JOB SUMMARY

The Manager Field Operations– Proactive Network Maintenance (PNM) will work with their direct reports and the Director Field Operations-Proactive Network Maintenance (PNM) on Implementation of the Proactive Maintenance Program throughout the Charter Footprint.

Proactive Maintenance (PM) is designed to accurately classify a customer issue and assign a truck roll based on Customer Premises Equipment (CPE) telemetry data. Degraded telemetry severely impacts performance and ultimately impacts the customer experience. Proactive outbound communication based on customer preferences is made depending on quota availability. A Field Technician is routed a specific job to correct the issues identified at the premise.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently supports all efforts to simplify and enhance the customer experience for the Proactive Network Maintenance Program
• Monitors, and makes recommendations to enhance DOCSIS telemetry algorithms for both single family dwelling unit (SDU) and multi-dwelling unit (MDU) architectures
• Day to day operational processes related to customer communications, routing, quota, reporting and field execution of the Proactive Network Maintenance program
• Forward thinking and stays up to date on new technology in the horizon so that the program continues to evolve into the future.
• Manages all technical operations at the system level to maintain the integrity of the network and assures quality and consistency of voice, video, and data to customers
• Responsible for purchasing, budgeting, business plan development, deployment of new products, and capital projects.
• Assists in the coordination, preparation and maintenance of the capital and operating budgets
• Monitors current procedures and tests performed in accordance with FCC standards to ensure compliance
• Ensures quality control checks are completed satisfactorily; resolves escalated customer problems as necessary.
• Provides recommended areas for improvement within Proactive Network Maintenance Program to the Director
• Monitors and reviews system material management procedures, inventory control, safety-training program and security to ensure compliance with company policies and procedures
• Maintains records and documents in accordance with company policies and procedures
• Establishes positive employee relations through effective communication and ongoing support
• Develops an effective frontline Leadership team and assists them with developing their direct reports as to drive a high performance culture and environment.
• Adhere to industry specific local, state, and federal regulations, as applicable
• Know, understand and follow company policy
• Perform other duties as assigned

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

• Strong working knowledge of DOCSIS telemetry applications and the ability to analyze upstream and downstream DOCSIS telemetry data, inclusive of Upstream PNM and Downstream distortions.
• Knowledge of system Plant Design and understand Plant and Customer Premises Equipment Levels
• Ability to perform complex troubleshooting with Modem Telemetry to Customer Premises Equipment
• Provide data for budgeting, accountable for the functional budget and approve related expenditures
• Ability to read, write, speak and understand English
• Advanced understanding of the TCP/IP stack and associated abstraction layers
• Advanced knowledge of network designs, network architectures, and network topologies
• Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
• Ability to handle multiple projects and tasks
• Ability to prioritize and organize effectively
• Ability to use personal computer and software applications
• Advanced knowledge of company products and services
• Advanced knowledge and understanding of the testing and reporting of technical proofs of performance
• Advanced knowledge of construction practices and specifications
• Advanced knowledge of Headend operation & standards
• Advanced knowledge and ability of Installation/Service requirements both as it relates to policies & procedures
• Knowledge of National Electric Code and National Electric Safety Code
• Knowledge of the capital and operating budget process
• Demonstrated effective leadership skills
• Knowledge of Microsoft Office

Education

Bachelor's degree in electronics or related field, or equivalent work experience

Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E)

Certifications and Licenses

Valid driver's license with satisfactory driving record within Company required standards

Industry and vendor specific certifications and training (e.g. NCTI, SCTE)

Related Work Experience

5+ years of Field Technician experience or equivalent work experience preferred

2+ years of related supervisory experience preferred

WORKING CONDITIONS

Majority of work performed in an office environment (M-F)

Our Commitment During COVID-19 Your health and safety is important to us, as such we’re using virtual recruiting tools to safely meet with qualified candidates. We are working in the office, following CDC guidelines.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 95,000 individuals working together to serve more than 31 million customers in 41 states. Watch this video to learn more.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.