Dir, Field Operations

Company: TIme Warner Cable
Location: Utica
Posted on: June 6, 2021

Job Description:

Posting Job Description

JOB SUMMARY

Responsible for overall fulfillment standards and compliance across all management areas (MA), from the point of entry (demarcation with Construction/Maintenance) to the customer premise equipment, across the assigned region. Create, implement and enhance consistent standardized operating practices that are aligned with the company's initiatives and strategic direction. Provide leadership and direction to the MA field operations including fulfillment and service for Enterprise customers, trouble call reduction, TQA as well as Enterprise dispatch and workforce management. Implement, measure and enhance consistent practices to ensure stable service delivery alignment with regional initiatives and expectations. Partner with Enterprise groups outside of Field Operations to optimize customer experience.

SHIFT

Monday - Friday, 8:00am - 5:00pm, or as business needs dictate

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently monitor and support all Enterprise Field Operations efforts to simplify and enhance the customer experience

Engage and empower MA Enterprise managers to follow regional and corporate compliance

In working with the MA, ensure an innovative, collaborative work team produces exceptional results and customer experience

In working with the MA, ensure implementation of contract labor performance and continuous feedback on the performance of the contractors along with recommendations for business opportunities

Implement initiatives in collaboration with Corporate and Management Area leadership, and direct MA field operations, including fulfillment and service, fault rate reduction, and TQA

Responsible for adhering to best practice/standards identified within the region and ensuring compliance

Responsible for implementing and tracking quality improvements across the MA as measured by the company-wide field operations metrics

Ensure field compliance with corporate policies and procedures, Federal Communications

Commission standards and franchise requirements

Provide data for budgeting/forecasting, accountable for the functional budget and approve related expenditures

Translate corporate and field priorities into short-term objectives

Participate in developing and enforcing policies and procedures

Works with Dispatch, Workforce Management, Customer Service, and Field Operations teams to increase efficiencies to reduce customer experience issues and improve fulfillment and service delivery

Assist with planning for overall Enterprise technical aspects, implement new technologies and ensure system is capable of supporting these technologies

Work with corporate management to ensure new polices and processes can be successfully adopted and executed by Enterprise Field Operations

Perform other duties as requested by management

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner

Ability to handle multiple projects and tasks

Ability to make decisions and solve problems while working under pressure

Ability to supervise and motivate others

Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.) Knowledge of all FCC compliance reports and other rules and regulations

Comprehensive understanding of applicable local and state rules and regulations

Comprehensive understanding of OSHA rules and regulations, both federal and state

Knowledge of company products and services

Ability to think strategically and anticipate future trends, needs and expectations

Strong business planning and forecasting skills

Strong analytic, organizational, and problem solving skills

Ability to focus on overall strategy of the region

Strong team and relationship building skills

Proven leadership and mentoring skills

Ability to analyze data and develop and present data driven reports

Ability to document, prepare and present executive level presentations

Education

Bachelor's degree in electronic engineering or equivalent experience

Master's preferred

Related Work Experience Number of Years

Technical experience 8-10

Enterprise technical experience or equivalent 5

Project management experience 5

Management experience 5

Installation and repair of WAN/LAN and wireless access point (WAP) related equipment experience

PREFERRED QUALIFICATIONS

Skills/Abilities and Knowledge

Advanced knowledge of HFC and IP Networks

Knowledge of Enterprise Operations and Fiber Networks

Technical knowledge of company products and services

Education

Relevant industry and vendor-specific certifications and training

Industry and vendor specific certifications and training (NCTI, SCTE) (i.e. NCTI - Master Technician, HFC Networks or SCTE (BCSS) Business Class Services Specialist)

CCENT - Cisco Certified Entry Networking Technician

CCNA (SP) - Cisco Certified Network Associate (Service Provider)

WORKING CONDITIONS

Office environment

Exposure to moderate noise levels

Travel as required

Keywords: TIme Warner Cable, Utica , Dir, Field Operations, Other , Utica, New York