Posting Job Title: Business Class Technical Operations Manager
Requisition #: 144006BR
Posting Location: New York, NY, US
Area of Interest: Engineering/Technical Operations
Position Type: Full Time
Posting Job Description
Essential Job Functions
Responsible for supporting Business Class Service Operations for all products including Video, HSD, & Digital Phone. Act as a point of escalation for post installation of BCS products that are experiencing service related issues and BCS Plant team issues in Southern Manhattan
Manage the service and support of Business Class products for customers within a defined geographic area
Manage and provide weekly status reports on tech productivity, work order status, overtime, service call returns, on-time percentages and repeat trouble calls. Review these reports and evaluate performance.
Work with Dispatch to ensure all commercial work orders are properly assigned, routed and closed out.
Interface with other TWC departments, product vendors, VARs and TWC partners to ensure the proper resolution of trouble calls and service outages for commercial customers.
Meet with and train technicians and dispatchers and follow up regularly with them to address any needs, concerns or issues they may have. Ensure all processes, procedures and guidelines are being followed.
Work to develop and improve existing processes that can enable the department to respond to customers needs more efficiently and pro-actively.
Support field personnel and when necessary provide on-site assistance for technicians
Act as a point of escalation for service calls and as technical contact to the Business Service department
Must be able to respond on a 24x7 basis during service outages
Develops and promotes an organizational culture of positive and professional work practices, in compliance with all company and government standards.
B.S./B.A in Electronic Technology, Computer Science and/or Information Systems or equivalent experience
Experience with IP routing, switching, NAT, DNS, BGP, WiFi, VPN, Firewalls, Access Lists, Broadband technologies, SNMP, DOCSIS & Linux
Experience with RF, CATV, telephony and Digital technologies
Experience with Cisco routers & IOS
Must have working knowledge of all diagnostic, billing, and troubleshooting tools such as but not limited too; Unified, Big Brother, ACSR, Mystro.
Ability to manage, direct and supervise field personnel
Good project management and time management skills
Great customer service skills
Availability out of regular business hours
FCC Unit_TWC: 8341
Controlling Establishment ID: 00110 - NYC E 23rd
More on TWC:
Time Warner Cable provides generous benefits. Health care and retirement benefits are significant portions of the total compensation package at TWC, and we invest more in those benefits than most employers. In addition, we offer tuition reimbursement, adoption assistance, competitive paid-time-off programs, work-life resources, and discounted pricing on TWC residential products and services for employees within our footprint. Our hope is that, by providing our employees with rich and flexible benefits, we can help them take care of the people who matter most – at work and at home.
Time Warner Cable is an Equal Opportunity Employer M/F/D/V.
Time Warner Cable (TWC) makes coaxial quiver. The company is the #2 US cable company, after Comcast, with operations in 28 states. Its core...