Tait Communications · 3 months ago
Service Management Engineer - Milwaukee, WI
United States
Full-time
Remote
Mid, Senior LevelTait Communications is a company focused on critical communications solutions, and they are seeking a Service Management Engineer to act as a communications system advisor and consultant to clients. The primary responsibility of this role is to ensure continuous access to technical expertise for sustaining the client's communications network while managing service and support issues effectively.
Communications InfrastructureTelecommunicationsWireless
Responsibilities
Trusted advisor and single point of contact for all service and support issues and projects
Improved management of the customer experience
Optimize delivery capabilities
Pro-actively manage any Customer Support issues
Equipment is installed and commissioned on time and to a satisfactory quality level
Ensure that the Managed Service Agreement obligations are met
Maintain the internal vendor/customer model – strategic partnership
Work collaboratively with the sales team throughout the engagement lifecycle
Enhance monthly reporting capabilities – reduce manual input
Partners with the sales team to identify new opportunities
Work with the sales team to promote usage and adoption of Tait services and products to help client achieve stated goals
Ensure the client understands and leverages the capabilities of their network
Ensure that issues are prioritized based on customer impact
Distribute technical notes, product hold notices and quality alerts in accordance with the customer's communication policy
Coordinate with SME L2 staff and L3 engineers to prioritize and drive resolution for technical issues
Assist with Remote Access and collect customer data as required
Deliver training to customer on contracted Tait product and service operation, maintenance and troubleshooting
Assist the client with planning and executing system changes and upgrades
Demonstrate and promote MS benefits for the client
Cultivates opportunities for the sales team and positions BDM at key stages of the discussion
Acts as the key responder to all incidents and problems affecting the Client network
Serves as the focal point between Tait Support, Engineering Resources and the Client
Performs detailed analysis of all available system performance data to identify areas requiring tuning for optimal quality of experience by system users
Performs analysis of Client feedback and Tait Incident logging data to ensure high levels of system performance
Delivers the analysis described above in meetings with Client via weekly or quarterly
Maintain system documentation to ensure accuracy and compliance to Change Management processes
Provide operational oversight of the Managed Service delivery to the Client
Lead a cadence of meetings to review the performance and delivery of the service
Serve as the first point of escalation for any service request or concern regarding any aspect of Tait's delivery of services
Communicates and presents complex concepts clearly, precisely and concisely. Keep it simple
Demonstrate active listening skills
Leads & drives cross functional client and internal teams to identify and deliver an appropriate solution
Adopts consulting style to Client profile, culture and maturity. Builds Client trust to be considered 'Trusted Advisor'
Analyzes and captures Client requirements and expectations
Analyzes requirements of the Client and advises them on solutions/products that are the best fit
Demonstrates cross-product knowledge within a portfolio (Tait and Third Party)
Is able to identify emerging market and Client requirement to define innovative solutions
Understands key market evolution from end user perspective and Client positioning
Establishes credibility, is recognized as a 'Trusted Advisor' and maximizes Tait reputation
Interacts with the Client and contributes to analyze and formalize their business requirements by understanding end-user's current and future expectations
Is aware of Client requirements and related budget issues
Manages Client satisfaction and feedback
Shares previous experiences and re-uses available solutions adjusting to the specific Client environment maturity and context
Understands and manages client and partner expectations (relationships)
Uses a structured approach for all significant problems
Uses judgment to make independent decisions under stressful conditions
Anticipates, identifies and communicates the technical risk involved in the delivery of service
Qualification
Required
Degree in engineering or equivalent experience
Deep technical and system knowledge of the installed solution
Ability to act as a communications system advisor and consultant
Ability to exercise sound judgement in the prompt resolution of challenging situations
Availability to be onsite during normal business hours and especially during planned or unplanned events
Ability to address incidents and problems involving other entitled clients as required
Experience in managing customer support issues
Ability to work collaboratively with the sales team throughout the engagement lifecycle
Experience in delivering training to customers on contracted products and services
Ability to perform detailed analysis of system performance data
Experience in maintaining system documentation for accuracy and compliance
Ability to communicate and present complex concepts clearly and concisely
Demonstrated active listening skills
Ability to adopt a consulting style to client profile, culture, and maturity
Experience in analyzing and capturing client requirements and expectations
Ability to identify emerging market and client requirements
Experience in managing client satisfaction and feedback
Ability to use a structured approach for problem-solving
Ability to anticipate, identify, and communicate technical risks involved in service delivery
Company
Tait Communications
Tait Communications is a global leader in designing, delivering and managing critical communication solutions that help utilities.
Founded in 1969
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Dan Draughn
Director Global Solutions
Recent News
Research and Markets
2025-08-29
2025-07-29
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