Who is Intrepid Fiber Networks:
At Intrepid, our mission is to deliver reliable, secure, high-capacity fiber connectivity to communities throughout the United States to meet the broadband demands of the future. We are innovating toward a world where last-mile fiber connectivity is standard for communities everywhere. Intrepid is a Brookfield Infrastructure portfolio company led by established telecommunications executives with over 100 years of combined experience in the industry. With a committed owner and a strong asset base, Intrepid is well positioned for growth.
Role Summary:
The Market Manager is responsible for supporting day-to-day in active markets to ensure all activity required in support of successful customer installation and trouble resolution are resolved in a prompt and timely manner as outlined below.
Responsibilities:
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Work directly with install and repair vendors to resolve any day-to-day issues
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Work directly with ISP on any rescheduling opportunities or coordination
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Ensure all daily scheduled install and repair activities are completed per schedule
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Work directly with 3rd party NOC as needed / to resolve any day-to-day issues
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Maintain installation materials inventory for install and repair vendors and order as needed
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Perform quality audits on work completed by install and repair vendors
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Task audits
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Field audits
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Support Intrepid Fiber field technicians with consumable and materials inventory and order as needed
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Screen service requests to determine network status of in-home and network devices
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After hour support: respond to network outages, emergency restoration activities, and in support of maintenance activities
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Ensure response and repair intervals are met
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Assist in coordination / resolution for network outages
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Engage with and manage third party partners that are responsible for the oversight, restoration, and recovery of the network
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Troubleshoot system failures and outages on the network and work to restore in an expeditious manner
Qualifications:
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Self-starter / can operate independently and make sound decisions as it relates to support of customers and network
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Understanding of networking and equipment as well as network architecture and topologies
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Must be able to understand, read, and interpret construction documents – (network diagrams / as-builts)
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Understanding of all facets of OSP, including construction methods, materials used, and how to diagnose network outages
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Able to maintain a customer and network health focus
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Can manage difficult or emotional customer situations and responds promptly to customer needs with a focus on solving conflict, not blaming
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Understands and prioritizes safety by observing safety and security procedures, determining appropriate action beyond guidelines, and reporting potentially unsafe conditions
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Ability to work Monday through Friday. Potential on-call work on weekends and after hours
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Some local travel will be required