Hotwire Communications

  • Senior Director of Field Operations

    Job Locations US-FL-Fort Lauderdale
    Posted Date 4 weeks ago(4 weeks ago)
    Job ID
    2018-1191
    # of Openings
    1
    Department
    Field Services
  • Who We Are

    Come power the future with us!

     

    From the beginning, Hotwire Communications has been focused on the future – bringing the power and speed of fiber optics directly to customers. We were among the first companies in the US to offer IPTV Video and the first to offer gigabit speeds in Florida.

     

    And that leadership continues.

     

    We are looking for team members who are passionate about technology and what it means for all our lives. We are looking for leaders to drive us into the future and we are looking for individuals who are prepared to do whatever it takes to create a truly exceptional customer experience day in and day out.

    What You Will Be Doing

    JOB 

    JOB OVERVIEW:

    At the highest level, all employees of Hotwire Communications must be enthusiastic, entrepreneurial and committed to perform their job in an ethical and proper manner. The Senior Director of Field Operations is responsible for providing both strategic direction and day-to-day management of field service and launch service operations. 

     

             ESSENTIAL JOB FUNCTIONS:

    1. Ability to interact with the public and other employees in a positive manner and promote a cooperative working environment.
    2. Ability to foster enterprise-wide thinking and drive execution of corporate programs and initiatives.
    3. Plan, develop, organize, implement, direct and evaluate the organization’s field service function.
    4. Evaluate and advise on the impact of long-range planning, introduction of new programs/strategies and regulatory interaction.
    5. Ability to employ strong business acumen and critical thinking to look for ways to make improvements, and ensure good rapport is maintained between corporate and regional locations.
    6. Analytical thinking to enhance and/or develop, implement and enforce policies and procedures of the organization by way of systems that will improve the overall operation and effectiveness of the company.
    7. Ability to speak clearly and persuasively in public or private setting. Excellent oral and written communications skills in English.
    8. Ability to demonstrate strong customer service and influencing skills.
    9. Directly manages a team of managers in all facets of services installation, fiber repair, and trouble ticket functions.
    10. Possess strong time management and organizational skills.
    11. Typically faces situations that have a variety of interpretations and require careful evaluation.
    12. Typically solves problems by considering courses of action within the framework of company goals and standards.
    13. Computer proficiency required in Microsoft Office products with a higher level of proficiency in Excel.
    14. Ability to travel to any location where the Company operates and expand territory as business needs dictate.

             RESPONSIBILITIES:

    1. Directs all field service programs and initiatives from launch through sustainment.
    2. Performs management responsibilities in accordance with the organizations policies and applicable laws; responsibilities include interviewing and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
    3. Directs all installation and service of all company offered products, including security.
    4. Responsible for meeting commitments to customers and following up to guarantee customer satisfaction.
    5. Responsible for applying company policies, operational practices and coordinating training to enable successful service installations. Ensures service/installation training for all technicians.
    6. Responsible for preparation of customer sites for services by completing pre-inspections and making necessary arrangements with builders, property managers and community residents.
    7. Responsible for meeting/exceeding company objectives for installation and service activity.
    8. Conducts regular QA property manager visits. Improves quality results by studying, evaluating, and re-designing processes; implementing changes.
    9. Directs Dispatch to coordinate daily activities.
    10. Works closely with the NOC on escalation of trouble issues.
    11. Responsible for all department reporting and analytics.

     

    JOB 

    What You Need to Bring

    ESSENTIAL COMPETENCIES:

    1. Inspirational Leadership
    2. Business Acumen
    3. Problem Solving/Analysis
    4. Strategic Thinking.
    5. Effective Two-Way Communication

    MINIMUM QUALIFICATIONS:
    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

    • Bachelor Degree in business, or appropriate equivalent from an accredited university.
    • Minimum 10 years of leadership experience with at least 15 direct reports.
    • Strong computer skills, including Microsoft business applications and various reporting software.
    • Strong project management, business writing and reporting skills.
    • Exceptional interpersonal and verbal communication skills.
    • Solid business acumen, management, analytical, and problem-thinking skills.
    • Industry related experience preferred.
    • Ability and willingness to work a flexible Full Time schedule that may include weekends and holidays.

     

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