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Field Services Work Force Management Advisor in Madison, Wisconsin - Careers at TDS Corporate

Company: TDS Telecom
Location: Madison
Posted on: May 14, 2020

Job Description:

Overview The Field Services Work Force Management Advisor is responsible for field scheduling management roles and functions as well as Field Service trouble ticket and service order reschedules and completions. This includes associated work needed to update and maintain accurate customer billing and facilities systems information. Accuracy in this role has an impact on external customers and multiple internal teams. Functions that you will be doing include, but are not limited to, managing technician calls for assistance on work orders, timely and accurately dispatching pending orders per established protocols and procedures. You will also be involved with order and trouble management include where you will act as first point of contact for Field Services to review and investigate order and ticket content escalations.As a Field Services Work Force Management Advisor you will also be working a wide variety of software packages that will allow you to accurately and quickly dispatch technicians to install or upgrade service, and repair troubles. Responsibilities Schedule and complete service order and trouble tickets. This includes management of order scheduling and related tasks while fielding support calls from technicians; completion of Click orders, SABRE service orders, MARTENS service orders, Metasolv tasks, manual pre-quals, and UTS Trouble Tickets; rescheduling of Field Service orders and trouble tickets;Update and maintain accurate billing, company records and systems including: entry of additional billing charge or changes as indicated by FST.Create UTS tickets for dispatching of work (cable locates, pre-quals, etc.) to Field Services.Investigate overdue orders assigned to Field Services for completion.Keep abreast of technical developments and the skills needed to assume expanded job responsibilities in the sophisticated telecommunication service offerings. Maintain knowledge of relevant TDS products and services.Contribute to overall process improvement by providing feedback to management and recommended solutions. Qualifications Required Qualifications 1+ years' customer service experience.1+ years' experience with SABRE, DESI, Metasolv, MARTENS, UTS, and Siebel -OR- 1+ years' dispatch experience.Must follow the TDS attendance guidelines to meet our customers' needs. Other Qualifications Ability to work mandatory overtime during peak times and the ability to work overtime on weekend rotations.Ability to accurately record and interpret data.Associates degree (or higher) in telecommunications field is preferred.Prior telecommunications experience and an understanding of the telecommunications industry, products, services, terminology and facilities.Excellent interpersonal communication skills (i.e. verbal, written, listening).Software knowledge and skills in business and Office applications such as Windows Suite. Decision-Making and Self-Management: Skills in troubleshooting and solving problems.Excellent organizational and time management skills. Ability to manage individual workload while meeting team goals and business needs of the company.Proven aptitude to work well on a team or independently with minimal supervision.Desire and ability to work and make timely decisions in a rapidly changing and uncertain environment. Attitude: Positive outlook in challenging situations and the ability to present concerns in a constructive way.Ability to promote strong team morale and spirit.Desire to help others adapt to change.Ability to champion process improvement.Desire and ability to lead by example - self-motivated.

Keywords: TDS Telecom, Madison , Field Services Work Force Management Advisor in Madison, Wisconsin - Careers at TDS Corporate, Executive , Madison, Wisconsin

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