Manager, Field Service

Job Summary

Responsible for overall fulfillment operations of the system locations from the tap to the home across the assigned area. Responsible for providing direction and leadership to fulfillment while maintaining system integrity and overseeing operations of installations, service and maintenance. Supervises fulfillment resources. Coordinate and collaborate with Construction, Dispatch, Warehouse, Engineering and Care operations to ensure optimal customer experience. Coordinate and communicate with field operations management on process and procedural improvement opportunities. Provide reports to field operations management on activity and results. Responsible for the hiring, training, development and performance management of staff.

Major Job Duties And Responsibilities

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Manages all technical operations at the system level to maintain the integrity of the network and assures quality and consistency of voice, video, and data to customers.
• Provides technical support and direction to staff regarding new or existing technologies, operational standards, and staff development.
• Responsible for purchasing, budgeting, business plan development, deployment of new products, and capital projects.
• Provides quality assurance support and direction to field staff regarding new or existing technologies, company Technical Quality Assurance (TQA) Program standards.
• Assists in the coordination, preparation and maintenance of the capital and operating budgets.
• Monitors current procedures and tests performed in accordance with FCC standards to ensure compliance.
• Ensures quality control checks are completed satisfactorily; resolves escalated customer problems as necessary.
• Provides recommended areas for improvement within the drop network to field operations management.
• Monitors and reviews system material management procedures, inventory control, safety-training program and security to ensure compliance with company policies and procedures.
• Maintains records and documents in accordance with company policies and procedures.
• Establishes positive employee relations through effective communication and ongoing support.
• Develops an effective frontline Leadership team and assists them with developing their direct reports as to drive a high performance culture and environment.
• Adhere to industry specific local, state, and federal regulations, as applicable.
• Know, understand and follow company policy.
• Perform other duties as requested by manager.

Required Qualifications

Required Skills / Abilities and Knowledge

Required Education

Required Related Work Experience and Number of Years

Working Conditions

Majority of work performed in an office environment. May work indoors in confined space, poorly ventilated areas such as attics during extreme heat. Exposure to dust, dirt, noise, insects, rodents, pets, and cleaning solutions. Work outdoors in all kinds of weather and at all times of the day or night. Work performed near power lines and electricity. Work and travel in inclement weather. Work performed at various heights above ground on telephone / power poles. Work in a 24x7, fast paced environment.

Physical And Mental Requirements

Physical Requirements