Technical SME

Full Job Description

Technical SME– Account Operations

Technical SME, Demand Acceptance, Success Call, and Critical-Window Scheduling for the Comcast Program.

Reports to: Comcast Program Manager (SME Team).

Travel: Up to 10% as needed for customer meetings or training.

Position Overview

Technical SME is a senior member of the Comcast SME team who supports field technicians on Comcast work while also participating in the decisions that determine site accpetance: which demand the program accepts, whether every site in the next 3 days has a qualified and confirmed technician, and whether completed work is confirmed successful before it is closed. You will split your time between live technical support and account operations, working closely with the Demand, Assignments, Validation, and Current-Day teams. This role is designed as a development path toward an Essintial Account Manager position or other role of responsibility. The ideal candidate is technically sharp, organized, decisive under time pressure, and comfortable communicating with technicians, internal teams, and the customer.

Key Responsibilities

Technical SME – Comcast (approx. 40%)

· Review assigned sites before the visit: scope, start time, technician readiness, site history, equipment, and known risks.

· Monitor technicians from check-in through completion and walk them through the required steps in order per the set instructions.

· Troubleshoot network, wireless, cellular/WAN, and site-device issues remotely and escalate design, scope, or safety issues to the Lead Technical SMEs.

· Validate closeout: photos, speed tests, WAN failover, VPN connectivity, device status, and technician notes before recommending completion.

· Act as the teams closer completing all closing tasks for the day

· Work and share lessons learned with the Training team.

Critical-Window Assignment & Scheduling – Next 3 Days (approx. 20%)

· Own coverage for every site scheduled in the next 3 days so each one has a named, qualified, accepted, and confirmed technician.

· Work with the regional assignments specialist to fill gaps from backouts, availability changes, and unassigned sites using W-2 technicians first and approved partner resources when needed.

· Confirm technician, date, start time, time zone, scope, and materials, and keep Salesforce accurate using the E-number.

· Hand off a complete, risk-flagged schedule to the Validation and Current-Day Execution SME team each day.

Demand Acceptance (approx. 20%)

· Work with the Demand Specialist to review new demand against technical scope, technician coverage, geography, and lead time.

· Accept demand that meets the criteria set by the Program Manager and recommend conditional acceptance.

· Flag work that is technically incomplete or likely to fail on site and return it for clarification before it is committed.

· Ensure demand acceptance momentum by working with each Regional assigner

Success Call (approx. 10%)

· Run the success call for completed sites, confirming with the technician and the Comcast or site contact that the work met the success criteria.

· Record the result for each site (success, partial, failed, or return visit required) and assign an owner and next step for anything not successful.

· Report success rates and repeat issues to the Program Manager and Lead Technical SME.

Account Management Development (approx. 10%)

· Join Comcast operating calls and deliver status updates, risk summaries, reports and recovery plans under the Program Manager’s guidance.

· Learn and report key account metrics such as completion rate, success rate, reschedules, labor mix, and margin drivers.

Skills at a Glance

Networking, Wireless, Cellular/WAN - Strong troubleshooting of switches, firewalls, access points, cellular backup, and WAN failover.

Scheduling & Workforce - Technician assignment, confirmation, gap recovery, W-2 and Field Nation deployment, geographic coverage.

Demand & Account Operations - Demand review, acceptance decisions, success confirmation, customer status reporting.

Soft Skills - Clear communication, sound decisions under time pressure, accurate documentation, coaching, customer service mindset.

Software - Salesforce, OfficeTrack, Field Nation, Microsoft Excel, Microsoft Teams, Microsoft SharePoint, remote access and validation tools.

Growth Path

This role is built to prepare the SME for an Account Manager position at Essinital. Promotion depends on performance and business need and is not automatic.

Work Environment

The Technical SME works remotely, or within the Essintial office, supporting field technicians at commercial and retail sites nationwide. Early-morning and late-evening starts are expected to match site schedules, with occasional weekend work during schedule recovery. Installations typically run 4–8 hours and may extend based on site conditions.

Essintial is an equal opportunity employer. This job description is not exhaustive and may be amended at any time.

Requirements:

Required Qualifications

· Demonstrated SME performance on Comcast project scopes, including remote troubleshooting, closeout validation, and technician coaching.

· Working knowledge of technician assignment, scheduling, and W-2 and augmented labor deployment.

· Ability to make sound decisions inside a 3-day window and escalate risk early with clear facts.

· High accuracy in Salesforce, OfficeTrack, the Comcast scheduling tracker, Microsoft Excel and other MS Suite tools

· Clear, professional communication with technicians, internal teams, and Comcast contacts by phone and Microsoft Teams.

· Available for later evenings if a site runs past expected time.

Preferred Qualifications

· Experience with demand intake, order management, or capacity planning in a field-service environment.

· Experience presenting status, risks, or recovery plans to a customer.

· Working knowledge of networking fundamentals: TCP/IP, VLANs, DHCP, DNS, PoE, and firewall and switch concepts.

· Interest in account management, including customer relationships and commercial performance.

#EES25

Qualifications

Education & Experience

• Associate’s or Bachelor’s degree in Information Technology, Engineering, or related field preferred
• 5+ years of hands-on technical experience in relevant field (IT infrastructure, data centers, networking, or technical services)
• Experience supporting complex implementations and critical incident response

Skills & Competencies

• Deep technical expertise with strong troubleshooting and analytical skills
• Ability to review and produce high-quality technical documentation
• Strong communication skills, including the ability to explain technical concepts to non-technical audiences
• Experience working cross-functionally in PMO or project-driven environments
• Strong attention to detail and commitment to quality