Job Description

**Primary Location:** 27121 Towne Centre Dr , Foothill Ranch , CA , US **Service Manager Cox Business**

222351 At Cox, were forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and were looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity and how you can continue to make your mark with Cox.

The **Service Manager** for Cox Business will be responsible for owning the service experience of an assigned customer base which includes our largest enterprise-level customers. This will include reviewing the customers network topology for business continuity and compatibility with the Cox network and meeting with customers on a regular basis to review solutions, recommendations, and network performance.

This individual will ensure all appropriate Cox systems are updated with customer network inventory and will ensure all relevant fix agencies have visibility to customer Service Level Agreements and what committed Cox has made in obtaining these SLAs.

**FUNCTIONS**

CUSTOMER OWNERSHIP

Service Manager will responsible for owning the network performance of an assigned customer base. This will include reviewing customers 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 customers 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 customers service. Keep track of maintenance activities for trends or which may lead to a redesign of the customers 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:**

**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

**Preferred**

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

BS/BA degree strongly desired

Who We Are

**About Cox Communications**

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

**About Cox**

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, .

Cox is an Equal Employment Opportunity employer All qualified applicants/employees will receive consideration for employment without regard to that individuals 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.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

**Benefits**

* Generous compensation plans

* MyTime: Flexible time off policies

* Free in-network womens healthcare

* Cox U: Thousands of free online classes

* Dollars for Ideas: Well pay for your continuing education

* Adoption assistance

* Home & Auto insurance

* Pet insurance for your fluffy loved ones

* Telehealth: Phone and video visits with a doctor in minutes

Jackie Callender

Senior Technology Service Manager Tonya Wallace

Director of Agile Delivery I love that Cox gives engineers a voice. Ive seen workplaces where its more of a just sit there and code type of environment. Not here. They encourage communication and transparency. All teams have the ability to share ideas. Billy Mullner

Automotive Technician II One of the best things here are all the great benefits. ASE certifications are super important to me and I always like learning new things. Marco Valero

Manager of Software Engineering Cox leaders care about their employees career paths and help them grow into better professiona

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