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Director Technical Operations (Field Services)
Comcast
Pittsburgh, PA, United States
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Job Summary:
Responsible for the direction and planning of the Network Maintenance department. Establishes procedures, performance standards, and best practices. Develops strategic direction of the department. Establishes goals, plans calendar, develops budget, plans and oversees projects, and ensures personnel is in compliance with Company and federal safety and employment regulations. Develops and mentors staff. Participates in work performance reviews.
Employees at all levels are expect to:
• Understand our Operating Principles; make them the guidelines for how you do your job
• Own the customer experience-think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services
• Win as a team and make employee engagement a top priority by leading, directing and motivating a team comprised of direct and indirect reports in a matrixed environment.
• Financial management: Budget planning, development and monitor adherence to plan (capital and operating). Identify and recommend solutions concerning capital funding challenges
• Collaborates with cross-functional groups to determine objectives and advises on impact of functional and operational strategies.
• Know your stuff, be enthusiastic learner, user and advocate of our game-changing technology, products and services, especially our digital tools and experiences
• Continually develop best-in-class customer service, installation, and network maintenance standards.
• Make big things happen by working together and being open to new ideas
• Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company-by joining huddles, making call backs and helping us elevate opportunities to do better for our customers
• Drive results and growth through long and short range planning for program maintenance
• Respect and promote inclusion and diversity
• Do what's right for each other, our customers, investors and our communities
Core Responsibilities:
• Ensures proper resources are available for the training and continued education of Network Maintenance Technicians and management.
• Advises on all maintenance activities, proper work methods, quality standards, and equipment.
• Plans department calendar and creates operational and performance goals.
• Communicates activities and goals to management.
• Establishes department safety regulations and ensures that they are in adherence to federal (OSHA) safety regulations.
• Keeps safety and training manuals updated. Adds provisions as necessary and works with Human Resources and Legal on verbiage.
• Creates and advocates performance standards and guidelines for field operations.
• Monitors ongoing work safety programs in compliance with OSHA standards. Promotes safety awareness (and OSHA regulations) in order to provide a work environment free from injury.
• Develops and is accountable for adhering to department budget.
• Facilitates the proper completion of all scheduled or on-demand service or maintenance work.
• Resolves Network Maintenance department operational issues.
• Develops and maintains strategic partnerships with key vendors and contractors to ensure effective implementation of business strategies as well as to identify expedient and comprehensive solutions to customer-impacting issues.
• Communicates department changes and updates with appropriate Executives and Managers, as required.
• Makes changes and updates in policies, procedures, and best practices using recommendations and knowledge of advances and changes in Network Maintenance technology and services.
• Develops and mentors staff and monitors to ensure work performance meets Company standards.
• Participates in work performance reviews.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance.
• Must be able to work nights and weekends, variable schedule(s) as necessary and other duties and responsibilities as assigned.
Job Specification:
• Bachelor's Degree or Equivalent
• Generally requires 10+ years related experience in (Field service management, customer operations, fleet operations management and other front line service & maintenance operations)
• 10+ years operations optimization, cost savings and analysis
Comcast is an EOE/Veterans/Disabled/LGBT employer