Lead Service Owner - IoT

Company: USCellular
Location: Chicago
Posted on: January 16, 2022

Job Description:

Lead Service Owner - IoT - SAL022553

The Lead Service Owner is the dedicated technical POC for large IoT enterprises and resellers throughout the customer lifecycle. This position is primarily responsible for ensuring the UScellular IoT service, including the network and associated systems, perform to meet customer expectations. The Service Owner maintains primary end-to-end ownership of IoT Customer technical issues, in some cases resolving issues themselves, and in some cases driving issues to resolution as Case Manager, by resource-targeted teaming with the specific entity required to resolve. Works closely with Service Operations, Engineering, IT, Intercarrier Services, device OEMs, and other resources as needed. Targeted engagement will require a great deal of technical skills, troubleshooting experience, and understanding of LTE call flows, IoT system provisioning, roaming concepts, and device behavior.

• Solve customer problems - resolve issues promptly, recommend and implement ways of improving customer experience.
• Demonstrate an expert knowledge and experience with technical concepts that drive the IoT service (MME, LTE interfaces, P-GW, S-GW, PCRF, Diameter/Radius, HSS, IMS, SMS, LTE/CATM/NB IoT devices & modules, SIMOTA methods and systems)
• Design solutions and identify and communicate how engineering/technical solutions can support the achievement of short- and long-term business goals.
• Demonstrate an expert knowledge of IoT SIM Management/Connectivity Delivery platform(s) such as Nokia WING, Ericsson DCP, Cisco IoT Control Center, or others.
• Develop repeatable methodology for triage/troubleshooting procedures to enable targeted fix agent involvement.
• Establish and maintain strong working and collaborative relationships with Enterprise customers' technical leadership.
• Proactively communicate planned outages and negotiate requested changes.
• Communicate unplanned outages and steps being taken to mitigate service disruption and provide root cause analysis.
• Build and share network key performance and key service indicator dashboard that provides a view of how the UScellular IoT service is performing for the enterprise customer and resellers, for presentation on a monthly/quarterly basis.
  
  #LI-RM1
  
  
  • Bachelor's degree in engineering or related discipline; or equivalent work or military experience.
  • Proven success in developing and maintaining positive customer relationships with both technical staff and leadership.
  • 8+ years of relevant technology experience in multiple business and technical areas.
  • Expert knowledge and experience level in connectivity management platforms such as WING, DCP, Jasper.
  • Work cooperatively at all levels in a matrix environment to build and maintain positive relations.
  • Ability to use persuasive language to connect with customers and persuade them for new products and services, and innovative mind-set to develop unique ideas for enhancing customer relationship.
  • Strong Influence Management skills; awareness of Situational Leadership a plus.
  • Familiarity with business strategy/processes and expertise in designing business solutions that link disparate processes and application systems.
  • Technical acumen in different wireless services such as LTE, VoLTE, Private LTE, IoT, Smart City, 5G, mmwave, or other relevant technologies.
  • Excellent problem-solving capability and out of box thinking to ensure forward movement in providing new solutions offerings.
  • Excellent oral, written communication and presentation skills, and knowledge of wireless industry.
  • Ability to excel in a cross-functional, matrix team environment.
  • Requires knowledge of outsourcing/managed services methodologies and operating models and working with professional services firms.
    PREFERRED QUALIFICATIONS
    
    • Business acumen in at least one of the Enterprise Sales Operations/Business Partner domains (Marketing, Sales Operations, Finance, Customer Service, HR, Engineering, etc.).
    • Prior experience in a relationship management, dedicated business customer support, or sales support role.
    • Prior experience in a "Case Manager" type role, providing incident and problem ownership and matrix management to resolution.
      
      Job : Sales Business Solutions
      
      Location(s) : Illinois-CHICAGO_IL Wisconsin-MADISON_WI, Oklahoma-TULSA_OK, Wisconsin-WAUKESHA_WI, Tennessee-KNOXVILLE_TN, Iowa-URBANDALE_IA
      
      U.S. Cellular is an EEO employer and gives consideration to qualified applicants without regard to race/color/age/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status, pregnancy or genetic information. Associated topics: .net, c#, design, develop, matlab, maven, project architect, senior, software architect, software engineer lead

Keywords: USCellular, Chicago , Lead Service Owner - IoT, Other , Chicago, Illinois