Supervisor, Field Services Operations

Comcast • West Chester, OH

1d

About The Position

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services. Job Summary Responsible for the direction and coordination of field service activities including scheduling and monitoring of field technical resources, coordinating configuration and shipment of equipment and providing day of support to the field technical resources to ensure the goals and objectives are accomplished within the prescribed time frames and budget parameters by performing the duties personally or through subordinates. Ensures implementation objectives and client expectations are met. Develops, motivates and coaches direct reports to ensure they achieve results. Customarily and regularly directs the work of at least two or more other full-time employees or their equivalent. Days/Hours of Operations: Fri to Mon 8am–6:30pm (4-10 hour days)

Requirements

• Skills Client Satisfaction, Customer Experience (CX), Strategic Objectives
• High School Diploma / GED
• 2-5 Years

Responsibilities

• Reviews queue of incoming requests to ensure all are completed on time and monitors team communication to ensure SLA's and client satisfaction objectives are met.
• Interacts with cross functional departments to ensure field services tasks including technician scheduling, equipment configuration and shipment are completed within committed SLA's and within allotted budget.
• Proactively addresses any potential problems that may arise and communicates to management.
• Maintains detailed, accurate records of all interactions with clients and partners and acts as the escalation point for clients, technicians and coordinators.
• Monitors team KPIs (Key Performance Indicators) daily, analyzes performance data, identifies and adjusts for trends, coaches and develops remediation plans as needed to ensure team members meet KPI objectives.
• Oversees employee schedules to ensure proper allocation of resources needed to meet customer implementation timelines.
• Ensures direct reports enter their time sheets daily and the payroll approval time lines are met.
• Analyzes the team schedule to limit and decrease overtime.
• Supervises on-call support and staff.
• Holds weekly team member meetings and provides meeting minutes to the managers.
• Proactively analyzes processes and develops training to identify opportunities for service delivery improvements and increased efficiency as outlined by management.
• Leads training of team.
• Reviews team member performance.
• Recognizes rewards and retains exceptional leadership talent within the team.
• Attends all weekly customer implementation calls, health checks, turnover meetings etc. to develop client relationships as needed.
• Assists management in the interview and evaluation process of potential team candidates.
• 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) and overtime as necessary.
• Other duties and responsibilities as assigned.
• 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.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Benefits

• We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.
• Please visit the benefits summary on our careers site for more details.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED