Senior Data Specialist, Repair and Return - ReqID: 11076

Description

Senior Data Specialist, Repair and Return

At Frontier, seeing what's beyond the horizon is in our fiber. And we’ve been doing just that for over 80 years connecting communities with emerging communications technology across the country.

At Frontier, we’re transforming our business to break new ground and taking the digital revolution across the nation. We’re growing our team so you can join us in exploring and opening new frontiers.

Here, you’ll have the opportunity to build a powerful foundation for America’s future and yours.

What we’re seeking :

The Senior Data Specialist, Repair and Return will be a member of the Inventory Management Repair and Return team and support the entire Frontier footprint with addressing and resolving all R&R issues and monitoring vendor performance to ensure quality repair service is provided, TAT commitment is met, and conforming to specified service level commitment.

In this role, the Senior Data Specialist, Repair and Return will be responsible for supporting the field operations team and repair vendors as the Repair and Return SME, administering the Frontier Repair and Return web-app, implementing program enhancements to improve system functionality, developing and distributing repair tracking reports,implementing effective repair process improvements to streamline and make more efficient, provide R&R on-line training and documentation, and team lead with R&R key projects.

Placing focus on our internal and external customers’ needs and delivering on commitments to promote customer satisfaction, reliability, and trust.

In this role, you will be expected to go into the office if you are near a Frontier HUB location and collaborate with peers as required.

What we need in you :

To be successful in this role you will need strong interpersonal and organizational skills coupled with a keen attention to detail.

Technically, a solid background working with central office cards, specifically experience with the Repair and Return process will serve you well.

What you’ll do :

Accountable for all activity associated with the repair and return of central office circuit cards and test / tool equipment company-wide and with maintaining spares for our network to keep customer service levels up.

Serve as R&R SME for the field operations team and repair vendors providing timely response and support for all R&R needs and escalation point in the resolution of equipment repair concerns.

Ensure we have effective communication with the field and multiple repair vendors to meet our commitments

Responsible for overseeing R&R and monitoring vendor performance / processes to ensure quality service is provided to Frontier and vendor is conforming to our repair maintenance agreement.

Identifying repair concerns and providing recommendations to repair vendors on process improvements and implementation

• Provide overall assistance and support to the field operations team, NOC, and engineers with R&R escalations for critical network outages and time critical service order requests, expedites and repair status / scheduled ship date follow-ups, and maintain records to ensure accurate accounts of Frontier assets and vendor repair activity
• Responsible for all aspects concerning the establishment and standardization of Frontier’s R&R processes for the field team to follow and taking the initiative to find ways to improve and streamline processes to be more efficient
• Responsible for administering the R&R web-app; maintenance, continued development, enhancements, tracking all repair records and associated expenses, and maintaining the integrity of the Repair and Return database.

Support all Repair and Return users with on-line training and documentation

• Responsible for validating monthly R&R vendor invoices for accuracy and working with vendor on report structure and modifications to meet Frontier’s system requirements.
• Responsible for maintaining the R&R Item Master table, the R&R Do Not Repair control stops, and the system volume control stop to reduce repair spend
• Support the IM group with LCAM AE priority requests by monitoring and tracking AE RMA orders throughout closure ensuring defectives are returned to vendor in a timely manner to keep Frontier inventories stocked and current with working cards for future requests for outages
• Prepare monthly and yearly repair documents and trend analysis for executive reporting and provide support in all aspects of managing costs associated with repair of equipment.

Assist with developing new tactics to reduce repair spend

• Assist the Strategic Sourcing group with review and negotiation of repair SLA proposals to determine best service and value for Frontier
• Team lead for Repair and Return key projects

What we offer :

Nothing is more important to our success than the team that built it. That’s why we provide benefits to keep you and your family well.

Some of which we’re most proud to offer includes :

• Salary Range : $53,000 to $172,000
• 20 PTO (Paid Time Off) days + 10 paid holidays per year
• Day one medical, dental, vision and prescription drug plan
• 401k match of 50% on 6% of eligible compensation
• Same-sex spouse and domestic partner benefits coverage
• 10 weeks of paid parental leave, 3 weeks of paid caregiver leave and up to $10k in adoption program assistance

What background you should have :

• Preferred five (5) years’ experience in the telecommunications field with qualified exposure and working knowledge of all types of central office cards and OSP equipment, and telephony terminology
• Experience in network support is a plus
• 2-year degree or related telecommunications experience
• Familiarity and understanding of Repair and Return process, Central Office equipment, switch types, and terminology. Must be proficient at evaluating all industry database records on central office equipment records to ensure data integrity
• Skilled and have knowledge with Microsoft products. Must be able to learn new computer programs as required to perform job functions.

Proficiency with cold-fusion applications is a plus

• Strong organizational skills, excellent written and oral communication skills,analytical skills, financial record processing and accounting knowledge, and understanding vendor service agreements
• Requires effectiveness in interpersonal skills, communicating effectively with others, training others in a particular task or skill, and coaching
• Ability to promote team collaboration by striving to maintain good working relationships with fellow employees and managers
• Self-motivated, innovative analytical person capable of working independently
• Deliver on commitments
• Demonstrate a responsive, customer-focused philosophy

Physical Requirements :

• Traveling required
• Ability to provide clear and relevant information to others quickly and accurately
• Ability to interface with multiple vendors and field customers

In our line of work, where making connections is paramount, fostering a culture of inclusion is fundamental to our values.

We firmly believe in leveraging the strength of diversity to drive digital connectivity forward. If your background brings a unique perspective and value different from what we've outlined, we encourage you to apply and join us in our mission to #BuildGigabitAmerica.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer.