Job Snapshot
Location:
Louisville, KY 40223
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Industry:
Consulting
Telecommunications
Wireless
Job Type:
Engineering
Information Technology
Strategy - Planning
Experience:
At least 6 year(s)
Contact Information
Description
THIS IS NOT A MANUFACTURING INDUSTRY POSITION.
CANDIDATE MUST COME FROM AN IT ENABLED SERVICE INDUSTRY; IE,
- TELECOMMUNICATIONS
- AIRLINE
- CABLE TV
- PACKAGE DELIVERY
- FINANCIAL SERVICES
- UTILITIES
- PROCESSORS (call centers, billing, phone technical support)
Internal owner of installation, service, and troubleshooting processes, knowledge databases and troubleshooting systems. Ensures that correct information and troubleshooting steps are presented clearly, logically and efficiently at the right place and right time to the right people to minimize fault occurrences. Continuously reviews existing content with subject matter experts for accuracy and efficiency. Works with Training to develop new processes and integrate with current systems. Analyzes and recommends new systems as needed.
KEY TERMS: PROCESS IMPROVEMENT, SIX SIGMA, FAULT REDUCTION, DMAIC, TAM, STATISTICAL PROCESS CONTROL - SPC, PROCESS MODELING/ ANALYSIS
ESSENTIAL FUNCTIONS OF THE JOB INCLUDE:
- Relentlessly ensures that the right troubleshooting information is expressed in a foolproof manner to all parties who need to see it, including internal audiences as well as customers.
- Works closely with Fault Process Director and Data Fault Analyst to analyze problems and needs to determine the most appropriate means of reducing, eliminating, and/or avoiding current and future problems.
- Determines appropriate configurations of hardware and software to ensure the desired performance of operations support systems.
- Drafts engineering project proposals to define goals, identify the scope, background, and need, and ascertain cost of equipment, parts, and services.
- Works in a team relationship with the Fault Data Analyst, central and field operations organizations in coordinating process and tools improvement.
Requirements
KNOWLEDGE, SKILLS AND ABILITIES:
- Minimum of bachelor's degree from an accredited college or university in Information Technology/computer science, electrical/electronic engineering or equivalent
- Minimum of six (6) years of communications or electronics engineering experience.
- Experience with process modeling/analysis tools.
- Ability to analyze information and draw valid conclusions: develop and maintain interpersonal relations; research and conduct studies to identify the most appropriate course of action; perform mathematical procedures including algebra, calculus, and logarithms; read and understand written technical materials; perform detailed work with a high degree of accuracy; learn new techniques and apply them to work assignments; and manage human and material resources.
- Conceptual approach (top-down approach, macro level view, good modeling conception of people work, good abstraction and good functional identification and separation).
- Good sense of balance between as is and should be, when changing processes, tools and people working environment.
- Proficient in DMAIC/6 sigma/statistical process control/TQM process.
- Must posses strong analytical skills and effective interpersonal and communication skills to interact with a widely range of individuals at different levels of engineering experience.
- Ability to design workable solutions to problems in a timely manner.
ยท- Demonstrated ability to deliver positive customer experience outcomes.
