5 days old

Supervisor, Field Operations

Cox Communications Inc
Omaha, NE 68102
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*Primary Location: *3031 N 120th St, Omaha, NE, USA
*Division: *Cox Communications Inc
*Job Level: *Team Lead/Supervisor
*Travel: *No
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *202102228
The Supervisor of Field Operations supports the growth of the system by assuring the quality performance of the installation and technical services of all Cox Communication products. Supervises technicians responsible for the operation, installation, setup, testing and maintenance of broadband services over an HFC network and other equipment associated with plant facilities and distribution systems. Ensures network meets company performance standards and is compliant with FCC requirements and standards. Manages implementation and service of Cox Business equipment and services on a 24/7 network which may require call-in for serious malfunctions and shift work as required. Serves as a liaison for Field Operations to Cox Business services. Develops partnerships, method and procedures to support Field Operations. Leading and inspiring teams to focus on the customer experience and employees. Ensure the quality of services provided to end users meets or exceeds established standards, by making sure that efficiencies are gained for a positive Cox Brand.


* Leads team of technicians for a designated geographic location who are responsible for the installation and servicing of commercial/residential current products and all future Cox products

* Ensures the completion of scheduled work within budget by monitoring daily production of work completed

* Performs data analysis using appropriate tools and system transactions to improve efficiencies and support recommendations

* Coordinates planned and/or preventative maintenance to minimize breaks in service and outages

* Utilizes tools and analyzes data on system performance to ensure quality and reliability of the network

* Ensure company standards on the network are adhered to by all employees

* Maintains statewide standard and consistency for Cox Business Service operations and ensures team maintains Cox Business service level agreements

* Identifies customer concerns/escalations and resolves customer issues expediently and accurately. Accurately identifies performance trends and coaching opportunities for employees

* Contributes in integrating new technologies and services into regular installation and service operations

* Provides direction and participates in the repair of technical issues and helps to resolve complex customer problems

* Responsible for the preparation and monitoring of expenses and capital budgets to ensure cost effective expenditures in the department

* Fosters collaboration and partnerships with the various workgroups/departments within Cox Communications

* Performs regular job inspections and ride-alongs with Field Operations Technicians to monitor and assess technical and customer service skills, job quality and performance

* Improves field and office performance efficiencies by recommending improvements in methods, reviewing MOPs and job specifications, budget expenditures, equipment usage, and procedural modifications

* Ensures effective use of "people resources" by contributing in forecasting work force requirements, developing staffing plans, and delegating work task responsibilities

* Ensures Time and Labor records are maintained and accurate

* Assists employees in accomplishing objectives by monitoring performance, providing training, feedback, coaching, counseling, and evaluation. Clearly communicates yearly company goals, team goals and individual accountabilities on a monthly basis

* Contributes in ensuring a high standard of productivity and accuracy by effectively interviewing, hiring, and training employees to attain proficiency and high performance

* Ensures that employees are treated fairly by interpreting and implementing company policies, recommending personnel actions, and by completing necessary reports and forms

* Protects the safety of workers by adhering to policies, holding safety meetings, and training workers to prevent accidents or injury

* Manages inventory control and maintenance by rendering vehicles, tools and material checks for Field Service Technicians

* Investigates theft of cable service complaints to verify nature of loss and recover equipment

* Contributes in managing staff loading, on call and special event coverage schedules

* Manages reports and logs to identify system performance and potential problem areas

* Provides advanced technical support and problem resolution for Cox Business Enterprise/SAS customers

* Partners with contract management on resources, work quality, and performance

* Partners with third party vendors to ensure customer satisfaction is achieved

Physical Requirements:

* Lifts up to 72 lbs. horizontally and carry up to a distance of approximately 200 feet several times during the course of the work day

* Pushes/pulls ladder from roof mounted truck rack requiring up to 20 lbs. force for a distance of up to 28 feet several times during the course of the work day

* Lifts up to 25 lbs. vertically (from floor to waist) as well as horizontally frequently and carries up to a distance of approximately 200 feet

* Lifts 40 lbs. vertically (from knee to overhead) as well as horizontally frequently and carries up to a distance of approximately 200 feet

* Uses hand tools frequently, requiring up to 40 lbs. force

* Grips and uses hand tools frequently, requiring 20 lbs. force

* Climbs ladders and stairs frequently during the course of a shift

* Accesses spaces with specific entries (18" x 24") and crawl in attics or under trailers within limited space (up to 36")

* Tolerates heights up to 25 feet

* Bends/reaches frequently to perform installations at floor level or overhead

* Sits up to 3 hours per shift

* Stands for long periods of time

* Performs other duties as required

Qualifications: Minimum:

* 3 to 5 years experience in a field telecommunications operation environment

* Operational knowledge of 2 of the following groups, outside network, commercial business, residential services or related fields

* Strong knowledge of Microsoft Word, Excel, PowerPoint, etc.

* Excellent strategic thinking, interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout organization

* Excellent oral and written communication skills

* Willingness to work a flexible schedule and to attend other meetings outside this schedule as required

* Strong partnering/teamwork to identify critical work assignments to meet real time customer service needs

* Excellent oral and written communication skills

* Valid state drivers license with driving record that meets Cox standards


* Associates degree and/or equivalent work experience.

* Technical knowledge of the day to day operations of the outside network

* Minimum 2-3 years supervisory experience in a "services" industry preferred (telecom), or similar experience

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: 2021-06-07 Expires: 2021-07-12
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Supervisor, Field Operations

Cox Communications Inc
Omaha, NE 68102

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