Mgr I - Customer Ops

Hawaiian Telcom; Kahului (HI); On-site; USD 80,000 - 112,000; Full time

Job summary

A telecommunications provider in Kahului is seeking a Manager I - Customer Ops to oversee field technicians handling installation and maintenance of network elements. The ideal candidate will possess strong analytical and leadership skills, with a background in field operations and experience in managing teams in a unionized setting. This role offers a competitive salary between $80k and $112k, along with full-time employment in a dynamic work environment.

Qualifications

• Minimum 3-5 years of experience in field operations.
• Technical background in installation and repair of copper and fiber.
• Supervisory experience in a unionized environment.

Responsibilities

• Supervise field technicians in installation and maintenance.
• Analyze data to identify problems and implement improvements.
• Develop staffing models and maintain technician schedules.
• Conduct performance tracking and implement action plans.

Skills

Strong analytical skills

Customer relationship skills

Motivation and leadership skills

Planning skills

Knowledge of copper and Fioptics processes

Education

Associate's Degree or equivalent

Tools

Microsoft Office

Job description

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

Overview

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.

Essential Functions

• 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

Experience

• 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

Education

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

Certifications, Accreditations, Licenses

• 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

Special Knowledge, Skills And Abilities

• 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

Supervisory Responsibility

This position has one or more employee direct reports

Work Environment

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

Physical Requirements

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

Salary Range - $80k-$112k

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

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

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