Tier 2 Team Lead (2nd Shift)
Allbridge delivers one connected experience with all data, video and voice technologies for hospitality, healthcare and higher education organizations. Formerly Bulk TV & Internet, DCI Design Communications and EthoStream, Allbridge currently serves more than one million rooms nationally and positions properties for the future while strengthening the relationships they have with their customers.
We are rapidly growing and seeking top talent to join our team. If you want to work in a thriving industry and contribute to best of breed solutions, Allbridge may be the company for you. Made up of talented, dedicated, and energetic professionals, Allbridge offers significant career growth opportunities and competitive compensation and benefits packages.
Provides technical support and acts as primary liaison between customer, vendors, and field service agents for all commercial repair/services, specializing in High Definition delivery systems in the hospitality industry. Provide technical assistance, guidance, and coaching, mentoring and professional development to all TSG staff.
Essential Job Functions:
Provide first level technical support for customers and field service agents regarding installation, repair and maintenance of commercial satellite TV head-end and distribution systems, integration of off-air satellite and satellite delivered SD and HD signals, OTT content and Pro:Idiom encryption equipment and processes. Insure more complex technical problems and customer escalations are handled in a timely, cost effective and appropriate manner while maintaining customer expectations without compromising the profitability of the company. Utilizes reports, dashboards, and other tools to monitor departmental metrics to insure Key Performance Indicators (KPIs) are being met, work with supervisor to develop and implement strategies to improve low performing KPI’s. Insure team compliance with current policies and procedures, attendance and performance expectations and address discrepancies in a timely and professional manner
Insure cases are assigned and responded to in accordance with the published Priority Assignments; handle all service requests in a timely and cost-effective manner to include controlling labor, travel and parts expenses. Timely and accurate updates are documented in case notes, updates are provided to customers and management as required. Provide assistance to resolve and de-escalate customer complaints in a timely and cost-effective manner, escalates critical service issues to manager.
Promote and monitor team morale and employee welfare, notify supervisor of situations that may have a negative impact on the team. Conduct training, mentoring and coaching to insure team stays abreast of the latest industry standards, emerging technologies and ever-changing customer expectations. Continually evaluate department policies and procedures to achieve staff efficiency, maximum productivity and process streamlining to insure professional quality support services are provided.
Utilizes reports, dashboards, and other tools to monitor departmental metrics to insure Key Performance Indicators (KPIs) are being met, work with supervisor to develop and implement strategies to improve low performing KPI’s. Insure team compliance with current policies and procedures, attendance and performance expectations and address discrepancies in a timely and professional manner.
Process parts orders, RMAs, warranty and non-warranty replacement for customers and service agents. Maintain service department records, files, and documents; perform additional administrative and clerical support to manager upon request. Provides technical assistance on Tier 1 escalated cases, provides technical assistance to all TSG staff as directed. Act as Dir Technical Supervisors representative during off hours, holidays, unscheduled office closings or other absences.
Set up independent contractors as primary or back up service agent for a specific state or metropolitan area; negotiate prices with service agents in accordance with established rates; refer any exceptions to rates to manager; submit new agent welcome packet. Ensure workmanship is performed in accordance with Allbridge expectations and established industry best practices.
S. diploma, certificate/diploma in electronic repair with 5 years of experience in a technical service environment or an AA degree with 4 years of equivalent technical experience, additional experience may off-set educational requirements.
- Possess excellent communication, telephone and business writing skills, including the ability to write and format business letters professionally.
- Ability to work weekends, holidays and overtime as required.
- Computer literate with the ability to Windows and Windows based programs as well as other data base programs.
- Advanced understanding of the theory and application of remote support/diagnostics, establishing remote connections, configuration files, basic networking knowledge.
- Knowledge of satellite television, commercial head-ends, RF distribution, OTT content, standard and high definition television systems, Pro:Idiom encryption, computer and networking knowledge.
- Shift will typically be an 8 hour shift between the hours of 4:00 Pm – 12:30 Am EST M-F, hours subject to change dependent on company and customer needs.