Customer Service Manager

Wireless Infrastructure Group (WIG) is seeking an In-Building Customer Service Manager to support its enterprise customers across the United States. The role owns customer relationships and service performance while troubleshooting in-building wireless networks, coordinating technical teams, supporting network improvements, and identifying opportunities for additional services.

Responsibilities:

• Act as the primary point of contact for enterprise customers, managing service performance, customer satisfaction and technical escalations
• Build strong relationships with customers, mobile network operators, property owners and internal technical teams
• Lead regular service reviews, manage expectations and ensure issues are resolved efficiently
• Diagnose and resolve technical issues across small cell, DAS, Ericsson Radio Dot and enterprise wireless networks, both remotely and on-site
• Investigate RF, fibre, IP transport, power and equipment faults using specialist testing tools and network performance data
• Work closely with engineering and field operations teams to optimise network coverage, capacity and performance
• Apply RF engineering knowledge to identify coverage and capacity issues and recommend improvements
• Review network designs, technical documentation and proposed system changes
• Support network optimisation, upgrades and expansion projects
• Identify opportunities for network upgrades, expansions and additional services within existing customer accounts
• Support technical site surveys, feasibility assessments, solution design and project scoping
• Work alongside sales teams to develop technical proposals and present solutions to customers
• Prepare clear technical reports, including root-cause analyses, service performance updates and test results
• Manage technical issues from initial investigation through to resolution, coordinating internal teams, carriers and equipment vendors
• Conduct or support Functional Call Testing (FCT) to validate network performance following installations, upgrades and repairs

Requirements:

• 7–10+ years of experience in in-building wireless, DAS, small cells, RF engineering or wireless field engineering
• At least 3 years of experience in customer service management, technical account management or sales engineering within an enterprise environment
• Proven hands-on experience troubleshooting live in-building wireless networks
• Strong understanding of LTE, 5G NR, RF design principles, network performance and optimisation
• Experience using RF testing equipment, network monitoring tools and performance data to diagnose and resolve issues
• Ability to manage customer relationships, technical escalations and multiple stakeholders effectively
• Excellent written and verbal communication skills, including technical reporting and customer presentations
• A bachelor's degree in Electrical Engineering, Telecommunications or a related discipline, or equivalent practical experience
• Experience with Ericsson Radio Dot, CBRS, private LTE/5G and neutral host infrastructure
• Working knowledge of iBwave, RF design tools, PIM testing, OTDR and network testing platforms such as Nemo, TEMS or XCAL
• Understanding of IP networking, VLANs, fibre transport and enterprise IT environments
• Experience supporting technical sales, site surveys, feasibility assessments and solution development
• Industry certifications from Ericsson, Nokia, CommScope, JMA, Corning, SOLiD or iBwave
• Additional certifications such as CCNA, ITIL Foundation, CBRS CPI or ERCES/NICET