Job Details:

The Field Service Manager provides both leadership and direction to all field service technicians to ensure that all jobs and tasks are completed to satisfaction within their specific assigned territory. This position helps maintain the highest level of customer satisfaction by verifying all systems are functioning properly as well as providing the necessary training and guidance to technicians to facilitate a high level of productivity. The Field Service Manager is a results-oriented position that is responsible for multiple projects/tasks at any given time with deadline requirements. The position handles escalated customer and/or system related issues and is responsible to see them through to the appropriate resolution. This individual provides the quintessential example of field support to both customers as well as technicians.

The Field Service Manager should have strong interpersonal skills, be customer service oriented, have effective conflict resolution skills, strong communication abilities and possess significant problem-solving competencies. As the leader of a group of technically trained individuals that are responsible for overall system performance and more importantly the customer experience, this individual must possess strong communication skills, both written and verbal. The individual must also have a solid understanding of RF transport, satellite communications, head-end technologies and all pertinent software such as MS Excel, MS Word and MS Outlook.

Specific Job Duties:

• Manage direct reports daily to make sure that protocols are being met as well as managing technician hours in accordance with company policies.
• Performs quarterly reviews on direct reports to evaluate team and individual training requirements and potential promotions and/or moves.
• Evaluates team members based on business needs and makes suggestions to the Installation Manager for possible changes to drive business metrics.
• Works with Dispatch to maintain proper technician routing to provide the highest level of customer service possible.
• Review and process technician payroll documentation including weekly expenses, hours and PTO requests. Provides all data to Installation Manager for final approval and submission.
• Maintain system performance by completing and/or delegating preventative maintenance inspections at all properties within assigned region. Delivers results to the Installation Manager for review in a timely manner. If results are skewed and/or not available, individual provides necessary reasoning and data supporting the situation as well as time frames for completion.
• Complete in-depth property site surveys to determine the needs of potential new properties. Complete and deliver effective documentation supporting findings of said survey as well as a general cost analysis of the project.
• Perform onsite inspections to evaluate technician performance and quality of service as well as coach and instruct technicians on improved methods for completing specific tasks.
• Support new employees through training and future development. Demonstrate and coach behaviors that promote quality customer service.
• Provide training and support for new and existing technicians to develop a greater understanding of equipment, technology and practices currently deployed as well as new processes, procedures and technologies.
• Drives customer service metrics and satisfaction through utilization of call center survey information as well as work ticket comments. Addresses all concerns within in a timely manner directly with customer or appropriate entity.
• Addresses escalated employee issues in a professional and timely manner. Able to defuse volatile situations professionally and with positive results.

Minimum Job Requirements:

• Must be able to perform all duties of the FSS I, II and III service technicians.
• Minimum two-year college degree as well as a minimum of five years of experience in the cable and/or satellite installation industry. Previous management experience is preferred but not required based on individual’s aptitude and skill set.
• Established understanding of RF transport systems, headend technologies and satellite communications. Fiber background preferred but not required.
• A strong competency in leading, developing, mentoring, and coaching.
• Ability to read and interpret safety rules, operating and maintenance instructions, cable plant maps and schematics as well as procedure manuals. Ability to obtain an elevated understanding of processes, procedures and responsibilities performed by direct reports.
• Ability to write reports and correspondence. Excellent presentation, facilitation and communication skills.
• Willingness to work flexible hours, including weekends.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Job Type: Full-time

Pay: $38,000.00 - $58,000.00 per year

Day range:

• Monday to Friday

Shift:

• 8 hour shift

Experience:

• Management: 4 years (Preferred)
• Fiber: 4 years (Preferred)
• Telecommunication: 4 years (Preferred)

License/Certification:

• Driver's License (Preferred)

Work Location: In person