Broadband Field Services Manager - Johnson City, United States - BrightRidge

Description

Job Description

JOB SUMMARY:

Manage the residential and commercial Installation and Maintenance Technicians to ensure courteous, efficient, and professional service activations and customer-focused solutions for all applications.

ESSENTIAL FUNCTIONS:

• Manage and support the Field Service Installation Technicians for service installs and activations at residential and commercial customer locations. Customer premise equipment installations to include both fiber optic and wireless access network delivery of Broadband related services
• Manage and support the Field Service Maintenance Technicians in network maintenance and outage resolution for residential and commercial customers. Customer premise equipment support to include both fiber optic and wireless access network delivery of Broadband related services
• This position will work closely with the OSP Engineer and Network Engineers to create installation processes and standards for the service deployments.
• This position will work closely with the OSP Engineer, Network Engineers, and the Network Support Center Coordinator to create support processes and standards for outage resolution.
• Work in conjunction with various BrightRidge departments, vendors, consultants, and engineers to support the technical operation of the organization.
• Facilitate the training of Field Service personnel and contractors in regard to the last mile access network and best practices standards.
• Provides regular monitoring, coaching, and training sessions with Field Service contractors and employees to promote process improvements. Including performance metrics collection, analysis and compliance.
• Ensure pole attachments are installed within compliance the requirements of the pole owners and any regulatory authorities.
• Managing pole attachment requests and forms with providers.
• Provide annual budget recommendations to management for tool requirements and expected special project costs.
• Forecast and order materials and equipment required and direct work activities to ensure conformance with engineering specifications and work authorization.
• Monitor capacity utilization of the fiber optic and wireless access network facilities in each zone of service.
• Communicate change records and utilization of the network facilities and infrastructure with Engineers, mapping personnel, Field Service personnel, and other departments for documentation updates and customer growth planning.
• Manage projects for efficiency, budget, and fulfillment.
• Application of technical knowledge of BrightRidge's systems to accomplish its business goals.
• Ability to maintain reliable, predictable, and reasonable attendance.
• Audit invoices pertaining to broadband activations, overhead, and underground fiber drops.
• Initiate, track, and close work orders, ensuring that all materials and labor are properly charged out.
• Charge materials to the correct job and return materials to the correct warehouse when making corrections on inventory charge outs.
• Communicate with customers to schedule activations and change orders as required.
• Investigate damage claims caused by Brightridge employees or contractors and work with customers to rectify any issues caused by Brightridge employees or contractors.
• Monitor charges from contractors to ensure they are in line with the current agreement.
• Write RFPs for contracting new work.
• Approve employee's payroll and ensure employees have entered pay correctly.
• Review time off requests to ensure we have the manpower available to complete jobs.
• Periodically meet with vendors to review new materials and discuss issues with the current material being used.
• Correct order to remove serial numbers of items not at the location and ensure the correct serial numbered item shows on the customer account at the correct location.
• Work with customer service agents to schedule customers who require service sooner than the typical process allows or in emergency situations. (ie. when communication line was cut while installing drop)
• Work to reduce costs associated with the total broadband installation process.
• Add tasks to trouble tickets as required.

ADDITIONAL RESPONSIBILITIES:

• Perform other duties as requested or assigned.
• Must maintain a valid driver's license from state of residence.
• Must be available for after-hours work (subject to call-outs and on-call rotation to include holidays, nights, and weekends), which would include working a fair share of all necessary overtime.
• Maintain vehicles assigned to the Department.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Must possess solid understanding of a FTTH Network in a retail offering environment, including backbone, distribution, drops, electronic components, cabinets, splitters, splice points, jumpers, huts, ONT's, hand holes, vaults and pedestals.
• Must possess solid understanding of a Wireless Network for the delivery of Broadband service to retail customers.
• Must possess a working knowledge of fiber splicing, install procedures and QC procedures.
• Must possess general knowledge of customer premise electronics, functions, and operations.
• Must maintain knowledge of equipment changes, network protocols, maintenance, tools and equipment.
• Must possess advanced computer skills and related software applications.
• Must be skilled in installing and configuring customer network services.
• Must have the ability to troubleshoot problems with converged data, video, and telephony networks.
• Must possess and maintain a working knowledge of Passive Optical Networks, Wireless networking, structured wiring, LAN/WAN network design, Cable TV wiring, and Telephony service delivery.
• Must maintain knowledge of current industry advances and techniques to ensure BrightRidge utilizes the most efficient installation and support methods.
• Must submit to background check at least every two years to maintain access to government facilities.
• Must possess excellent communication and customer relations skills both verbal and written.

PHYSICAL REQUIREMENTS:

Ability to work in confined areas for long periods of time. Ability to climb poles/ladders safely. Ability to lift, carry, set-up, and take down ladders. Ability to lift and carry heavy objects up to 50 pounds.

WORKING CONDITIONS:

Location of work varies between an indoor climate-controlled office environment with appropriate lighting and outside in varying weather conditions on varying terrains. May also be exposed to noise, dust, dirt or various other particles and moving mechanical parts as you traverse throughout manufacturing facilities and/or various business settings. Some overnight travel required.

QUALIFICATIONS:

• High School diploma or equivalent required; Bachelor's degree in Computer Science, Information Technology, Engineering or related field is preferred; equivalent experience managing field service broadband installation may substitute for education requirements.
• Five years of progressive experience managing Fiber Broadband service installations, maintenance, and support.
• Prior specialized training, certifications, and experience in Broadband preferred.

BrightRidge wishes to be in full compliance with the Americans with Disabilities Act. In accordance with the Act, we will make reasonable accommodation to any person who needs such accommodation, whether a new hire or a current employee, assuming that the person is fully qualified for the position.

These essential job functions are not to be construed as a complete statement of all duties performed. Since jobs tend to change over time, Employees will be required to perform other job-related marginal duties as required without a formal update of the job description.