TeleCom Clinic's Definitive Guide to Job Descriptions
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JOB TITLE: ASSOCIATE DIRECTOR CLIENT SUPPORT & SERVICE

LAST UPDATE: August 30, 2001

DESC. NO.: T1-0110

BASIC FUNCTION:

Primary responsibility is the direction and management of the Client Support and Services divisions of the Switched Telecommunications Operations and Service Department. Secondary responsibilities include assisting Director in overall operations of department in administrative and technical matters.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Reporting to Director ‑ provide direction, administration, technical and educational leadership in fulfilling the Client Support and Service activities. Direct and manage all aspects of Organization user support including the following; trouble call resolution, continuing analysis of user needs, training and education of organization user community, consulting, broadcasting of relevant system information, voice mail management, maintaining and upgrading of system administrative functions, and documentation maintenance. Provide cost efficient services to community while working closely with the Director to improve constantly and enhance the organization's telecommunication abilities.

Direct and Control the departments' Service division including the implementation of a new, organization managed Move/Add/Change (MAC) procedure, field trouble shooting, and scheduling of service. Provide direction to contract personnel for PBX (switch) maintenance, and provide training and education of staff for such maintenance. Effectively control all inventory including telephones, data equipment, electronic boards and cables. Direct the start up and management of a repair shop for station equipment. Function as technical administration telecommunications advisor to organization telecommunications operations and activities at remote location sites. Establish staff job functions as necessary, determining qualifications and characteristics for departmental staff members.

Works closely with all Managers of Information Systems, User Services, Systems/Applications Managers, Data Processing Groups and other organizational personnel as is appropriate.

Performs other duties and assignments as directed.

SUPERVISION RECEIVED:

Performs under the general direction of the Director, information Services Support Operations.

SUPERVISION EXERCISED:

Provides direct supervision of managers and staff to fulfill the above functions and responsibilities. Has a very wide area of latitude to complete and deliver necessary services.

QUALIFICATIONS:

College degree, preferably a B.S. in Engineering or a related field, five years direct experience with responsibility and supervision of a large telecommunication system with at least ten years management of telecommunications technicians and administration of same, or a combined equivalent of education and work experience. Five years experience in telecommunications service, maintenance and inventory database management control. Strong working knowledge of telecommunications and voice processing technology and managerial concepts and, large PBX system environments. Experience in a large, complex organization or corporate structure environment required. Knowledge of organizations' environment helpful. Must have excellent interpersonal, verbal and written communication skills. Strategic planning and decision‑making experience. Ability to interface with users and staff. Must be able to work in stressful situations. Working experience with PC's essential, main frame software helpful.

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TeleCom Clinic c/o Neil Sachnoff
4402 Stonehedge Road
Edison, NJ 08820

Copyright © 1991-2001by Neil S. Sachnoff, First Printing 1991, Printed in the United States of America