| Job Number: | 34255823 | | Company Name: | Qwest | | Job Location: | Las Vegas, NV US | | Job Category: | Sales & Sales Management | | Salary: | Yes (amount not posted) | | Minimum Education: | 4-Year College Degree | |
| | Updated: 8/21/2011 |
Sales Engineer Principal
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Responsible for supporting an assigned base of CenturyLinks Business Markets Groups (BMG) customers, responsible for addressing post-sale network operations and related technical issues. Will interface 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, and act as the primary technical resource to the customer. Will provide a single point of contact for assigned accounts and are accessible 24x7 when normal CenturyLink Channels fail to meet the customers expectations.
Customer Care Relationship and Communication Management: Required to be an expert at identifying and utilizing resources. Must continually develop relationships within service centers and other organizations. Will be an effective team member providing customers with a superior customer service experience through communication, coordination, and facilitation.
Manage Service Level Agreements: The goal is to reduce customer network outages, time to repair, and SLA credits. Will perform real time 7 X 24 escalations to help facilitate timely and accurate resolution of repair issues. Will develop service improvement plans in conjunction with their customer and CenturyLink Work Centers. Will identify process issues and solutions. Responsible for ensuring CenturyLink customer notification databases have current and accurate customer information at all times.
Revenue Growth and Retention: Responsible for providing technical expertise during the sales process. Also responsible for monitoring the customers network statistics to ensure adequate facilities are provided and network is optimized. Participates and project manages, as required, during complex installs. Assist in the introduction of new products and services. 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.
Professional and Technical Expertise: Will maintain top 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.
Knowledge: Manages the overall health and welfare of complex voice and data products and services that are challenging and unique due to their technical, strategic or complex nature for CenturyLink customers to ensure the highest level of customer satisfaction and CenturyLink profitability.
Basic Qualifications
3-5 years of telecom and/or IT industry experience
3-5 years of sales engineering and/or systems engineering experience
CPE A solid understanding of M13s, fiber muxes, high end aggregation, core routers, switches and their applications from local access to the enterprise and WAN environments.
WAN protocols broad understanding of various network protocols
Products A solid understanding of Private Line, ATM, Frame Relay, IP, ISDN, and Disaster Recovery, i.e. TSP, BCR, CP, RAF, 911 conditional routing.
Industry Terminology A solid understanding of the OSI model and principles, and a solid understanding of industry terminology i.e. POPs, COs, muxing, CPE, ILEC, HiCap.
Voice/Data network design principles a solid understanding of network design to include components end to end. A strong understanding of voice switching technologies and equipment, PBX interconnection, 911 networks and call routing from origination to termination.
LEC Provisioning and Maintenance in-depth knowledge of basic processes and the management of LEC activities to include but not limited to ILEC, CLEC, VoIP and Wireless service providers.
Data Services A firm understanding of IP routing protocols and how they are utilized. A thorough knowledge of CenturyLink data service offerings.
Voice Services Solid understanding of switched and dedicated networks. A strong knowledge of in-band and Out of Band signaling protocols, i.e. MF, DTMF, E/M, ISDN Q.921/931, SS7, CAMA , DID.
Network Capacity planning Identify, make recommendations for network capacity augmentation as necessary. Work with facilities and planning engineers to complete grooming/re-grooming.
Trouble Isolation Procedures:
Work with customer and CenturyLink operations technicians to identify when loopbacks are present as well as when they may be necessary to fault isolate or temporarily restore services.
Able to identify and recommend test patterns used to assist in trouble resolution of DS-1 and above services.
Ability to use basic router commands to assist in fault isolation and trouble resolution.
Non-Technical Qualifications:
Strong analytical, decision making, problem solving, negotiation, communications (verbal and written), organizational, team and presentation skills to lead and manage customer and cross- functional teams
Proficiency with MS office product suite (Excel, Word, PowerPoint)
Customer focus with strong commitment to CenturyLink core values
Results focused
Valid drivers license and satisfactory driving record
Preferred Qualifications - Experience with Access is a plus
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