Mgr I - Customer Ops

Manager I - Customer Ops

The Manager I - Customer Ops will supervise field technicians in the installation and maintenance of network elements within a center environment or in the field and at the customer site, assuming responsibility for installation and repair of the assigned Copper and Fiber products and services with accountability to the customer. In addition, responsible for providing operations support to multiple areas including installation and maintenance, customer engineering, customer operations, business operations, construction, and customer services departments.

Essential Functions :

• Manage field technicians in all aspects of installation and maintenance job functions pertaining to customer premise work
• Perform detailed analysis of operating data and trends to identify the root cause of problems and implement process improvements
• Manage and maintain a staffing model that utilizes demand and routine work results to determine appropriate staffing levels
• Development operational plans, programs, and organizational changes to ensure the goals and objectives of the organization are accomplished within the prescribed timeframe and funding parameters
• Manage improvement plans and programs to insure timely implementation of process, support system and / or operational changes
• Track and analyze performance, productivity, quality and customer contact results and implements action plans with regard to improvements in each category
• Monitor and maintain sufficient supply levels
• Monitor attendance and performs appraisals as needed for direct-reports
• Ensure proper time reporting procedures are followed to properly account for distribution of capital and expense labor
• Develop and maintain technician work schedules that meet customer needs
• Establish skill development and determining resource requirements for the geographic team
• Conduct field inspections, quality reviews, safety observations, bi-monthly safety meetings, and daily field visits to effectively manage customer commitments and exceed customer expectations
• Accountable for all aspects of training and development and compliance with corporate safety policies
• Review, approve the submitted timesheets, and manage overtime

Relevant Work Experience :

Education :

Two years of College or Technical School resulting in an Associate's Degree or equivalent

Certifications, Accreditations, Licenses :

Special Knowledge, Skills and Abilities :

Supervisory Responsibility :

This position has one or more employee direct reports

Work Environment :

Physical Requirements :

Ability to lift / carry supplies and equipment up to 40 lbs.

Salary Range - $80k-$112k

Equal Opportunity Employer : All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran