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Manager, Total Quality Assurance Field Operations

Location: Schenectady
Posted on: January 16, 2022

Job Description:

JOB SUMMARYResponsible for overall fulfillment operations of the system locations from the tap to the home across the assigned area. Responsible for providing direction and leadership to TQA staff and contractors while maintaining system integrity and overseeing operations of installations, service and maintenance. Coordinate and collaborate with Construction, Dispatch, Warehouse, Engineering and Customer Operations to ensure optimal customer experience. Coordinate and communicate with Field Operations management on process and procedural improvement opportunities. Provide reports to Field Operations management on activity and results. Responsible for the hiring, training, development and performance management of staff.
Tuesday - Saturday, 8am - 5pm w/ 1 hr lunch
MAJOR DUTIES AND RESPONSIBILITIESActively and consistently supports all efforts to simplify and enhance the customer experienceManages all technical operations at the system level to maintain the integrity of the network and assures quality and consistency of voice, video, and data to customersProactively plans for, secures, and deploys contractor resources to meet business demandsProvides technical support and direction to staff and contractor management regarding new or existing technologies, operational standards, and staff developmentResponsible for purchasing, budgeting, business plan development, deployment of new products, and capital projectsProvides quality assurance support and direction to field staff and contractors regarding new or existing technologies, company Technical Quality Assurance (TQA) Program standardsAssists in the coordination, preparation and maintenance of the capital and operating budgetsMonitors current procedures and tests performed in accordance with FCC standards to ensure complianceEnsures quality control checks are completed satisfactorily; resolves escalated customer problems as necessaryProvides recommended areas for improvement within the drop network to field operations managementMonitors and reviews system material management procedures, inventory control, safety-training program and security to ensure compliance with company policies and proceduresMaintains records and documents in accordance with company policies and proceduresAs needed, assists with the facilitation of Statement of Work (SOW) and renewals for contract labor resourcesEstablishes positive employee relations through effective communication and ongoing supportDevelops an effective frontline leadership team and assists with developing their direct reports as to drive a high performance culture and environmentAdhere to industry specific local, state, and federal regulations, as applicableKnow, understand and follow company policyPerform other duties as requested by managerREQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional mannerAdvanced understanding of the TCP/IP stack and associated abstraction layersAdvanced knowledge of network designs, network architectures, and network topologiesAbility to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipmentAbility to accurately measure distances, using tapes or other measuring devicesAbility to carry, climb and operate extension ladder (approx. 32 ft high and 90 pounds)Ability to climb poles using gaffs, hooks and climbing belt as neededAbility to differentiate between different sizes and colors of wiresAbility to make cable connections in tight spaces by bending, reaching, twistingAbility to operate a bucket truck and test equipment, required to perform job dutiesAbility to operate appropriate computer or test equipment associated with positionAbility to perform job from high places (i.e. poles and roofs)Ability to use the following hand tools electric drills, hammers, wrenches, screwdriversAbility to walk over all types of terrain in all kinds of weather while carrying tools and equipment, including gaffs, ladders, and fully loaded tool beltsAbility to work while standing 50-70% of the timeAbility to work with small components and wires to make cable connectionsAbility to splice coaxial cableAbility to use handheld communication devices and applicationsAbility to handle multiple projects and tasksAbility to maintain confidentialityAbility to prioritize and organize effectivelyAbility to supervise and motivate othersAbility to use personal computer and software applicationsAdvanced knowledge of company products and servicesAdvanced knowledge and understanding of the testing and reporting of technical proofs of performanceAdvanced knowledge of construction practices and specificationsAdvanced knowledge of Headend operation & standardsAdvanced knowledge and ability of Installation/Service requirements both as it relates to policies & proceduresKnowledge of the capital and operating budget processDemonstrated effective leadership skillsKnowledge of Microsoft OfficeEducationBachelor's degree in electronics or related field, or equivalent work experienceIndustry and vendor specific certifications and training (NCTI, SCTE, BCT/E)Certifications and LicensesValid driver's license with satisfactory driving record within Company required standardsRelated Work Experience Number of YearsTechnical experience or equivalent work experience 5+Supervisory experience 2+WORKING CONDITIONSMajority of work performed in an office environmentMay work indoors in confined space, poorly ventilated areas such as attics during extreme heatExposure to dust, dirt, noise, insects, rodents, pets, and cleaning solutionsWork outdoors in all kinds of weather and at all times of the day or nightWork performed near power lines and electricityWork and travel in inclement weatherWork performed at various heights above ground on telephone/power polesWork in a 24x7, fast paced environment
TQA525 301034 301034BR

Keywords: SPECTRUM, Schenectady , Manager, Total Quality Assurance Field Operations, Executive , Schenectady, New York

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