizations (RMA’s), and vendor returns are updated bi-weekly.
• Conduct weekly staff meetings to review weekly queue/goals, productivity reports, project timelines, procedures, and role assignments of services and provisioning team.
• Train, hire, and mentor new employees.
• Maintain cross-training of individuals within the services and provisioning team for all service and provisioning aspects.
• Coordinate and facilitate cross-department projects.
• Serve as lead for maintenance and internal break-fix of CNS specific offerings and/or will work closely with other resources within the company to maintain offerings.
• Serve as lead for deployments of projects according to the defined specifications and standards of the Solutions Engineering team.
• Position will work out of corporate office daily, Monday through Friday, unless travelling to customer site.
• Strong background in managing and operating Network Operations Centers (NOCs), coupled with a proven ability to launch and drive new programs and initiatives.
  
  

WHAT YOU WILL BRING TO THE TEAM:

• 5 years of experience in technical/service management in the wireless industry or similar experience required.
• Bachelor’s degree preferred or equivalent work experience.
• Leadership experience is a must.
• Skill sets include leadership, customer service, professional experience in managing resources, organization and planning, time management, computer, and good interpersonal skills.
• Ability to maintain a positive attitude, perform under pressure, be highly motivated, adaptable, and dependable.
• Sense of urgency
  
  

YOUR ENVIRONMENT AND PHYSICAL REQUIREMENTS:

The physical environment requires the employee to work inside.

While performing the duties of this job, the employee is required to frequently stand, walk, sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear; lift (overhead, waist level) from the floor, bending, frequently utilize near vision use for reading and computer use; occasionally move equipment weighing up to 15 pounds, and frequently position self to maintain computers or other equipment as needed.

DIRECT REPORTS:

Services and Provisioning team members will report to this team.

TRAVEL REQUIREMENTS:

Must have the ability to travel as needed. (Less than 5%). Some overnight travel may be expected.

Who We Are

Mobile Communications America, Inc. (MCA) provides wireless communication, data, and security solutions that enhance workplace safety, security, and efficiency nationwide. Customers trust us to provide a portfolio of turn-key systems, products, and services — including two-way radio communications, vehicle uplift, security video and access control systems, BDA/DAS, remote monitoring, GPS tracking, SCADA, dispatch, mass notification, and point-to-point wireless networks. Our more than 60,000 customers span industries such as public safety, commercial, manufacturing, education, healthcare, utilities, and government. In addition to being the largest Motorola partner in the U.S., MCA has strategic partnerships with over 1,000 major manufacturers to offer an extensive portfolio of products and technologies.

What We Believe

We are better together through the MCA Way: living our core values of Service First, Growth, Teamwork, and Safety. We take our work and customers seriously and believe our best work can be fun. A component of our business that embodies the MCA advantage is our “Service First DNA” culture. Service isn’t just a motto for MCA, it’s an integral part of who we are and goes beyond our customers to our employees, partners, shareholders, and communities.

NOTE: The above statements describe the general nature and level of work performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, and physical demands required of personnel so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Mobile Communications America, Inc. is proud to be an Equal Opportunity workplace and is an Affirmative Action employer. We are committed to creating an inclusive environment that celebrates diversity. At MCA, we are “better together.”

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