Director, Field Service (43611) Herndon, Virginia
Support the growth of the system by assuring the quality performance of the installation and technical services of all Cox Communication residential products. Ensure the quality of services provided to end users meets or exceeds established standards. Coordinate with all functional departments (both corporate and system) regarding the optimization of overall business efforts.
1-Directs the delivery of the highest quality services to end users, establishes and maintains standards for satisfaction of the end users.
2-Provides direction and guidance in the preparation of programs to assure adequate training and development of personnel to ensure optimal performance of individuals, improve operational efficiencies and reduce truck rolls.
3-Directs the field service operation to ensure that both short and long term operation objectives and financial goals are met.
4-Assures a smooth integration of new products and service offerings into the field service operation.
5-Partners with various operating units within Cox Communications to ensure the maximization of profit potential and cost reduction and the provision of excellent service and sales.
6- Establishes processes and culture that facilitates a highly engaged workforce
Qualifications - Requires BS/BA in related discipline and/or 10+ years of experience in a technical field operation that includes in-home order fulfillment and problem resolution of video and/or broadband products. 5+ years in a management/supervisory capacity required.
Hours: Normal business hours plus overtime as business needs require.
Location: A Northern Virginia office; Herndon, Springfield or Fredericksburg would be considered.
Influence/People Leadership - Manages via subordinate supervisors and/or managers ;ensures performance planning, coaching, and evaluation occurs per policy ; Recommends pay adjustments and promotions. Collaborative skills required to ensure aligned efforts across the region and in partnership with center. Ability to influence and lead enterprise-wide field services initiatives.
Supervision - Typically supervises managers and exempt professional or technical staff; may operate as an individual contributor
Span Of Control/Complexity - System Roles: Directs a local sub-function; Typically manages managers and/or professional individual contributors; may also directly or indirectly manage support staff; Focus is generally on short-term (typically one year or less) plans and projects (which can also be segments of longer plans/projects)
Decision-Making Authority - May recommend/make decisions regarding existing or new programs/initiatives that have a significant impact to dept/subfunction and carry potential consequences if unsuccessful; significant decisions are subject to review & approval by a higher level director or officer
Financial - Contributes to development of an operating plan and budget; Responsible for managing or coordinating expenses within a budget or part of a larger budget; Authorization Limits:
Plan 1 - $250,000; Plan 2 - $50,000
Consequence Of Error - Actions at this level can cause or prevent delays, inefficiencies or unnecessary expenses that measurably affect operational results; impact is typically limited to a program, department or subfunction
Typical Problems Solved - Problems usually defined by higher level leadership; Problems are moderately difficult to complex; Solutions require analysis and investigation
Core Functions - Manages operational plans and activities that result in accomplishing business strategies; Supervises, coordinates, provides leadership to and reviews the work of direct reports
Technical/Admin Work Performed - Almost fully focused on managing managers or supervisors or technical/professional contributors Or May direct a function without direct reports but provide oversight to a special group/project/vendor/external resources
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