Logistics Tech in Lanett, AL at WOW!

Date Posted: 10/17/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Lanett, AL
  • Experience:
    Not Specified
  • Date Posted:
    10/17/2020
  • Job ID:
    REQ-2020-784

Job Description

The Logistics Technician position works inside of WOW and the primarily focused on supporting new customer service installation. The Technician is responsible for providing a high level of internal customer service and real-time support, while at the same time, maintaining the configuration and scripting accuracy and associated order quality intervals for the customers network CPE functions as well as CPE inventory. This position acts as an internal escalation point for shipping issues and other internal customer needs as well as providing technical documentation and training as required. This position will also perform quality assurance analysis and participates in special projects as required. In managing the aforementioned processes, the Technician is also responsible to first maintain a high level of professionalism in any outbound communication and ensure necessary records and order updates are maintained in the WOW back-office systems.

Duties & Responsibilities:

Essential Duties and Responsibilities include the following but are not limited to:

  • Role requires warehousing duties including ordering of equipment and inventory control

  • Develop and evaluate processes to ensure effectiveness of IP design deployment.

  • Involvement with developing and/or evaluating applications or tools in support of automation and administrative support.

  • Maintains inventory tracking of equipment, monitors minimum levels and orders equipment as needed.

  • Configuration / reconfigure Routers and CPE equipment.

  • Loading Configurations into equipment and shipping to customer location

  •  Manage work queues as well as to prevent delinquent tasks and resolution.

  •  Assist with technical questions/resolutions from other WOW colleagues.

  • Shipping equipment to the correct site for customer activation

  • Coordinate own responsibilities with those of other team members so no order is delayed

  •  Alerts management to revenue affecting road blocks.

  • All other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To perform this job successfully, an individual must have exceptional organizational skills and be able to multi-task.  They must also be able to provide outstanding customer service and support in a professional manner and in accordance with company policies and standards. 

  • Role requires demonstrated technical proficiency with DSL/T1 circuit, CPE, LAN/WAN, and IP networking configuration, trouble-shooting, and fault isolation procedures.

  • Configuration of multiple vendor platforms at the command line as well as understand the differences and capabilities of the different equipment platforms.

  • Knowledge of shipping and logistical procedures. As well as follow up for orders with delivery exceptions.

  • Understand different cabling types and pin outs to determine cables needed (Cross over versus straight through, Coax versus CAT5/CAT6, Ethernet pin outs versus T1, etc…)

  • Must be able to Configure CPE in a timely manner given known working scripts (pdf/text) and be able to troubleshoot any issues that arise during configuration

  • Must be innovative, able to set/change priorities and use available resource to meet the needs of WOW and our client.

  • Possesses a working knowledge of the provisioning process and overall work flow throughout the service implementation process.

  • Solid organization and time management skills

  •  A minimum of 2-3 years of applicable experience (or equivalent education), working in a CLEC, ILEC or ISP environment.

  • Knowledge of data networking, including: TCP/IP, UDP/IP, ICMP, DNS, ARP, ATM, Frame Relay, VPN, routing, bridging, and switching

  • Understanding the technology, relative makeup, common applications, circuit composition, installation/repair process, and fault isolation procedures

  • Ordering and maintaining inventory

  • Able to forecast inventory needs in the future

  • Excellent customer service skills and desire to provide quality service and response to clients.

  • Must have the ability to make quick effective decisions that have a significant impact on WOW clients

  • Ability to multitask and navigate between divergent systems.

  • Must be willing to work overtime, including weekends, as the work load requires

  • Desire Act as an interdepartmental technical liaison and actively participate in various process, systems, and quality projects

  • General routing and switching experience

  • Troubleshoot Data products with demonstrated technical proficiency

  • Candidate should maintain exceptionally strong written and verbal communication skills

This position requires the applicant to be focused, goal driven and exhibit an obsessive attention to detail.  Applicant must be a team player who can motivate team members and cross resource to accomplish the common goal.   Must be able to work under pressure, along with demonstrating solid time management skills and demonstrate a winning attitude.

Education/Experience:

  • Associate’s Degree in related field, or equivalent related experience.
  • CCNA, or equivalent Cisco/ or comparable router experience preferred
  • Technical certifications and/or on the job technical training certificates preferred
  • Excellent oral and written communication skills
  • Experience with WOW network or related service delivery group

Computer Skills:

Proficiency with word processing and spreadsheet software, Internet software and e-mail. Ability to learn new software systems and access online support/tools. 

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job the employee is regularly required to use hands to finger, handle, or feel and talk or hear.  The employee is occasionally required to stand; walk; sit and reach with hands and arms.  The vision requirements include:  close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.   Must be able to lift 50 pounds.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Employee is required to work designated shift hours and overtime including evening and weekend.  Must be able to travel on an occasional basics.  Ability to work independently and as a member of a team.

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer