MCA, your trusted advisor for wireless communications, data, and security, is seeking an experienced **Customer Operations Specialist** to support our fast-growing **Data** 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 customer service contracts are kept current and invoiced prior to expiration. + Work with the Network Service Operations team to develop, create, and distribute network health KPI reports to all customers on regular basis. + Meet with existing customers to review 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 tools. + Work with marketing and sales on updates to service 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 offerings and win rates in order to partner with sales leadership on growth. + Working within cross-functional teams and customers. **WHAT YOU WILL BRING TO THE TEAM:** + 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 Teams + Valued team player and works in parallel with peers and cross-functionally. + Strong verbal communication skills with internal and external stakeholders + Ability to work overtime, evenings, weekends, holidays, and varying schedules as required. + Experience with CRM and Database updates preferred. + Experience reading and summarizing service contracts preferred. + Background with in-building wireless technologies and familiarity with vendors preferred. + Ability to provide training and guidance to junior engineers and co-ops. **YOUR ENVIRONMENT AND PHYSICAL REQUIREMENTS:** The physical environment requires the employee to work inside.   While performing the duties of this job, the employee is required to frequently stand, walk, sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear; lift (overhead, waist level) from the floor, bending, frequently utilize near vision use for reading and computer use; occasionally move equipment weighing up to 15 pounds, and frequently position self to maintain computers or other equipment as needed.  **TRAVEL REQUIREMENTS:** Occasional travel to locations in IWS regions may be required. **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, 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.”_** \#LI-MM1 #LI-Remote