Job SummaryWe're seeking a strategic leader with a passion for operational excellence and service delivery to manage fulfillment operations from node to home across your area. As a
RegionalEnterprise Field Services Director at Spectrum, you'll drive standardized practices and champion quality improvements for both residential and commercial customers. Your leadership will directly shape the reliability and performance of our field services, making a lasting impact on our customers and communities.
ResponsibilitiesHow You'll Make an Impact- Actively and consistently supports all efforts to simplify and enhance the customer experience.
- Engage and empower MA Enterprise managers to follow regional and corporate compliance.
- In working with the region MAs, ensure an innovative, collaborative work team produces exceptional results and customer experience.
- In working with the region MAs, 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 service, including fulfillment and service, and fault rate reduction.
- Responsible for adhering to best practice/standards identified within the region and ensuring compliance.
- Responsible for implementing and tracking quality improvements across the region MA's as measured by the company-wide field service 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 National Field Service, Workforce Management, Customer Service, and Field Service 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 Service.
Working Conditions- Office-based environment
- Travel required
QualificationsWhat You'll Bring to SpectrumRequired QualificationsEducation- Bachelor's degree in electronic engineering or equivalent
Experience- 8+ years of technical experience
- 5+ years of project management experience
Skills- Ability to handle multiple projects and tasks
- Ability to make decisions and solve problems under pressure
- Ability to supervise and motivate others
- Ability to use personal computer and software applications such as word processing and spreadsheets
- Knowledge of FCC compliance reports, rules and regulations
- Understanding of applicable local and state rules and regulations
- Understanding of OSHA rules and regulations for both federal and state levels
- Knowledge of Spectrum products and services
Preferred QualificationsExperience- 5+ years of technical management experience
Skills- Advanced knowledge of HFC and IP Networks
- Relevant industry and vendor-specific certifications and training
