Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation’s largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.
Job Summary: The Manager, Field Services will manage Deep Blue, A Comcast Company internal teams and contractors to complete cabling, wi-fi network installations and surveys, efficiently and effectively while staying in budget and on-time with a focus on quality. This role will participate in problem solving and resources management for the operations management team.
-Achieves operational objectives by contributing information and recommendations to strategic plans and reviews. Prepares and completes action plans, monitoring the status and overseeing the team who is executing on the plan. Implement production, productivity, quality, and customer-service standards. Resolves problems, complete audits, identify trends, determines system improvements, and implements change. - Oversees coordination team scheduling activities and collaborates with various functional departments’ leads to ensure delivery of implementations meet client objectives and client satisfaction is maintained. - Meets financial objectives by forecasting requirements, preparing budgets, scheduling expenditures, analyzing variances and initiating corrective actions.
-Lead Wi-Fi network and cabling installations on customer sites.
-Survey properties for potential network and cable installations.
-Represent Deep Blue, A Comcast Company onsite including leading contractors, communicating with clients and providing critical information to all stakeholders to ensure a successful survey, cabling and/or wi-fi installation.
-Provide guidance to all field resources with a focus on improving technical, professional and organizational skills.
-Work with team to create cabling, survey and installation schedules that meet demands of clients and work towards overall goals of Deep Blue, A Comcast Company.
-Determine appropriate resources needed for cabling, surveys and network installations. Evaluate available resources and schedule best resource for each role. - Oversees and develops policies to increase productivity, teamwork and quality. Provides leadership on business processes and promote a culture of efficiency and continuous improvement. - Manages team by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees. Communicates job expectations.
- Plans, monitors, appraises and reviews job contributions. Enforces policies and procedures. Determines procedures, resolve operational issues, and ensures personnel receives required information and documentation to perform their tasks efficiently. - Proactively analyzes processes and training needs to identify opportunities for service delivery improvements and increased efficiency. -Develops, motivates and coaches team to ensure they achieve results. - Review team KPIs (Key Performance Indicators) with supervisors weekly. Coaches and develops remediation plans as needed to ensure team members meet KPI objectives. Review team member performance. Recognizes, rewards, and retains exceptional leadership talent within the team. - Ensures project implementation plan is built and formally delivered to client in presentation format. - Becomes involved in sales-related efforts to secure contracts/proposals as needed, which could include onsite travel for pre sales process, ongoing customer health-check meetings, and trainings. - Acts as an escalation point for clients and internal team. - 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. - Other duties and responsibilities as assigned.
Job Specification: - Bachelors Degree or Equivalent - Generally requires 6-9 years related experience
Employees at all levels are expected 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 - Know your stuff-be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences - Win as a team-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 - Respect and promote inclusion and diversity - Do what's right for each other, our customers, investors and our communities