Service Manager - Cox Business


Description

Position Summary



The Service Manager is responsible managing customer perception of Cox Business repair process by taking ownership of process improvements required to meet and exceed customer expectations. The Service Manager’s primary role is acting as the customer advocate to ensure service levels are met and develop action plans to drive process improvements.



Primary Responsibilities/Tasks - Essential Functions



• CUSTOMER OWNERSHIP: Service Manager will responsible for owning the network performance of an assigned customer base. This will include reviewing customer’s network topology for business continuity and compatibility with Cox network. Ensuring all appropriate Cox systems are updated with customer network inventory. Ensure all relevant fix agencies have visibility to customer Service Level Agreements and what committed Cox has made in obtaining these SLAs.


• INCIDENT MANAGEMENT: When appropriate, the Service Manager will perform Incident Management control for troubles. In the event a trouble ticket has moved back and forth from multiple fix agencies and/or there appears to be no owner or resolution, the Service Manager will intervene and take Incident Management control of the trouble process. This may require initiating a conference bridge and/or coordinating a customer vendor meeting with Field Service. The Service Manager should always be acting as the customer ombudsman when the normal trouble process is not driving toward resolution in the most expedient timeframe.


• MONTHLY SERVICE REVIEW: Prepare monthly service reviews which details Cox network performance for the assigned customer base. Develop action plans to address performance gaps from not meeting SLA commitments. Collaborate with internal organizations in developing action plans to address performance gaps. Share results with internal fix agencies on Cox network performance to ensure all appropriate organizations have visibility on how the customer perceives the Cox network performance.


• REVIEW POST INCIDENT REVIEW: Develop requested PIR within a specified timeframe for a network outage with negatively impacted the customer’s network performance. The PIR will be created with collaboration with the appropriate organization within Cox that has direct responsibility on future incidents. The PIR should outline irreversible corrective action to ensure incident will either not happen again or will have minimal impact.


• ECR NOTIFICATIONS: Service Manager will provide maintenance notifications for any maintenance activity which may impact the customer’s service. Keep track of maintenance activities for trends or which may lead to a redesign of the customer’s network.


• CHRONIC TROUBLE MANAGEMENT: Develop action plans to address circuits or sites which have experience multiple troubles within in a specified time. The action plan should identify the root cause and recommendations with associated timelines for resolution. Collaborate with the appropriate internal organization and possibly customers’ vendor in developing and implementing action plan.


• SALES SUPPORT: When appropriate, be a technical resource for Account Teams in developing RFPs and Account Reviews.



TIERI/II/II.5 SUPPORT


• ESCALATIONS: The Service Manager will be empowered to escalation to the highest levels within Cox when facilitating the repair process.



Qualifications

Qualifications


Required Knowledge, Skills, Abilities


• HS diploma, GED or relevant work experience


• Specialized skill training/certification may be required


• 5-7 years of experience in customer facing technical support role


• Comfortable working with all levels of customer management


• Proficient problem solving and analytical skills


• Exceptional interpersonal skills:  Verbal Written 


• Exceptional troubleshooting analysis skills, specifically with telephony product/services is a plus


• Exceptional organizational skills


• Ability to multitask


• Ability to work flexible hours and/or on-call as needed


 




Recommended Knowledge, Skills, Abilities


• Knowledge of TCP/IP and LAN/WAN topologies and configurations


• Knowledge of telecommunications services


• Prior experience with trouble management software required


• A+, Net+, CCNA, Microsoft certification preferred



 



About Cox Communications

 

Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. More information about Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com  and www.coxmedia.com.

 

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.



Organization: Cox Communications, Inc.

Primary Location: US-CA-San Diego-5159 Federal Blvd

Employee Status: Regular

Job Level: Manager/Senior Manager

Shift: Day Job

Travel: Yes, 5 % of the Time

Schedule: Full-time

Unposting Date: Ongoing
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