Network Operations Manager

Position Description:

I. Position Objective Job SummaryThe Network Operations Manager will be responsible for day-to-day activities of the Field Service and CO Technicians in their defined market. Supervision responsibilities include training, scheduling, monitoring work, providing feedback and ongoing support, performance reviews, career development, discipline, addressing complaints and resolving problems. Other duties will include: Site surveys, job estimating, technical support, tariff issues, service issue resolution and post-cut evaluations. The Network Operations Manager should have good customer contact skills and be able to resolve technical, billing and interface problems with customers. The successful Network Operations Manager will anticipate service problems, take a proactive role in resolution and be the local management presence for Field Operations. The Network Operations Manager will also be the local interface with the Area Sales Manager and also assist the Regional Operations Director in administering contractor evaluations and drive Q.O.S standards. II. Position Activities A. Duties and Responsibilities? Responsible for managing installation and service to customers in a defined market? Maintain acceptable levels of customer service in a defined market? Responsible for the equipment and services of network equipment located within central office and collocation facilities? Responsible for the integrity of the equipment and the environmental concerns of the central office and collocation facilities ? Responsible for day-to-day supervisory activities of assigned Field Service and CO Technicians? Conduct supervisory responsibilities according to Company policies and procedures? Coordinate annual reviews and evaluations with Field Service and CO Technicians? Promote technical and personal growth for self and assigned Field Service and CO Technicians? Provide feedback, local service reports and support to the Regional Operations Director? Develop and maintain working relationships with Local Exchange Carriers? Resolve technical, billing and interface issues with customers in a professional manner? Serve as local interface to the Area Sales organization? Manage area capital and expense budgets? Manage Operations systems e.g., Clarify, MSS, TSP, RIO, etc., including maintaining Clarify queues for their market(s)? Ensure the highest level of customer service is provided to customers in their market(s) including face to face meetings with the customer ? Contributes to team effort by accomplishing related results as needed? Be available for “On Call” emergency callouts and “Standby” as determined by NuVox policy and at Management discretion.? Be available as required to assist in company needs before, during and after natural disasters.? Other duties as assigned

Qualifications:

Essential Skills3-5 years of Telecom experience or equivalent.Must be able to do long range planning, set goals and be comfortable reporting results to company executives. Computer experience required on Windows platform including proficiency with MS Word and Excel.A high level of interpersonal skills required for supervision of technicians and communicating with Senior Management, other organizations, and customers.Strong oral and written communication skills required. Daily communication with customers and employees, including senior management, will be necessary. Strong organizational and analytical skills necessary to manage and prioritize multiple tasks and meet critical guidelines.Ability to work under pressure.Organization & communication skills to train and mentor technicians.Knowledge of CPE installations involving two or more of the following is required: PBX Key System, LAN/WAN, Internet Access, T1’s, DSL, ISDN, DDS, Routers, Hubs, and structure wiring etc. Ability to develop and manage area budgets Knowledge of Central Office network equipment such as DMS, 5ESS, DACS, DSLAM, Multiplexers, Power Distribution Frames and Systems. Understanding of general telecommunications principles such as: DS3 & DS1 Transmission, DSX-1, DSX-3, Alarm Telemetry, Network Timing, ACDC power, call processing, and more.Knowledge of voice and data telecom networks.Preferred SkillsFamiliar with back office systems (MSS, RIO, Clarify)2 years management experience of two or more of the following is preferred: Technicians, Contractors, Project Managers, Service Managers or the equivalent.