CUSTOMER OWNERSHIP The Service Manager will be responsible for owning the network performance of an assigned customer base and acting as a liaison between the customer and Cox, ensuring all communication meets the customers’ needs. 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, ensuring all relevant fix agencies have visibility to customer Service Level Agreements and what commitments Cox has made regarding 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 ambassador 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 which negatively impacted the customer’s network performance. The PIR will be created in collaboration with the appropriate organization within Cox that has direct responsibility for future incidents. The PIR should outline irreversible corrective action to ensure the incident will either not happen again or will have minimal impact.
ECR NOTIFICATIONS The Service Manager will provide maintenance notifications for any maintenance activity which may impact the customer’s service and 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 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 an action plan.
SALES SUPPORT When appropriate, be a technical resource for Account Teams in developing RFPs and Account Reviews.
The Service Manager will be empowered to escalate to the highest levels within Cox when facilitating the repair process.
Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S.-based job. (Reasonable accommodations for medical and religious objections will be considered.)
HS diploma, GED, or relevant work experience
Specialized skill training/certification may be required
5-7 years of experience in a 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
Knowledge of TCP/IP and LAN/WAN topologies and configurations
Knowledge of telecommunications services
Prior experience with trouble management software required