Technical Operations Manager
Full-time Employee
Washington
Seattle East Region - Tukwila, WA
Starts
Upon Availability
Pay
Depends on Experience
Qualifications
Bachelor's Degree and 2-5 yrs related experience preferred or 4-7 yrs related work experience required; 8 yrs of technical CATV experience encompassing approximately 5 yrs recent functional supervisory experience; High energy person with a strong willingness to complete difficult and multiple work assignments; Proven track record of developing staff for future promotion and maintaining a high standard of employee relations; Proficient PC skills, Strong interpersonal skills essential
Other Requirements
Must be able to work a variety of hours and accept extended schedules
Job Description
Wave Broadband is now seeking a Technical Operations Manager to assist in the continued expansion of our services and to continue to accelerate our rapid growth! Wave Broadband is one of the most rapid growing providers in the industry today and currently serves over 410,000 customers in Western Washington, Oregon, Sacramento and the San Francisco Bay Area. Don't miss out on this opportunity to join our team and be a part of our continued success for the upcoming year!
The Technical Operations Manager will be responsible for providing direction and leadership to the field technical departments. They will oversee operations of installations, service and maintenance for the Seattle East system.
Responsibilities:
• Manage and Supervise the Service, Installation, Maintenance and Warehouse operations.
• Direct the daily operation of installation and technical operations to improve customer satisfaction, reduce service calls and maintain a high performing workforce and plant.
• Responsible for system compliance to NCTA, FCC regulations and company minimum operating specifications. Participate in the development of procedures and practices within relevant departments.
• Ensure operations, performance and quality of the cable system and its components to assure operational efficiencies. Resolve all quality problems.
• Manage system performance, maintenance procedures and technical practices; assure same day and 1st call resolution.
• Provide training to Technical staff to help improve home certification results and troubleshooting when necessary.
• Maintain and improve employee communication and satisfaction.
• Coordinate department responses to customer or department issues. Work with other departments as necessary to maintain an in-depth technical knowledge of new technology being deployed.
• Resolve customer complaints as needed to complete satisfaction.
• Assist in budget preparation and control costs through effective use of overtime, assets and workforce
• Able to troubleshoot distribution and return path problems from CPE to headend (including troubleshooting, repairing or replacing defective or damaged components and/or installing new taps, amps.); identify and resolve complex problems with customer configurations and settings that interfere with use of the service.
• In the role of manager select, lead, motivate, counsel, evaluate, and discipline staff. Delegate tasks and responsibilities to foster and develop a team-orientation among staff. Proactively support and motivate training.
• Perform FCC compliance testing and documentation as required.
• Assist in development and implementation, and on-going maintenance of Region’s preventative maintenance program.
• Ensure timely and accurate performance reporting and reviews.
• Punctual, regular, and consistent attendance.
• Other duties as assigned or required
Wave Broadband is a leading provider of video, internet and phone services on the West Coast, serving customers in communities in Western Washington, Oregon, Sacramento, and the San Francisco Bay Area.
Wave Broadband and Astound Broadband are a part of WaveDivision Holdings, LLC, which currently serves over 410,000 residential and business customers in Washington, Oregon and California. WaveDivision Holdings is headquartered in Kirkland, Washington.
Owned and operated by local industry leaders, WaveDivision Holdings supports its customers with decades of cable know-how. Its mission is to provide 100% of its cable systems with the latest technologies and upgrades including high speed internet, digital cable, home phone service, international programming, DVR, HDTV, and Free TV On Demand services.
Competitive pay and benefits package including medical, dental, 401k, corporate gym membership, service discounts and more! Apply now for more details!
Diverse Workforce / EEO:
WaveDivision Holdings (WDH) recognizes and strongly supports the benefits of a diverse workforce, and strives to provide a culture that recognizes the unique contributions of each of our employees. WDH requires a drug test, background check, employment, and education verification as conditions of employment. WDH is an equal opportunity employer and will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, veteran status, and the presence of a non-job related handicap or disability, or any other legally protected status.
The Technical Operations Manager will be responsible for providing direction and leadership to the field technical departments. They will oversee operations of installations, service and maintenance for the Seattle East system.
Responsibilities:
• Manage and Supervise the Service, Installation, Maintenance and Warehouse operations.
• Direct the daily operation of installation and technical operations to improve customer satisfaction, reduce service calls and maintain a high performing workforce and plant.
• Responsible for system compliance to NCTA, FCC regulations and company minimum operating specifications. Participate in the development of procedures and practices within relevant departments.
• Ensure operations, performance and quality of the cable system and its components to assure operational efficiencies. Resolve all quality problems.
• Manage system performance, maintenance procedures and technical practices; assure same day and 1st call resolution.
• Provide training to Technical staff to help improve home certification results and troubleshooting when necessary.
• Maintain and improve employee communication and satisfaction.
• Coordinate department responses to customer or department issues. Work with other departments as necessary to maintain an in-depth technical knowledge of new technology being deployed.
• Resolve customer complaints as needed to complete satisfaction.
• Assist in budget preparation and control costs through effective use of overtime, assets and workforce
• Able to troubleshoot distribution and return path problems from CPE to headend (including troubleshooting, repairing or replacing defective or damaged components and/or installing new taps, amps.); identify and resolve complex problems with customer configurations and settings that interfere with use of the service.
• In the role of manager select, lead, motivate, counsel, evaluate, and discipline staff. Delegate tasks and responsibilities to foster and develop a team-orientation among staff. Proactively support and motivate training.
• Perform FCC compliance testing and documentation as required.
• Assist in development and implementation, and on-going maintenance of Region’s preventative maintenance program.
• Ensure timely and accurate performance reporting and reviews.
• Punctual, regular, and consistent attendance.
• Other duties as assigned or required
Wave Broadband is a leading provider of video, internet and phone services on the West Coast, serving customers in communities in Western Washington, Oregon, Sacramento, and the San Francisco Bay Area.
Wave Broadband and Astound Broadband are a part of WaveDivision Holdings, LLC, which currently serves over 410,000 residential and business customers in Washington, Oregon and California. WaveDivision Holdings is headquartered in Kirkland, Washington.
Owned and operated by local industry leaders, WaveDivision Holdings supports its customers with decades of cable know-how. Its mission is to provide 100% of its cable systems with the latest technologies and upgrades including high speed internet, digital cable, home phone service, international programming, DVR, HDTV, and Free TV On Demand services.
Competitive pay and benefits package including medical, dental, 401k, corporate gym membership, service discounts and more! Apply now for more details!
Diverse Workforce / EEO:
WaveDivision Holdings (WDH) recognizes and strongly supports the benefits of a diverse workforce, and strives to provide a culture that recognizes the unique contributions of each of our employees. WDH requires a drug test, background check, employment, and education verification as conditions of employment. WDH is an equal opportunity employer and will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, veteran status, and the presence of a non-job related handicap or disability, or any other legally protected status.
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