Responsibilities include (listed by priority):

1.       Provide VoIP support for DPS customers

2.       Assist sales with VoIP system designs

3.       Perform VoIP implementations

4.       Support Project Managers in VoIP analysis and station reviews

5.       Support managed services – TES (Total Enterprise Support.

6.       Perform billable service work implementations and Managed Services (TES).

7.       Assist sales, project management and customers with creative solutions using VoIP.

Purpose

Your primary objective is to provide support and generate billable revenue through customer consulting, product implementation and maintenance activities.  This will include implementation, configuration, testing and ongoing support.  Also, uncovering new opportunities and driving new business for Professional Services and DPS is important.  In addition your services will be required in supporting sales through reviewing current customer’s VoIP requirements, quotes and assisting the sales team where necessary.

The main characteristics for the success of the person in this position are ownership of customer and technical issues, as well as, customer and DPS communications, follow-up and attention to details.

DPS strives to deliver excellent customer service.  You should respond to customers in the way you would like to be treated if you were in their situation.  Every effort should be made to set proper expectations and then meet or exceed those expectations.  This position requires the individual to take ownership and responsibility for all installations and services assigned to him, and to perform all work in a professional manner.

General Responsibilities

1.     Your primary responsibility is to ensure that we are maximizing your talents.  You will be ensuring that our VoIP designs, implementations and on-going maintenance activities are delivered accurately and efficiently.  You will also be needed to back-up our third party activities and to fill-in where a third party cannot deliver. 

2.     Handle all maintenance calls as assigned by the Support Center administrator in a timely manner.  Note:  All calls must be handled according to the assigned priority as detailed in the DPS Support Center Procedures and Processes.

-          Confirm the validity and accuracy of the assigned VoIP-related cases. The VoIP Network Engineer is responsible for the accuracy of the problem priority. Promptly report any problem priority changes to the Support Center Manager and update all Support Center cases.

3.     Work with customers, engineers and management in a manner that promotes productivity, efficiency and customer satisfaction.

4.     VoIP Network Engineers are responsible for the dispatch, shipping and coordination of all parts/labor according to the specific maintenance contract commitments, whether these resources are from manufacturers and/or DPS directly. Ensure that all calls are handled according to each maintenance customer commitments and the DPS Support Center Problem Prioritization and Escalation Guidelines.

5.     The VoIP Network Engineer is responsible to maintain the maintenance customer documentation files and all assigned Support Center cases and project documentation.   All paperwork (documentation, expense reports, Field Service Reports, etc.) must be completed properly and in a timely basis.

6.     Provide proper follow-up and notification from start to finish with customers, sales and resources (remote engineers and manufacturers).  Provide proper documentation on all assigned projects through to resolution.

7.     It is important for all VoIP Network Engineer to stay current on new products and technologies in internetworking and to maintain proper assigned certifications.

8.     Perform all assigned field service operations; including installations, service calls, telephone troubleshooting and TES services.

9.     Maintain open lines of communication with management and account representative(s) regarding situations/problems concerning customers.   See the customer problem through to resolution or restoration of service.   Escalate problems and own them so credibility is always maintained with the customer.

10. Assist Support Center personnel in solving problems and maintenance support dispatch where needed.  Willingness to travel to customer sites for either installation or maintenance support work.  VoIP Network Engineers are required to carry a cell phone (DPS-supplied) during business hours and also during their scheduled off-hours Support Center duty.  While on Support Center coverage, engineers are required to carry the cell phone and respond to calls on a 24 hour basis.

All engineers are required to work a minimum of 45 hours each week.  Shortages must be accounted for with paid time off (i.e., sick/personal, vacation, or floating holidays) or with prior management/personnel approval.