Service Center General Manager

Organization: Mercury Broadband is a leading provider of high-speed Internet and digital phone service. The Company was founded in Topeka, KS, after recognizing a need for Broadband Internet access in rural America. A hybrid approach to serving these "last-mile" customers was developed by extending high capacity fiberoptic networks with the range, reliability, and flexibility of carrier-class wireless technologies. Today Mercury Broadband's rapidly expanding network is headquartered in Kansas City and provides Internet access to communities throughout five states across the Midwest.

Position Summary: The Service Center General Manager is responsible for providing leadership and subject matter expertise to ensure consistent execution of the Company's vision. Primarily overseeing service center initiatives and activities, including wireless telecommunications construction, fiber telecommunications construction and field services subscriber installation teams for both the wireless and fiber platforms. The General Manager will have oversite responsibility to the service center P&L. Additionally, the role will encompass management of front office teams including office administrator, project managers and sales associates. In addition to leading the resources for network construction, deployment, installation and repair, the GM will be the local leader with responsibility for being the "face of the company" within the community. The GM will work to cultivate critical key relationships with local business and civic leaders, develop local strategic partnerships for company sponsorships and events that drive brand awareness for Mercury Broadband, and network within the business community to create leads, interest and new business development opportunities for the company. To that end, the GM will work with the Sales Department and assist the local business sales representatives to direct, motivate, review and mentor them to meet or exceed local market sales and revenue targets.

Location: Kalamazoo, MI
Position Type: Full-Time
Compensation: Competitive Pay
Benefits: Health, Vision, Basic Dental & Life Insurance, STD, LTD, 401k, Paid Time Off, Paid Training

Key Responsibilities:

• Manage the service center P&L through directing construction of wireless and fiber projects, the installation of internet services within the service center footprint, manage repair and maintenance activities, and lead local business and community development efforts to establish company brand awareness, generate sales leads and grow profitable revenue to meet or exceed financial targets for the company.
• Collaborate with wireless and fiber departments to accomplish project deliverables and maintain timelines
• Interface with multiple internal teams and departments to ensure project completion on time and within budget
• Establish strong relationships across the organization with key partners, specifically construction, field operations, sales & marketing, and legal to meet the Company's goals and objectives
• Lead the local business development efforts and manage the local business account managers to generate new sales leads, prepare and deliver sales proposals, and drive local marketing strategies to build market awareness of Mercury Broadband and grow new revenue
• Meet with key customers on a regular basis to maintain positive customer service, review critical customer feedback on company performance, and optimize the overall service delivery and customer satisfaction levels for the company.
• Maintain quality service by establishing and enforcing organization standards
• Proactively manage any customer service issues to drive resolution, minimize negative impacts to the local customers and brand image, and maintain a positive and healthy reputation for the company within the local community.
• Coordinate with human resources to recruit, manage, and develop teams all teams at the service center.
• Meet with local customers as needed to resolve significant customer service concerns as they arise to minimize churn, lost revenue and negative impacts to local revenue and customer base targets.
• Manage the service center warehouse and inventory
• Manage the service center equipment needs and fleet vehicles
• Maintain the service center building and grounds
• Increase effectiveness of employees by communicating values, policies & procedures, strategies, and objectives; maintaining accountabilities; and developing a culture for offering information & opinions
• Maintain and enhance a strong customer service-oriented environment for both internal and external customers, focused on problem avoidance and resolution
  
  

Skills and Requirements:

• 10+ years in the telecommunications industry with experience that focuses teams working on wireless/fiber/customer installs
• 5+ years managing overall financial, P&L and business performance goals with a strong track record of success meeting or exceeding metrics and budgetary business targets.
• Must have high performing interpersonal skills working with office and construction team members
• Exceptional skills working with multiple departments to strive for one goal of customer driven success
• Experience managing sales functions and practical experience leading business development activities to establish a market with a new business, new product, or new area.
• Experience with telecommunications project management and strong organizational skills
• Experience working within a local community to foster effective business relationships and creating positive connections that help business development and revenue growth results.
• Experience with budget tracking, cost estimation, and cost accounting of capital plans
• Familiarity with all types of outside plant construction, and managing large capital projects
• Manage multiple aggressive design and construction schedules
• Strong critical thinking and problem-solving skills, with adeptness at analysis
• Results oriented with a strong sense of urgency, proactive and flexible
  

Education Requirements:

• 5+ years management experience
• Bachelor of Science, Business Administration, or combination of relevant education and work experience
  
  

Mercury Broadband is committed to a diverse and inclusive workplace. Mercury is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact the Human Resources Department.

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