CenturyLink Post Sales Engineer II in Dublin, Ohio

CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

Job Summary

Post Sales Engineer II

The Post Sales Engineer II is responsible for addressing Federal account post-sale network operations and related technical issues interfacing with various levels of management and multiple internal work groups and organizations to lead and direct customer service improvements, resolve customer service problems and issues, escalate orders within CTL and act as the primary technical resource to the customer.

Job Description

Responsibilities:

-Will provide point of contact after the sale for assigned accounts and is accessible 24x7 when normal CenturyLink Channels fail to meet the customer's expectations.

-Required to be an expert at identifying and utilizing resources and continually develop relationships within customer organization, CenturyLink service centers and other organizations. Will be an effective team member providing customers with a superior customer service experience through communication, coordination, and facilitation.

    • Will perform real time 7 X 24 escalations to help facilitate timely and accurate resolution of implementation and repair issues.-Revenue Growth and Retention: Resource for technical information after sales process. Will assist account team to ensure adequate facilities are provided and network is optimized. Participates and project manages, as required, during complex installs.
  • -Will lend expertise for responses to proposals; specifically addresses any items on RFPs pertaining to how CenturyLink performs maintenance, change management and proactive monitoring on products.

  • -Stewardship Reporting: Develops, analyzes and distributes reports based on customer specifications. Some reports could include: Trouble History, -Mean Time to Repair, Percent % Availability, Ticket Resolution, Reason for Outages, Network Optimization/Groom projects, credit for Service Level Agreement details, etc. Also included are inventories, network enhancements and current organization and escalation charts.-This position is responsible for providing superior and effective management of customer related service installation issues with a strong focus on implementation, design, provisioning, test and turn up.-Proven knowledge of provisioning and design systems is essential (i.e. TIRKS, Core, LIMS). The ideal candidate will have a broad-based knowledge of operating systems that support all facets of circuit provisioning.

Qualifications

  • Professional and Technical Expertise: Will maintain professional and technical expertise at all times. Required to continually develop knowledge and expertise through self-study and training courses. Will be the post-sales/implementation technical resource for customer and account team questions, escalations, and information. Basic Job Technical Qualifications:

  • Bachelor's degree in Engineering or a related field/relevant Experience

  • 5+ years of experience in sales support, engineering and/or network operations.

  • WAN Protocols – a solid understanding of network protocols (TCP, UDP, IP, ICMP, OSPF, BGP, EGP, EIGRP, and IGRP).

  • Products – A solid understanding of Ethernet, MPLS (Private Port and Internet Port), VPLS, Security Services (DDOS, Managed Firewall, Network Managed Security), Cloud Services, Collocation, IP Voice, Transport Services (Optical Wave, Metro Private line) and traditional Voice Services.

  • Voice/Data network design principles - A solid understanding of network design to include the components end to end. An understanding of network infrastructure technologies, components, and equipment, and be able to contribute to technical discussions involving all CenturyLink voice and data services.

  • LEC Provisioning and Maintenance - In depth knowledge in basic processes and the management of LEC activities and services.

  • Technical background in Voice and Data Solutions for an overview of components to identify and assist in isolating service impacting issue.

  • Engage proper resources both internally and externally to minimize duration of impacted services and help meet product service level agreements.

  • Ensure timely and complete resolution to customer satisfaction including necessary follow up. Basic Job Non-Technical Qualifications:

  • Decision making, analytical, problem solving, negotiation, communications (oral, written and listening), organizational, project management, team work, and presentation skills to lead and influence customer and cross- functional teams

  • Candidate must be able to analyze complex system delivery issues and remove roadblocks to meet customer requirements.

  • Candidate must be able to perform under pressure, often within short timelines.

  • This is a demanding fast paced job where multi-tasking is required.

  • We are looking for a goal oriented problem solver who can work independently and with others as circumstances exist.

  • This candidate must be an organized individual who can meet critical customer demands measured by key performance indicators.

  • Ability to work in a remote office environment with limited management over site

  • Fluency with MS office product suite (Word, EXCEL, PowerPoint)Valid driver's license with a satisfactory driving record

Education

Alternate Location: US-Ohio-Dublin; US-Ohio-Mansfield; US-Virginia-Arlington; US-Virginia-Herndon

Requisition # : 143731

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.