Operations Assistant/Scheduler

The Operations Assistant/Scheduler will assist the senior operations team manage, the day-to-day needs of the schedule and the technicians in the field. He or she will work closely and in collaboration with the operations team and the other departments within the company.

This position supports our NH/MA cabling area of operations and will work full-time out of our Salem NH office.

JOB RESPONSIBILITIES:

• Assist in the oversight of the daily scheduling activities of Technicians for regional field operations at approximately 15-20 different locations daily.
• Assist in the coordination of the close-out process which includes, compiling test results, As-builts and final project documents for distribution back to the customer.
• Assist the operations team by responding quickly to customer requests and organize the field technicians efficiently.
• Job will require some night and weekend oversight.
• Take incoming customer calls and then schedule and coordinate some service calls.
• Create dispatch tickets for all service calls.
• Respond to all messages left overnight.
• Maintain the dispatch schedule and provide feedback regarding manpower needs to upper management.
• Contact customers with a "Parts Pending" status as parts are received for scheduling.
• Follow up on all pending and recommended work with customers utilizing the pending work log.
• Identifies and coordinates needs and receives direction on real-time staffing increases or decreases.
• Order materials and receive materials for upcoming projects/service work as well as special orders for customers.
• Stage materials with SOW, Prints, and BOM for Technicians' upcoming work
• Responds to customer service issues in a timely manner.
• Identifies potential problems, troubleshoots escalates issues to appropriate managers or departments.
• Tracks and reports on projects including percentage project completion, technician productivity, and materials lists.
• Works with financing to ensure billing and invoicing is accurate and complete.
• Participates in daily, weekly, monthly, and annual planning processes as appropriate.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance.
• Performs other duties as assigned.

SKILLS/EXPERIENCE/TRAINING REQUIRED:

• High School Diploma or equivalent combination of education and experience. Bachelor's degree preferred.
• Strong technical skills and knowledge of the telecommunications industry and/or installation including voice, data, and video-structured cabling systems.
• Knowledge of Cabling/AV/Security/Voice and Data network infrastructure industry is recommended but not required
• Experience in communications cabling is strongly preferred.
• Ability to read blueprints, notes, and specifications to provide a response that meets the requirements provided.
• Strong written and verbal communication skills.
• Experience with construction and adherence to large and small project scheduling
• Patience and the ability to work with customers in a sometimes-stressful environment.
• Advanced customer service skills.
• Ability to multi-task
• Organized
• Geographical knowledge of service area or map reading skills
• Enjoys hands-on problem-solving in a fast-paced work environment
• Ability to work well both independently and as part of a professional team
• Excellent time management, planning, and forward-thinking skills.
• Self-motivated with a positive and professional attitude.
• Strong team building, customer service, and interpersonal skills.
• Knowledge of and ability to perform basic math functions.
• Strong computer skills using Microsoft Office suite (i.e., Word, Excel, Outlook) required.
• Must maintain a valid driver's license.

This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, the Company reserves the right to modify, add or remove duties and assign other duties, as necessary.