Starting a CS Org for a Telecom

Bernard Nieto

Hi Everyone!

The company I'm with has tapped me to start and lead a CS department in our organization. We're a telecommunications company with clients of varying sizes and ranging from Banks, other telecoms, down to small businesses.  We provide internet connectivity, VoIP and private site to site connectivity.

I don't really have any formal experience in CS, I started with the company as the very first technical support rep, moving to different departments from network ops, service delivery, inside sales, carrier sales and eventually currently as the manager of our sales engineering team. 

I'm struggling with where CS would fit into the other departments, and when would they would get engaged. 

Any guidance would be appreciated.