MCA, your trusted advisor for wireless communications, data, and security, is seeking an experienced Customer Experience Specialist to support our fast-growing Network Services division.

 

MCA is building a team of people who share our values of service first, growth, teamwork, and safety. We take our work and customers seriously and believe our best work can be fun. When you join our team, you join the MCA family! We offer competitive compensation and comprehensive benefits, including Medical, Dental, Vision, 401K, Paid Time Off (PTO), Holiday Pay, Education and Certification Incentives and much more. 

WHAT YOU WILL BE DOING:Engaging with our existing and future customers to create a “best in class” experience ensuring that our customers are fans of MCA and would recommend our services to others. Create, develop, distribute, and manage all service contract renewal quotes to ensure that customers service contracts are kept current and invoiced prior to expiration.  Work with Network Service Operations team to develop, create, and distribute network health KPI reports to all customer on regular basis. Meet with existing customers for a review of their services and performance of networks at least twice per year. Act as point of escalation and customer advocate for customer complaints, service calls, trouble resolution, and repair initiatives. Communicate contract SLAs internally to ensure that all contractual requirements are met by the Operations team.  Partnering with operations on Root Cause Analysis communications, verification of trouble resolution, and customer follow up.Manage CRM tool and process for delivering quotes for add-on services such as parts, spares, upgrades, and other customer requested actions outside of the contracted scope.Support Sales as a subject matter expert for Network Services.   Create quotes for services, assist in proposal generation, support customer meetings, and be the front door to the Network Services team to address general inquiries about services. Ensure that all customer and contract data is kept up to date in the Network Services database, CRM, and other operational toolsWork with marketing and sales on updates to services offerings and identify new ways to engage with existing and new customers to drive growth in the services business. This includes tracking and reporting on Services proposal offering and win rates in order to partner with sales leadership on growth. WHAT YOU WILL BRING TO THE TEAM:You will bring an unwavering focus on the customer.   In any situation, you will be the voice of the customer to ensure that IWS is delivering a valuable service and that customers see us as a valued partner.You will bring a positive can-do attitude that finds ways to work across IWS teams and MCA divisions to deliver for our customers.You will bring a focus on details, process, and innovation that will help push our service delivery to the next level.

 

BASIC QUALIFICATIONS: 

5 years of full-time experience directly supporting customer engagements in the role of sales, in-side sales, project management, or other customer facing role. Working knowledge of wireless services including preventative maintenance, RF testing, emergency response and repair   Outstanding customer focus with excellent verbal and written communication skills with fluency in the English language.High competency working in Excel, Word, PowerPoint, Outlook, and TeamsValued team player and works in parallel with peers and cross-functionally. Strong verbal communication skills with internal and external stakeholder

 

PREFERRED QUALIFICATIONS & TRAITS: 

Ability to work overtime, evenings, weekends, holidays, and varying schedules as required.Experience with CRM and Database updatesAbility to read and summarize service contractsBackground with in-building wireless technologies and familiarity with vendors. Typing skillsParticipates and works well within cross-functional teams and customers. Ability to provide training and guidance to junior engineers and co-ops.

 

YOUR ENVIRONMENT AND PHYSICAL REQUIREMENTS:

 

Work environment: Professional office setting with comfortable temperature control and moderate noise levelRemote “work from home” is possible and requires dedicated workspace, quiet environment, high speed internet.Physical demands include ability to sit for extended periods at a computer workstation, occasional standing and walking, and light lifting up to 25 pounds in office environmentVisual acuity requirements: Close vision to perform computer workCommunication: Extensive phone and Teams conversations and conference calls
TRAVEL REQUIREMENTS:

Occasional travel to locations in IWS regions may be required for specific meetings with internal teams or customers. 

DIRECT REPORTS:

 

No Direct Reports

WHO WE ARE

Mobile Communications America, Inc. (MCA) provides wireless communication, data and security solutions that enhance workplace safety, security, and efficiency nationwide. Customers trust us to provide a portfolio of turn-key systems, products, and services — including two-way radio communications, vehicle uplift, security video and access control systems, BDA/DAS, remote monitoring, GPS tracking, SCADA, dispatch, mass notification, and point-to-point wireless networks. Our more than 60,000 customers span industries such as public safety, commercial, manufacturing, education, healthcare, utilities, and government. In addition to being the largest Motorola partner in the U.S., MCA has strategic partnerships with over 1,000 major manufacturers to offer an extensive portfolio of products and technologies. 

WHAT WE BELIEVE

We are better together through the MCA Way: living our core values of Service First, Growth, Teamwork, and Safety. We take our work and customers seriously and believe our best work can be fun. A component of our business that embodies the MCA advantage is our “Service First DNA” culture. Service is not just a motto for MCA, and it is an integral part of who we are and goes beyond our customers to our employees, partners, shareholders, and communities. 

NOTE: The above statements describe the general nature and level of work performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, and physical demands required of personnel so classified. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

Mobile Communications America, Inc. is proud to be an Equal Opportunity workplace and is an Affirmative Action employer. We are committed to creating an inclusive environment that celebrates diversity. At MCA, we are “better together.”

 

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