Implementation Engineer II

Lumen
United States
Workplace: RemoteFull timeFunction: Business OperationsExperience: 2+ yearsSkills: ["Customer service","Personal accountability","Troubleshooting","Problem-solving","Dispute resolution"]

Manage national vendor-supported installation orders for Building Extensions, including scheduling dispatches, monitoring SLA performance, handling escalations and disputes, auditing invoices, and maintaining “as built” documentation. Improve processes internally and externally by partnering with the Operations Manager to expand efficiencies and stability of vendor-supported activities. Support installation coordination, product/process updates, customer quote accuracy, and GLM database information for future installs.

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FursaFursa
Lumen
Lumen
2 days ago

Implementation Engineer II

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Manage national vendor-supported installation orders for Building Extensions, including scheduling dispatches, monitoring SLA performance, handling escalations and disputes, auditing invoices, and maintaining “as built” documentation. Improve processes internally and externally by partnering with the Operations Manager to expand efficiencies and stability of vendor-supported activities. Support installation coordination, product/process updates, customer quote accuracy, and GLM database information for future installs.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Manage, track, oversee, and coordinate installation activities performed by national vendors.
  • •Serve as the first point of contact for vendor-related issues and lead resolution of installation, maintenance, and ordering concerns to address SLA compliance.
  • •Assist with process improvement, expedite and escalation activities related to vendor management, including best-practice identification with field vendors.
  • •Maintain and update processes, documentation, and scripts for new products and enhancements; help ensure vendor agreements and SLAs align with product changes.
  • •Work with national vendors on customer quotes for accuracy with SOW scope and pricing; support GLM database updates for future installs and handle other assigned projects.

Pay and Benefits

Perks:Health InsuranceDentalVision401kGym Membership

Key Requirements

  • •2+ years in the telecommunications industry in engineering/operations, including customer service work and experience working with vendors.
  • •High school diploma plus 2 years advanced education in telecommunications, Customer Care, or engineering/ops (or an equivalent 2 years education/experience as defined).
  • •Knowledge of NOC operations, provisioning, and maintenance services.
  • •Understanding of products, CPE hardware, and network services, including field operations installation and maintenance activities.
  • •Strong troubleshooting, problem-solving, and dispute resolution skills, with excellent customer service and interpersonal skills.
Experience:2+ yearsTelecommunications
Skills:Customer servicePersonal accountabilityTroubleshootingProblem-solvingDispute resolution
Tech Stack:Microsoft OfficeSpreadsheetsSONETEthernetIP NetworksGLM database

Company Brief

Lumen
Provides integrated communications, network, edge cloud, and security services to enterprise, government, and carrier customers, operating a global fiber network and delivering connectivity and managed IT solutions.
Industry: Telecommunications
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Monroe, United States
WebsiteLinkedIn