Senior Expert - Cellular Operations Manager- New York
Senior Expert Full Time - PermanentThe Senior Expert provides leadership and manages the overall performance of front-line Experts who will test, replace, troubleshoot and upgrade mobile devices to ensure 100% customer satisfaction.
They ensure a high level of profitability through the successful management of metrics, overall customer satisfaction, adequate staffing levels, training and maximization of asset utilization in order to achieve company goals and ensure service excellence.
The Senior Expert will support, acknowledge, implement, and enforce all MasTec Advanced Technologies (AT) policies and procedures and the Partner agreement and positively represent MasTec AT and Partner to customers with consistent professionalism adhering to all standards.
What you'll do at MasTec:
o Monitor and utilize daily productivity data to schedule employees, manage resources, assist with any service/inventory issues and reward/counsel employees for productivity.
o Provide on-the-job troubleshooting support, assist with routing, training and solving customer issues and escalations including addressing dispatching/Expert status issues.
o Ensure Expert compliance with MasTec AT and Partner policies and procedures.
o Drive and operate company vehicles safely in accordance with established policies, courteously and defensively and ensure that maintenance and care is performed appropriately.
Report the need for vehicle repair or service when required and/or prescribed.
o Co-host regular Expert meetings.
o Review proposed route delivery time for next day Expert routes and communicate daily with Partner Routing Manager to ensure proper management of service calendars.
o Communicate daily with Mobile Site Manager for check-in and review of reporting and End of Day meetings and procedures.
o Communicate daily with Partner Field Manager to ensure adequate equipment stock levels.
o Manage operational cost control programs including monitoring fuel consumption, overtime management, and cell phone usage.
o Work closely with the Fleet Manager and MasTec Safety to ensure compliance with all vehicle policies and procedures including:
o Verify that Experts are following real-time vehicle inventory procedures and are in compliance; o Perform monthly physical vehicle inspections and inventory counts; and o Conduct monthly safety compliance audits.
o Oversee inventory and supplies through established supply chain management processes including but not limited to, the compilation and submission of weekly Partner device count and order.
o Coordinate with Operations staff on logistics and weather-related emergencies as needed.
o Incorporate principles of teamwork with all organizational levels in the resolution, completion and follow-up of various responsibilities; coach and mentor team members of varying levels of experience.
o Perform Quality Inspections on a consistent basis and within guidelines; ensures employees receive necessary training required to be successfully meet and exceed MasTec AT and Partner standards of service.
o Ensure that safety, recognition, and operational meetings are held in order to promote awareness and communication about safety.
o Provide continuous training for defensive driving and other safety related issues.
o Investigate Motor Vehicle Accidents and/or Personal Injuries.
Create and submit Safety Flash/UIR/MVA/Damage Claim reports to Risk Management within the time frame directed.
o Submit and resolve all damage claims, to include negotiations with customers, filing reports, submitting check requests, obtaining release forms and submitted payroll deductions for the parties at fault.
o Understand and act on policies, procedures and goals while under limited managerial direction.
o Regularly make decisions of responsibility involving evaluation of information.
Decisions may require development or application of alternatives or precedents.
Partner with appropriate Operations Support Teams as needed.
o Responsible for ensuring compliance with all Sarbanes-Oxley policies and procedures as they relate to the daily operation of the business.
o Responsible for ensuring compliance with all local, state, federal and Company payroll policies and procedures; ensure the timely submission of accurate and complete time records including all appropriate signatures and certifications.
o Work with peers to advance the effectiveness and excellence of the department and company through continual improvement of plans, programs and processes in order to proactively control expenses, increase value, and promote highly effective department and company practices.
SUPERVISOR RESPONSIBILITY:
o Supervise up to forty (40) non-exempt direct reports ensuring objectives set forth are monitored and accomplished.
o Interview, hire, train, coach, develop and evaluate employees through performance management, performance metrics, customer feedback, quality inspections, personal and team observations and feedback from within the department.
o Recommend promotions, transfers, salary actions, disciplinary actions and terminations, partnering with Human Resources as appropriate.
o Ensure all new/current employees are equipped with the proper equipment, nametags, identification, uniforms, and communication devices.
OTHER DUTIES:
o Assist with new market launch activities.
o Work on special projects as assigned.
o Perform general clerical work such as filing, copying, mailing, etc.
o Perform other duties as assigned.
Qualifications What We Are Looking For In YOU:
Education Bachelor's Degree in Business or a related field or equivalent combination of education and experience required.
Travel Availability, willingness, and flexibility to travel by auto or commercial airlines up to 25% of the time.
Experience Minimum of four (4) years comprehensive customer service, service delivery or consumer electronics experience required.
