Summary of Position Frontier’s leadership team will bring to life our Leadership Model focusing on Operations Proficiency, Employee Relations, Community Relations, Competition, and Customer Ownership. From fostering innovation and working cross-functionally to driving performance and delivering results through customer contact and community involvement the Frontier leadership model will allow us to exceed our market growth targets and delivery 100% employee and customer satisfaction. This position supervises workforce of field technicians that install and maintain both residential and business lines, OSP cable facilities, multi-line CPE equipment, hi-cap access services, broadband services, central office/transmission equipment and digital loop carrier equipment. The position duties include, meeting service activation and repair commitment dates, maintaining revenue/expense objectives and promotion of new and existing company products.
Has solid understanding of the business/department and is able to manage expense targets
Able to articulate business/departmental KPI’s to work groups (i.e., can clearly set goals/objectives)
Holds team accountable to clearly achieve results through coaching and performance management while creating a sales culture environment.
Promotes new/existing products as required.
Working with dispatch, monitor workload and schedule manpower and resources needed to meet workload demands, customer needs and company objectives.
Responsible for determining and fulfilling the needs of the team for employee development and training.
Communicate with other departments, i.e. assignment, engineering and dispatch, in an effort to improve the coordination between these departments as well as the overall quality of service experience for our customers.
Quality Control, i.e. tool inspections, building and vehicle inspections, Quality assurance inspections etc.
Be cognizant of and support revenue budget.
Provide Capital Budget input as required.
Analyze operational reporting and utilize statistical process control tools to identify performance opportunities and provide corrective action plans as required.
Business related functions: Employee time sheet approval, email administration, Internal/external communications, procurement management, Viryanet Administration and Overtime Equalization.
Consistently provides feedback and direction to field technical staff to ensure employee development, engagement and business knowledge; complete bi-annual employee performance appraisals/reviews.
Leverages all employee communication vehicles and opportunities (weekly/monthly/quarterly/one-on-ones) to obtain feedback on departmental goals, gains input on action plans and modifies direction as necessary and to engage and to hold employees accountable to overall business operations and results.
Utilizes and leverages existing employee recognition programs to reward key contributions and positively impact employee morale.
Partners with Human Resources to ensure firm, fair and consistent application of HR practices/policies and labor agreements.
Ensures employee advocacy and a positive work environment by listening and responding to employee feedback, issues, questions and concerns in a timely manner. (When possible, 24-hour response time to all employee relations issues).
Maintain a safe work environment by conducting regularly scheduled safety meetings, applicable safety training and reinforcing state/federal safety requirements within the work place.
Positively represents the Company through active engagement and involvement in the community.
Engages in marketing initiatives to promote the Company’s products and services (i.e., TTL and marketing events).
Supports employees that directly interface with the customers by removing barriers, soliciting process improvement suggestions and streamlining the work.
Holds employees and other departments accountable to meet customer needs/demands. (Does not take “no” for an answer).
Responds to issues identified on Customer Surveys, works with teams to ensure action plans are developed and ensures follow-up on customer issue resolution identified in action plans.
Minimum 5 years telephone/access installation and repair experience
2-3 years DSL installation and repair experience
Basic knowledge of FTTH and data networking
Must be able to perform complex hardware/software research and provide first level technical support
Advance knowledge of plant service center, central office and outside plant functions
Must possess strong leadership and interpersonal skills along with a strong work ethic, and the ability to work well under pressure and/or with deadlines
Must possess basic understanding of electronics, electrical circuitry, network installation, maintenance and testing
Must be able to interact with internal/external customers and assist with problem resolution
Must demonstrate good oral and written communication skills
Must possess basic PC skills: Excel, Word, Power Point and Outlook.
Must take pride and ownership in work, and exhibit a willingness to learn. Education, certification and/or license requirements
Must possess a valid state drivers license
Must have high school diploma or equivalent
Successful completion/certification in related technical fields or vendor equipment desired
Must be available 24/7 to support off-shift technicians and emergency situations as needed
Must be able to work in inclement weather.
Frontier Communications - 20 months ago
Serving city dwellers and country folk alike, Frontier Communications provides phone, Internet, and satellite TV (through a partnership with...