What are the responsibilities and job description for the Field Service Manager position at Gateway Fiber?
The Field Service Manager is expected to contribute in the following significant ways:
- Lead Gateway’s Fiber Optic Installation team culture of safe-work, customer experience, technical craftmanship, and adherence to quality standards.
- Ensure quality control checks are completed to Gateway’s standards.
- Perform and record field safety observations in accordance with Gateway’s standards.
- Provide support and direction for Fiber Optic Installation Technician team.
- Resolve and proactively prevent customer and technical escalations.
- Establish positive employee relations through effective individual and team communication.
- Regularly observe and mentor employees regarding safe-work behaviors, quality, productivity, customer service skills, and general well-being.
- Ensures Fiber Optic Installation Technicians have and maintain necessary company issued tools, equipment, and vehicles.
- Facilitates cross-functional communications and cooperation with internal departments and external service providers.
- Instill knowledge of company products, services, and general work expectations.
- Maintains records and documents in accordance with company policies and procedures.
Qualifications:
- Advanced understanding of TCP/IP.
- Advanced knowledge of network designs, network architectures, and network technologies.
- 3 years as a Fiber Optic Installation Technician and experience managing teams.
- Associates degree in electronics or similar field, or equivalent work experience preferred.
- Supervisory experience in a technical environment preferred.
- Data analytics and reporting capabilities.
- Ability to walk over all types of terrain in all kinds of weather carrying assorted tools.
- Ability to work standing 45-65% of the time.
- Ability to work with various hand tools, battery powered, and non-battery powered.
- Ability to differentiate between different sizes and colors of wires.
- Excellent verbal and written communication skills.
- Complex problem-solving skills.
- Good organizational skills.
- Ability to multi-task.
- Strong follow-up skills, accuracy, and attention to detail.
- Proficiency (MS Office-Word, Excel, Outlook).