Assistant Program Manager

Summary
National Power, LLC is actively seeking an experienced Assistant Program Manager. Under the general direction of and reporting to the Director, Broadband Service, you will play a pivotal role in managing incoming calls, creating work orders, and coordinating with subcontractors to ensure timely job responses within our Service Level Agreement (SLA).
The ideal candidate will possess not only technical expertise but also a positive attitude, strong teamwork skills, and a commitment to safety.
 
Essential Duties and Responsibilities
Core duties and responsibilities include the following. Other duties may be assigned.

• Coordinate subcontractors and equipment to appropriate locations based on customer requests or immediate needs.
• Create and update work orders with ETAs, follow-up items, and resolutions.
• Record and maintain files and records of customer requests, work or services performed, charges, expenses, inventory, and other dispatch information.
• Track open tickets to ensure timely completion and communicate status to customers.
• Arrange for necessary repairs to restore service and schedule these repairs.
• Answer incoming calls professionally and efficiently.
• Relay information between subcontractors and end customers via text, phone calls, and Microsoft Teams messages.
• Provide regular updates to customers regarding job status, ETAs, and resolutions.
• Liaise with supervisors or customers to address problems, service requests, or equipment needs.
• Ensure all tickets are resolved within the specified SLA.
• Conduct and participate in department meetings as necessary.
• Communicate process improvement opportunities.
• Serve as point of contact working with internal and external customers to resolve tickets in a timely and professional manner.

Education, Skills, and Other Qualifications

• HS Diploma required; some college preferred.
• 3 – 5 years of experience in service dispatching.
• Supervisory experience highly preferred.
• Fluency in written and spoken English.
• Intermediate knowledge of Microsoft Office Suite applications; preferably Excel.
• Experience with Microsoft Dynamics 365 or other ERP systems preferred.
• Good attitude, strong customer service skills, detail oriented.
• Focus and the ability to remain cool under pressure in a fast-paced work environment are a must.
• Identifies and resolves problems in a timely manner; Gathers and analyzes information. skillfully, Develops alternative solutions, Works well in group problem-solving situations.
• Problem Solving- Dependability- Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.
• Attendance/Punctuality- Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Judgment- Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Compensation and Benefits

• Competitive pay depending on previous experience and current certifications. Overtime is also a factor and is paid at 1.5 X base. We are a performance based company and pay will ultimately reflect the employee’s productivity and overall performance.
• Three weeks of paid vacation after 90 days (first year is pro-rated based on start date)
• Up to 9 paid company holidays
• Paid sick time
• Company-paid Life Insurance ($75,000)
• Company-paid Short-term and Long-term Disability Insurance
• Medical, Dental, and Vision Insurance: Offering four medical plan options, with one plan fully covered at 100% by the company.
• 401(k) retirement savings plan with company matching
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)

Additional Info:

• Criminal background check and pre-employment drug screen are required.
• This is a remote position and will require the employee to work away from home.

Work Schedule:

• Friday: 11:00 AM to 12:00 AM
• Saturday and Sunday: 9:00 AM to 10:00 PM

Equal Opportunity Employer:
National Power, LLC is an Equal Opportunity Employer and VEVRAA federal contractor. National Power affords equal opportunity to all applicants for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, gender identity or any other status protected under local, state or federal laws.