Telaid

Field Service Vendor Specialist

Connecticut - Niantic, CT 06357

Overview

Salary Range $18.00 - $20.00 Hourly Position Type Full Time

Description

Remote if not located near a Telaid Office

Department: Service Delivery

Reports To: Manager, Service Delivery

FLSA: Hourly/Non-Exempt

Hours of Work: Full time

Who We Are

Telaid helps enterprise clients accelerate technology adoption to achieve their business objectives. We design, deploy and support critical technologies, reducing time, task, cost and risk associated with managing technologies in complex, multi-site environments. But Telaid is not your ordinary technology integrator. Committed to excellence, our vision is to be a people first, customer obsessed company with great (not perfect) leaders who strive to provide the best possible experience for our employees, partners and customers. We're working hard to build and maintain a culture of integrity, trust and accountability that attracts, trains and retains the right employees for the right roles. If you're looking for a great place to work, learn and advance your career, get to know Telaid!

Our Core Values are – Be Proactive, Be a Team Player, Take Ownership & Do the Right Thing Summary of Position

We are looking for a professional excited for a unique opportunity to provide help build, maintain, and coach our vendors as part of our Service Delivery Team. You are an individual who has a strong work ethic, possesses strong customer service, communications, and interpersonal skills. You are a detail orientated person, a self-thinker, who can multi-task, and the drive to successfully complete tasks independently.

Telaid's Last Mile Delivery can only be successful if we continue to grow and nurture our partner workforce. The Partner Relations Specialist will contact potential partners for Telaid's partner program, assist with onboarding, support resolution of system related questions, and help with scheduling technicians to meet Telaid's customer demand. This role will support the Service Delivery Department goals and objectives: technician depth to meet Telaid's growing customer needs, employing skilled technicians aligned with Telaid's values, meeting performance objectives on time, on budget, no surprises, behavior and competency accountability, SLA compliance, and value aligned partnerships in our ecosystem.

Primary Duties and Responsibilities

• Identify and track potential partners for Telaid's Business Partner Program
• Onboard new business partners and assist with maintaining compliance
• Recruit and source field technicians to support service and project teams, especially those that require specific skills, licenses, or experience and training
• Partner Utilization
• Building and maintaining primary and secondary field technicians resources to support service agreements
• Support dispatching work orders, especially those instances where new partners are being employed
• Adoption and proliferation of FSM within Telaid and the business partner base
• Handle escalation issues related to technicians and see through resolution
• Educate partners on how best to manage their profile, monetary transactions, and overall relationship
• Support partners growth and success, leveraging performance metrics
• Provide reports and meaningful data points related to technician base: performance, spend, volume, skills, program experience, training, satisfaction, other
• Perform other work-related duties as assigned by management.

Qualifications

Skills and Personal Attributes

• Desire to work in a fast-growing changing environment
• Superior customer service skills.
• Excellent oral and written communications skills.
• Showcase a pleasant and assertive telephone personality with good listening skills.
• Develop and maintain strong client and technician relationships.
• Multi-task effectively.
• Manage stress and exercise self-control in client and schedule-driven situations.
• Perform well under pressure.
• Highly self-motivated and enthusiastic.
• Team player with strong level of collaboration and coordination skills, able and willing to foster an environment of teamwork, support and promote Telaid's Core Values within Service Delivery team.

Education and Experience

The Partner Relations Specialist should possess a high school diploma, moderate to advanced proficiency in Microsoft Office Suite, as well as 1-3 years of customer service experience. A background in technical support is preferred.

Benefits

• 401k with employer matching and Profit Sharing
• Medical, Dental, Vision, Life and Disability Insurance Benefits
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Other Voluntary Benefits:
• Critical Illness and Accident Insurance
• Pet Insurance
• Bark – Parental controls to ensure online safety for kids
• Norton LifeLock Identity Protection
• Employee Discount Program