Minimum of eight (8) years field experience may be substituted for previously stated education and experience.
o Expert ability to provide excellent customer service and establish and maintain credibility and interpersonal relationships with diverse group of individuals (e.
g.
, business leaders, colleagues, staff at all levels).
o Expert ability to accurately manage Partner inventory.
o Solid ability to handle confidential, sensitive and critical issues with demonstrated history of a commitment to ethics, honesty, integrity and credibility.
o Solid ability to manage a remote staff in a fast-paced environment.
o Solid ability to collaborate effectively with others.
o Solid interpersonal and written/oral communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
o Solid organizational and planning skills; ability to multi-task; attention to detail; productive without compromising quality.
o Solid ability to work under pressure to meet deadlines while managing internal customer expectations and resetting accordingly.
o Solid ability to set and balance short- and long-term priorities and remain focused within a rigorous, fast-paced and dynamic environment.
o Solid ability to effectively take action to solve problems while exhibiting sound judgment and successful stress tolerance.
o Solid ability to think strategically and problem solve through conceptual thinking, analytical and planning skills.
o Solid knowledge of word processing, spreadsheet, presentation and email software (preferably Microsoft Word, Excel, PowerPoint, Outlook, Internet).
o Solid ability to manage conflict and resolve team member issues effectively and efficiently.
o Solid ability to negotiate and ability to clearly present ideas to influence outcomes.
o Solid ability to exercise good judgment and discretion in selecting methods and techniques for obtaining solutions.
o Solid ability to work in a team environment along with the ability to work independently with minimal supervision.
o Solid ability to be results-oriented that makes a difference, taking initiative to make things happen, accepts accountability and has a can do attitude.
MasTec Advanced Technologies Employee Benefit Synopsis In life, having the right benefits makes all the difference.
We do our best to make sure you're covered when it comes to your personal and professional needs.
You work hard, and you should be equally rewarded.
It's key to enjoying what you do each day.
From installers to corporate positions to customer service professionals, we provide a wide range of training, benefits and personal development that encourages success.
Essential Company
Benefits:
o Health, Vision & Dental Plans o Life & Supplemental Life Insurance o Short & Long-term Disability o 401(k) o Vacation & Holiday Pay o Employee Assistance Program o Paid Training o Company paid smartphoneExclusive Company Perks:
o Employee Referral Bonuses o Stock Purchase Plan (discounted) o Discounted Gym Memberships, Hotels, Dell Computers, Mobile Phones and Services, and Personal Vehicle Purchases.
Estimated Salary: $20 to $28 per hour based on qualifications.
They ensure a high level of profitability through the successful management of metrics, overall customer satisfaction, adequate staffing levels, training and maximization of asset utilization in order to achieve company goals and ensure service excellence.
The Senior Expert will support, acknowledge, implement, and enforce all MasTec Advanced Technologies (AT) policies and procedures and the Partner agreement and positively represent MasTec AT and Partner to customers with consistent professionalism adhering to all standards.
What you'll do at MasTec:
o Monitor and utilize daily productivity data to schedule employees, manage resources, assist with any service/inventory issues and reward/counsel employees for productivity.
o Provide on-the-job troubleshooting support, assist with routing, training and solving customer issues and escalations including addressing dispatching/Expert status issues.
o Ensure Expert compliance with MasTec AT and Partner policies and procedures.
o Drive and operate company vehicles safely in accordance with established policies, courteously and defensively and ensure that maintenance and care is performed appropriately.
Report the need for vehicle repair or service when required and/or prescribed.
o Co-host regular Expert meetings.
o Review proposed route delivery time for next day Expert routes and communicate daily with Partner Routing Manager to ensure proper management of service calendars.
o Communicate daily with Mobile Site Manager for check-in and review of reporting and End of Day meetings and procedures.
o Communicate daily with Partner Field Manager to ensure adequate equipment stock levels.
o Manage operational cost control programs including monitoring fuel consumption, overtime management, and cell phone usage.
o Work closely with the Fleet Manager and MasTec Safety to ensure compliance with all vehicle policies and procedures including:
o Verify that Experts are following real-time vehicle inventory procedures and are in compliance; o Perform monthly physical vehicle inspections and inventory counts; and o Conduct monthly safety compliance audits.
o Oversee inventory and supplies through established supply chain management processes including but not limited to, the compilation and submission of weekly Partner device count and order.
o Coordinate with Operations staff on logistics and weather-related emergencies as needed.
o Incorporate principles of teamwork with all organizational levels in the resolution, completion and follow-up of various responsibilities; coach and mentor team members of varying levels of experience.
o Perform Quality Inspections on a consistent basis and within guidelines; ensures employees receive necessary training required to be successfully meet and exceed MasTec AT and Partner standards of service.
o Ensure that safety, recognition, and operational meetings are held in order to promote awareness and communication about safety.
o Provide continuous training for defensive driving and other safety related issues.
o Investigate Motor Vehicle Accidents and/or Personal Injuries.
