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
Ability to read, write, speak and understand English
Advanced understanding of the TCP/IP stack and associated abstraction layers
Advanced knowledge of network designs, network architectures, and network topologies
Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipment
Ability to accurately measure distances, using tapes or other measuring devices
Ability to differentiate between different sizes and colors of wires
Ability to operate a bucket truck and test equipment, required to perform job duties
Ability to operate appropriate computer or test equipment associated with position
Ability to work with small components and wires to make cable connections
Ability to splice coaxial cable
Ability to use handheld communication devices and applications
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Ability to use personal computer and software applications
Advanced knowledge of company products and services
Advanced knowledge and understanding of the testing and reporting of technical proofs of performance
Advanced knowledge of construction practices and specifications
Advanced knowledge of Headend operation & standards
Advanced knowledge and ability of Installation/Service requirements both as it relates to policies& procedures
Knowledge of the capital and operating budget process
Demonstrated effective leadership skills
Knowledge of Microsoft Office
Valid driver's license with satisfactory driving record within Company required standards
Required Education
- Bachelor's degree in electronics or related field, or equivalent work experience
- Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E)
Required Related Work Experience and Number of Years
- Technical supervisory experience or equivalent work experience - 5+
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
- Ability to carry, climb and operate extension ladder, (approx. 32 ft high and 90 pounds)
- Ability to climb poles using gaffs, hooks and climbing belt as needed
- Ability to work while standing 50 - 70% of the time
- Ability to make cable connections in tight spaces by bending, reaching, twisting
- Ability to perform job from high places (i.e. poles and roofs)
- Ability to use the following hand tools electric drills, hammers, wrenches, screwdrivers
- Ability to walk over all types of terrain in all kinds of weather while carrying tools and equipment, including gaffs, ladders, and fully loaded tool belts
Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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