Manager Technical Assistance Center (Operational Technology)

Position Title: Manager Technical Assistance Center (M2)

For more than three decades, Crown Castle has led the way in shared communications infrastructure, delivering profitable solutions by connecting communities, businesses, and people, and enabling each to thrive with reliable access to voice and data in more places, faster than ever before. When you join Crown Castle, you become part of a dynamic team of passionate and collaborative professionals engaging in complex challenges and contributing to projects that shape the future of life and work.

ABOUT THE ROLE

Lead the Technical Assistance Center in support of tower operations as it relates to the on-going operation and maintenance of tower lighting systems and communications lines, ensuring optimal system performance provides for continued compliance with all applicable contracts and regulations. This includes establishing and implementing the standards, policies, and procedures by which all hardware and software related to lighting and remote monitoring systems is evaluated, selected, installed, configured, diagnosed, repaired, maintained, and upgraded. Oversee and lead programs that leverage data from post-mortem analyses to reduce failure rates. Responsible for training programs that ensure successful system installations and troubleshooting practices are executed by internal and external field resources. Provide expert support and manage the development of procedures for common alarms, driving resolution to key operational issues with manufacturers, drive requests for new features/capabilities, developing and maintaining an alarm catalog, and an effective and efficient R&M management approach with regards to these systems. Also, ensure new system releases are implemented with minimal service interruption. Drives constant improvement in system reliability and automation.

WHAT YOU WILL DO

• Lead and coach a team, maximize the effectiveness of individuals in their current roles and drive continuous development, foster a culture and atmosphere of open communication and collaboration consistent with company values


• Responsible for staffing decisions, including, but not limited to, hiring, goal-setting, performance reviews, termination, rewards determinations, training/development, and scheduling; ensure those decisions are objective and aligned in approach with peers in the organization


• Identify and set strategic goals to maximize the output of the team and corresponding value to the business


• Understand the financial performance indicators of the company and how the team impacts those metrics, act to positively influence and advance those impacts


• Seek and implement solutions (innovations, processes, products, services, etc.) in response to opportunities, trends, or systemic issues


• Establish and maintain cross-functional partnerships and networks, proactively communicate stated goals and progression to ensure alignment of efforts towards common objectives


• Collaborate—challenge directly and exhibit a willingness to be challenged—cross-functionally and across all levels of the company


• Oversee the analysis, diagnosis, and resolution of complex and systemic tower lighting, monitoring, and marshaling system problems; devise, recommend, and implement corrective solutions


• Manage a team of engineers conducting post-mortem assessments and root cause analyses


• Recommend, schedule, and manage hardware equipment improvements, upgrades, and repairs


• Develop, monitor, and manage key metrics and reporting to measure processes and deliverables critical to efficient and effective lighting and monitoring system operations (from installation to decommission)


• Manage external vendor relationships and programs that provide escalation paths, committed response times, troubleshooting support, proactive communication, and active engagement in the development of new technologies and products


• Conceptualize and manage projects and programs that ultimately reduce the failure rates of hardware and software deployed in the field


• Develop and support training programs for internal and external field resources


• Establish and maintain standards, policies, and procedures related to systems, lighting, and monitoring; ensuring compliance with all applicable industry and regulatory standards


• Participate in or lead the development of qualification requirements for internal and external personnel


• Oversee the development, facilitation, and delivery of training programs for both internal and external field teams

WHAT YOU WILL NEED TO SUCCEED

Education Qualifications

• Bachelor’s Degree in Arts/Sciences (BA/BS) in telecommunications, electrical engineering required

Experience Qualifications

• 5+ of technical work experience in the telecommunications (or similar) industry with a technical background in tower lighting, telephony, and data networking preferred


• Previous experience in managing direct reports strongly preferred

Where You Will Work

This role falls into our hybrid work model, which is 2-days work from home (Monday and Friday) and 3-days in the office (Tuesday through Thursday) to optimize collaboration, relationship building and key stakeholder engagement and may require some travel as needed. Starting 07/01/2026 we will move to a 4:1 hybrid model which is in office Monday-Thursday with the option for remote work on Fridays.

YOUR COMPANY BENEFITS
At Crown Castle, we do our best to ensure you have access to the resources you need to live a healthy and happy life no matter where you are in life. Our benefits are built around your individual needs, covering physical, mental, and financial health and designed to enhance your quality of life.

We are proud to offer a full suite of health and wealth benefits for you and your loved ones. Below are a few of the key highlights of the many benefits we provide.

• Comprehensive healthcare plans with highly company subsidized premiums and up to $2,000 annual company contribution to your Health Savings Account (HSA base plan for employee and dependents).


• Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions).


• New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave.


• Tuition reimbursement up to $5,250 per year of eligible tuition and fees.


• Crown Castle scholarship program awarding up to $10,000 per recipient each year for eligible dependent children of employees and interns.


• Matching charitable contributions to qualified charitable organizations of up to $1,000 per year per teammate.


• Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service).


• 10 company holidays plus 2 floating holiday.


• All offices provide free beverages and snacks.

Compensation
The salary range offered for this position is $100500 - $138200 annually. A candidate's offer is determined by various factors including but not limited to, depth of experience, role-related knowledge and skills, relevant education or training, internal alignment, and work location. Depending on the position offered, the compensation package may also include incentive compensation opportunities in the form of a discretionary annual cash bonus or commissions, and equity incentives.

Additional Information
If you are interested in joining our team, please visit the Crown Castle careers site to apply. We do not accept resumes from agencies, headhunters, or other third-party suppliers who have not signed a formal agreement with us. This position will remain posted until filled.