Director, Field Service

JOB SUMMARY

Responsible for overall fulfillment operations of the system locations from the node to the home across the assigned area. Implement and enhance consistent standardized operating practices that are aligned with the Region's and Company's initiatives and expectations. Provide leadership and direction to the KMA field operations including Fulfillment and Service for both residential and commercial customers, Fault Rate reduction, Plant Security and TQA as well as Dispatch and Workforce Management. Partner with KMA Senior Management and VP of Field Operations and their team to plan and evaluate capital needs for development and expansion of the KMA. Implement and enhance consistent practices to ensure stable service delivery aligned with Regional initiatives and expectations.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

Develop an effective front line Leadership team and assist them with developing their direct reports as to drive a high performance culture and environment.

Lead an innovative, collaborative work team to produce exceptional results delivering the customer experience.

Responsible for the management of contract labor performance, including the implementation of a consistent scope of work requirements for the KMA and continuous feedback on the performance of the contractors.

Implement company-wide initiatives and direct KMA field operations including Fulfillment and Service, Fault Rate reduction, Plant Security and TQA as well as Dispatch and Workforce Management.

Responsible for implementing and tracking quality improvements across the KMA as measured by the company-wide field operations metrics.

Responsible for implementing and adhering to best practice/standards identified within the region and ensuring compliance.

Ensure signal quality throughout the distribution systems.

Ensure field compliance with corporate policies and procedures, Federal Communications. Commission standards and franchise requirements.

Provide data for budgeting, accountable for the functional budget and approve related expenditures.

Notify management of activities and issues.

Maintain good relations with local utilities, vendors, contractors and government agencies.

Translate corporate and field priorities into short-term objectives.

Participate in developing and enforcing policies and procedures.

Lead and participate in succession planning and oversee the development of staff and approves performance reviews.

Interface with Dispatch and Workforce Management teams to improve fulfillment and service delivery.

Consult with senior management to plan for overall technical aspects; implement new technologies and ensure system is capable of supporting these technologies.

Oversee all FCC regulation testing; ensure that all requirements are met.

Direct and implement installation and system maintenance projects.

Perform other duties as requested by management.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Ability to handle multiple projects and tasks

Ability to make decisions and solve problems while working under pressure

Ability to supervise and motivate others

Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)

Knowledge of all FCC compliance reports and other rules and regulations

Comprehensive understanding of applicable local and state rules and regulations

Comprehensive understanding of OSHA rules and regulations, both federal and state

Knowledge of company products and services

REQUIRED EDUCATION

Bachelor's degree in electronic engineering or equivalent experience

REQUIRED RELATED WORK EXPERIENCE AND NUMBER OF YEARS

Technical experience - 8

Project management experience - 5

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Advanced knowledge of HFC and IP Networks

Relevant industry and vendor-specific certifications and training

PREFERRED RELATED WORK EXPERIENCE AND NUMBER OF YEARS

Technical management experience - 5+

WORKING CONDITIONS

Office environment

Exposure to moderate noise levels

Travel as required