JOB PURPOSE: 

Manage and implement customer care activities to promote optimal customer service and retention by effectively leading and supporting customer care teams, efforts, and strategies.

KEY FUNCTIONS:

• Lead, develop and manage the technical customer service team in carrying out the essential elements of Midco’s standards, policies, and procedures; set attainable goals and objectives and follow through to successful completion.
• Develop and direct staff, by carrying out the essential elements of Business Customer Care strategy, standards, policies and procedures, and by creating and maintaining a positive work environment.
• Be available to team members to provide direction and communication.
• Coach team members on best practices to promote career development and increase customer satisfaction.
• Consistently monitor performance for quality and coaching opportunities.
• Actively set daily, monthly, and weekly goals designed to reach department expectations.
• Provide timely performance feedback and daily coaching. Perform annual reviews and effectively manage disciplinary and/or performance problems.
• Compile timely and accurate daily, monthly, and yearly reports as requested.
• Recognize individual and team contributions to encourage a positive work environment.
• Support Midco efforts to improve customer awareness and loyalty.
• Support Midco efforts to improve employee loyalty.
• Manage projects focused both on team efficiencies and customer satisfaction/effort improvement.
• Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers.
• Adhere to Midco’s privacy guidelines to ensure each customer’s privacy.
• Maintain regular attendance to be available for your team and as required by your position.
• Be available to provide assistance to team members outside of normal business hours, as needed.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• Function as an effective team member while supporting the efforts and concepts of other Effectively communicate with other departments to handle escalating issues in a timely manner.
• Support the mission, vision and values of Midco.
• Collaborate effectively with internal and external customers to ensure exceptional service.
• Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity.
• Remove obstacles for team members. Encourage creative solutions.
• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.
• Communicate clear expectations that set a high bar while holding team members accountable to reach these goals.
• Demonstrate business acumen by using data to drive decisions and actions.
• Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and finding ways to cut through ambiguous problems.
• Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind.
• Actively follow Midco policies and procedures.
• Perform other duties as assigned.

EXPERIENCE AND EDUCATION: 

• Post-Secondary degree in a related field and/or equivalent experience strongly preferred.
• Two or more years of Call Center experience required.
• Previous customer service leadership experience in a call center environment is preferred.
• Previous supervisory leadership in a technical field preferred.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The employee may occasionally lift and/or carry loads of up to 30 lbs.
• The noise level in the work environment is moderate to loud.
• Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

ABOUT MIDCO:  

Midco: 

• Is the leading provider of reliable, high-speed internet via fiber and fixed wireless technology, serving 460,000 homes and businesses in 400 communities across the Midwest.
• Provides exceptional customer experience and a superior network, while being a force for good in the communities we serve.
• Delivers TV services including Midco Sports (a regional sports network), phone, data center and advertising services, plus wholesale networking solutions.

Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work: 

• Free Midco internet & TV
• Great opportunities to get involved in volunteerism
• Generous 401(k) match and paid time away from work programs
• And many more

Visit Midco.com/Careers to learn about employment opportunities and apply today. 

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com/Federal Posters.  

JOB PURPOSE:

The Technical Facilities Engineer is a critical role for maintaining Midco’s facilities. This position is responsible for planning, building, coordinating, and maintaining the technical facilities portfolio and helps keep Midco as a leading internet service provider in the Midwest.

KEY FUNCTIONS:

• Ensure that structures are physically sound and capable of supporting the electronic equipment housed within it. Facility must meet all local, state and federal codes.
• Confirm that facilities have sufficient cooling and heating to keep the temperature at an acceptable and constant range at all times and in all areas of the facility and within racks.
• Ensure that buildings have sufficient available power including Generator and UPS loads. The electrical system needs to be stable and conditioned with proper grounding and surge suppression.
• Confirm that the correct power is available to support new equipment as it is installed.
• Ensure buildings have the proper security in place to prevent unauthorized access and is well lit.
• Budget, design, and manage projects related to technical facilities.
• Ensure facilities have sufficient means for suppression of fires.
• Manage the installation of racks and raceway.
• Develop, expand and improve the existing procedures and practices to continually incorporate the latest findings, highest standards and best practices in the telecommunications industry.
• Work closely with the NOC to ensure critical parameters are being monitored by the NOC.
• Provide training to those that manage the day-to-day operation of the sites and those that work at the sites on all relevant systems.
• Perform technical facility site audits.
• Manage vendor relationships relating to facilities management. This includes, but is not limited to electrical, UPS, HVAC, generators, plumbing, snow removal, lawn care, garbage service, security service, and parking lot maintenance.
• Communicate clearly and regularly with the Technical Facilities Manager regarding any potential or outstanding problems or issues.
• Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers
• Operate and drive a Company vehicle in accordance with all Midco policies including maintaining a safe driving record.
• Communicate effectively and professionally in all forms of communication with internal and external customers.
• Adhere to Midco privacy guidelines to ensure each customer’s privacy.

ADDITIONALFUNCTIONSANDRESPONSIBILITIES:

• Effectively communicate with other departments to handle escalating issues in a timely manner.
• Support the mission, vision and values of Midco.
• Collaborate effectively with internal and external customers to ensure exceptional service.
• Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity.
• Remove obstacles for team members. Encourage creative solutions.
• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.
• Communicate clear expectations that set a high bar while holding team members accountable to reach these goals.
• Demonstrate business acumen by using data to drive decisions and actions.
• Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and
• finding ways to cut through ambiguous problems.  
• Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind.
• Actively follow Midco policies and procedures.
• Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

• Bachelor’s degree in engineering or equivalent technical degree or experience required.
• Minimum of five years’ experience in technical facilities or commercial building construction field required.
• Working knowledge of HVAC, UPS, and generators required.
• Applicable knowledge of NEC, OSHA, NFPA and other safety codes required.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The employee must occasionally lift and/or carry loads of up to 84 lbs.
• The noise level in the work environment is moderate.
• Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.