Mgr - Customer Ops

Join to apply for the Mgr I - Customer Ops role at Hawaiian Telcom

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.

• 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

• Minimum 3-5 years of functional experience in field operations, broadband data services, engineering, and outside plant equipment installation/maintenance is acceptable
• Previous experience in a repair organization
• Previous experience in customer installations
• Previous experience in data services
• Supervisory experience in a unionized environment
• Prior experience and /or knowledge of the copper network preferred
• Prior experience and /or knowledge of the Fiber network preferred
• Technical background/experience in copper and Fioptics installation and repair
• Technical background/experience in data services, LAN/WAN
• Experience in developing process improvement plans, execution of the plans, and measuring results for the desired outcome

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

• Must have valid driver's license
• Able to meet medical and driver certification requirements as established by the DOT Federal Highway Safety Act
• Able to qualify for additional security clearances

• Demonstrated ability to motivate subordinates
• Strong analytical, organizational, and planning skills
• Excellent customer/subordinate relationship skills
• Comprehensive understanding of copper and Fioptics processes
• Basic understanding of the overall Hawaiian Telcom network and the services which it provides
• Proficient with basic computer operations including but not limited to Microsoft Office Applications, Outlook, and e-web navigation
• Working knowledge of safety practices and procedures
• Working knowledge of various automated system functionality including but not limited to dispatching, trouble administration, provisioning, facility records, outside and inside plant records, customer records, and billing

This position has one or more employee direct reports

• Available 24/7 for call outs, emergencies, special situations, etc.
• Work may be performed at various locations under varying conditions
• Travel required as needed

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

Salary Range - $80k-$112k

• Mid-Senior level

• Full-time

• Management and Manufacturing
• Industries:
  Technology, Information and Internet

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