Outside Solutions Team Manager
Job Details
AC8393 West Reading - West Reading, PA
7:30 -4:30 or 8:00-5:00

The Outside Solutions Team Manager works collaboratively with the team to provide leadership, direction and results within assigned work requests. Responsible for providing support to clients by working with sales and order implementation teams to deliver complex solutions including voice, data, team collaboration etc. This position will serve as a primary interface with both internal and external clients. Through these interactions the Team Manager will establish and maintain open communication paths, define expectations and follow and develop processes for clear and accurate opportunities and order requests. Primary goal is to ensure a complete solution has been provided to the client in a timely fashion and identify exceptions to normal delivery process.



Essential Functions:


  • Work as a team with the internal service organization to create a great client experience. Partner with Sales, Service and Support personnel to strategically support accounts.
  • Assist with the product/solution design and provide direction and validation on complex services.
  • Serve as escalation point to act as client liaison to service providers in managing installation projects for various services.
  • Assist in the development and implementation of service delivery processes for service offerings.
  • Lead, facilitate and record agenda notes for all required internal team meetings and assigned escalation cases.
  • Work with other team members, client and/or client- provided vendor contacts to coordinate requirements, implementation and installation of services sold. This may include assistance outside of normal business hours.
  • Ensure tracking of all documentation and communication run through internal ticketing system/database.
  • Resolving customer issues in a timely manner
  • Dealing with unexpected customer demands
  • Perform yearly reviews on direct reports


  • Approximately 3-5 years of field solution implementation and troubleshooting experience is required.
  • Experience leading a team and directing their workflow functions is required.
  • Strong knowledge of a variety of office technology solutions such as  IT, telecom service concepts and best practices.
  • Exceptional customer service orientation.
  • Strong organization skills to facilitate timely and thorough follow up on all client issues to completion.
  • Excellent verbal and written communication skills.
  • Ability to problem solve and think outside of the box to meet company expectations.
  • Ability to thrive in a fast paced, multi-tasked environment.
  • Ability to prioritize tasks and display excellent time management skills.
  • Ability to lead and direct the work of others.
  • Computer and Networking experience and skills
  • Valid Driver’s license, regional travel up to 50%


  • Competitive compensation
  • Company paid trips, awards, incentives and promotions
  • Professional environment with opportunities for advancement based on performance
  • Comprehensive benefits package which includes medical, dental, vision, life and disability, vacation, paid holidays, 401k with company match, and expense reimbursement
    Fraser helps many goal-oriented professionals achieve and surpass their goals through industry-leading training, a fun work environment and a very rewarding compensation program.
    We welcome the opportunity to discuss what the next successful years in your career could look like here at Fraser!