Full-Time. Located on Hawaii.
Responsible for overall fulfillment operations of the system locations from the node to the home across the assigned area. Implement and enhance consistent standardized operating practices that are aligned with the Region’s and Company’s initiatives and expectations. Provide leadership and direction to the Field Operations including Fulfillment and Service for both residential and commercial customers, Fault Rate reduction, Plant Security and TQA. Partner with MA Senior Management and VP of Field Operations and their team to plan and evaluate capital needs for development and expansion of the service area. Implement and enhance consistent practices to ensure stable service delivery aligned with Regional initiatives and expectations.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Develop an effective front line Leadership team and assist them with developing their direct reports as to drive a high performance culture and environment.
Lead an innovative, collaborative work team to produce exceptional results delivering the customer experience.
Responsible for the management of contract labor performance, including the implementation of a consistent scope of work requirements for the service area and continuous feedback on the performance of the contractors.
Implement company-wide initiatives and direct service area field operations including Fulfillment and Service, Fault Rate reduction, Plant Security and TQA
Responsible for implementing and tracking quality improvements across the service area as measured by the company-wide field operations metrics.
Responsible for implementing and adhering to best practice/standards identified within the region and ensuring compliance
Ensure signal quality throughout the distribution systems
Ensure field compliance with corporate policies and procedures, Federal Communications
Commission standards and franchise requirements
Provide data for budgeting, accountable for the functional budget and approve related expenditures
Notify management of activities and issues
Maintain good relations with local utilities, vendors, contractors and government agencies
Translate corporate and field priorities into short-term objectives
Participate in developing and enforcing policies and procedures
Lead and participate in succession planning and oversee the development of staff and approves performance reviews
Interface with Dispatch and Workforce Management teams to improve fulfillment and service delivery.
Consult with senior management to plan for overall technical aspects; implement new technologies and ensure system is capable of supporting these technologies
Oversee all FCC regulation testing; ensure that all requirements are met
Direct and implement installation and system maintenance projects
Oversee and partner with all cross-functional teams across the MA, including customer service, , field engineering, human resources, ISP, warehouse, marketing, sales, programming and productions, front office and administrative to ensure a great customer experience and effective implementation of all programs and initiatives.
Responsible for emergency/disaster management, employee communication, and managing their Collective Bargaining Agreements
Perform other duties as requested by management
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
Bachelor's degree in electronic engineering or equivalent experience
RELATED WORK EXPERIENCE
8 years technical experience
5 years project management experience
5 years management experience
Advanced knowledge of HFC and IP Networks
5+ years technical management experience preferred
Relevant industry and vendor-specific certifications and training
Exposure to moderate noise levels
Travel as required