1+ months

Service Manager - Cox Business

Cox Communications Inc
Herndon, VA 20170
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*Primary Location: *13900 Lincoln Park Dr, Herndon, VA, USA
*Division: *Cox Communications
*Job Level: *Manager/Senior Manager
*Travel: *Yes, 5 % of the Time
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *218966
The* Service Manager* for Cox Business will be responsible for owning the service experience of an assigned customer base which includes our largest enterprise-level customers. This will include reviewing the customers network topology for business continuity and compatibility with the Cox network and meeting with customers on a regular basis to review solutions, recommendations, and network performance.
This individual will ensure all appropriate Cox systems are updated with customer network inventory and will ensure all relevant fix agencies have visibility to customer Service Level Agreements and what committed Cox has made in obtaining these SLAs.
Service Manager will be responsible for owning the network performance of an assigned customer base and acting as a liaison between the customer and Cox, ensuring all communication meets the customers needs. This will include; reviewing customers network topology for business continuity and compatibility with Cox network, ensuring all appropriate Cox systems are updated with customer network inventory, ensuring all relevant fix agencies have visibility to customer Service Level Agreements and what commitments Cox has made regarding these SLAs.
When appropriate, the Service Manager will perform Incident Management control for troubles. In the event a trouble ticket has moved back and forth from multiple fix agencies and/or there appears to be no owner or resolution, the Service Manager will intervene and take Incident Management control of the trouble process. This may require initiating a conference bridge and/or coordinating a customer vendor meeting with Field Service. The Service Manager should always be acting as the customer ambassador when the normal trouble process is not driving toward resolution in the most expedient timeframe.
Prepare monthly service reviews which details Cox network performance for the assigned customer base. Develop action plans to address performance gaps from not meeting SLA commitments. Collaborate with internal organizations in developing action plans to address performance gaps. Share results with internal fix agencies on Cox network performance to ensure all appropriate organizations have visibility on how the customer perceives the Cox network performance.
Develop requested PIR within a specified timeframe for a network outage which negatively impacted the customers network performance. The PIR will be created in collaboration with the appropriate organization within Cox that has direct responsibility on future incidents. The PIR should outline irreversible corrective action to ensure incident will either not happen again or will have minimal impact.
Service Manager will provide maintenance notifications for any maintenance activity which may impact the customers service and keep track of maintenance activities for trends or which may lead to a redesign of the customers network.
Develop action plans to address circuits or sites which have experience multiple troubles within in a specified time. The action plan should identify the root cause and recommendations with associated timelines for resolution. Collaborate with the appropriate internal organization and possibly customers vendor in developing and implementing action plan.
When appropriate, be a technical resource for Account Teams in developing RFPs and Account Reviews.
The Service Manager will be empowered to escalation to the highest levels within Cox when facilitating the repair process.

Qualifications: *Required Knowledge, Skills, Abilities*

* Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S. based job. (Reasonable accommodations for medical and religious objections will be considered.)
* HS diploma, GED or relevant work experience
* Specialized skill training/certification may be required
* 5-7 years of experience in customer facing technical support role
* Comfortable working with all levels of customer management
* Proficient problem solving and analytical skills
* Exceptional interpersonal skills: Verbal Written
* Exceptional troubleshooting analysis skills, specifically with telephony product/services is a plus
* Exceptional organizational skills
* Ability to multitask
* Ability to work flexible hours and/or on-call as needed
* Ability to work flexible hours and/or on-call as needed

* Knowledge of TCP/IP and LAN/WAN topologies and configurations
* Knowledge of telecommunications services
* Prior experience with trouble management software required
* A+, Net+, CCNA, Microsoft certification preferred
* BS/BA degree strongly desired

Who We Are
*About Cox Communications*
Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

*About Cox *
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, [visit our benefits page](http://jobs.coxenterprises.com/life-at-cox/benefits/).
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
Posted: 2021-11-03 Expires: 2022-02-19
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Service Manager - Cox Business

Cox Communications Inc
Herndon, VA 20170

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