Create and submit Safety Flash/UIR/MVA/Damage Claim reports to Risk Management within the time frame directed.
o Submit and resolve all damage claims, to include negotiations with customers, filing reports, submitting check requests, obtaining release forms and submitted payroll deductions for the parties at fault.
o Understand and act on policies, procedures and goals while under limited managerial direction.
o Regularly make decisions of responsibility involving evaluation of information.
Decisions may require development or application of alternatives or precedents.
Partner with appropriate Operations Support Teams as needed.
o Responsible for ensuring compliance with all Sarbanes-Oxley policies and procedures as they relate to the daily operation of the business.
o Responsible for ensuring compliance with all local, state, federal and Company payroll policies and procedures; ensure the timely submission of accurate and complete time records including all appropriate signatures and certifications.
o Work with peers to advance the effectiveness and excellence of the department and company through continual improvement of plans, programs and processes in order to proactively control expenses, increase value, and promote highly effective department and company practices.
SUPERVISOR RESPONSIBILITY:
o Supervise up to forty (40) non-exempt direct reports ensuring objectives set forth are monitored and accomplished.
o Interview, hire, train, coach, develop and evaluate employees through performance management, performance metrics, customer feedback, quality inspections, personal and team observations and feedback from within the department.
o Recommend promotions, transfers, salary actions, disciplinary actions and terminations, partnering with Human Resources as appropriate.
o Ensure all new/current employees are equipped with the proper equipment, nametags, identification, uniforms, and communication devices.
OTHER DUTIES:
o Assist with new market launch activities.
o Work on special projects as assigned.
o Perform general clerical work such as filing, copying, mailing, etc.
o Perform other duties as assigned.
Qualifications What We Are Looking For In YOU:
Education Bachelor's Degree in Business or a related field or equivalent combination of education and experience required.
Travel Availability, willingness, and flexibility to travel by auto or commercial airlines up to 25% of the time.
Experience Minimum of four (4) years comprehensive customer service, service delivery or consumer electronics experience required.
Minimum of eight (8) years field experience may be substituted for previously stated education and experience.
o Expert ability to provide excellent customer service and establish and maintain credibility and interpersonal relationships with diverse group of individuals (e.
g.
, business leaders, colleagues, staff at all levels).
o Expert ability to accurately manage Partner inventory.
o Solid ability to handle confidential, sensitive and critical issues with demonstrated history of a commitment to ethics, honesty, integrity and credibility.
o Solid ability to manage a remote staff in a fast-paced environment.
o Solid ability to collaborate effectively with others.
o Solid interpersonal and written/oral communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
o Solid organizational and planning skills; ability to multi-task; attention to detail; productive without compromising quality.
o Solid ability to work under pressure to meet deadlines while managing internal customer expectations and resetting accordingly.
o Solid ability to set and balance short- and long-term priorities and remain focused within a rigorous, fast-paced and dynamic environment.
o Solid ability to effectively take action to solve problems while exhibiting sound judgment and successful stress tolerance.
o Solid ability to think strategically and problem solve through conceptual thinking, analytical and planning skills.
o Solid knowledge of word processing, spreadsheet, presentation and email software (preferably Microsoft Word, Excel, PowerPoint, Outlook, Internet).
o Solid ability to manage conflict and resolve team member issues effectively and efficiently.
o Solid ability to negotiate and ability to clearly present ideas to influence outcomes.
o Solid ability to exercise good judgment and discretion in selecting methods and techniques for obtaining solutions.
o Solid ability to work in a team environment along with the ability to work independently with minimal supervision.
o Solid ability to be results-oriented that makes a difference, taking initiative to make things happen, accepts accountability and has a can do attitude.
MasTec Advanced Technologies Employee Benefit Synopsis In life, having the right benefits makes all the difference.
We do our best to make sure you're covered when it comes to your personal and professional needs.
You work hard, and you should be equally rewarded.
It's key to enjoying what you do each day.
From installers to corporate positions to customer service professionals, we provide a wide range of training, benefits and personal development that encourages success.
Essential Company
Benefits:
o Health, Vision & Dental Plans o Life & Supplemental Life Insurance o Short & Long-term Disability o 401(k) o Vacation & Holiday Pay o Employee Assistance Program o Paid Training o Company paid smartphoneExclusive Company Perks:
o Employee Referral Bonuses o Stock Purchase Plan (discounted) o Discounted Gym Memberships, Hotels, Dell Computers, Mobile Phones and Services, and Personal Vehicle Purchases.
Estimated Salary: $20 to $28 per hour based on qualifications.
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