General Field Manager – Quality Communications AZ Spectrum & Cox Subcontractor Operations

General Field Manager – Quality Communications AZ

Spectrum & Cox Subcontractor Operations

Position Summary

The General Field Manager oversees all daily field operations for Quality Communications’ Arizona market, supporting installation, service, and construction activities for Spectrum and Cox subcontractor work. This role ensures operational excellence across technician performance, safety, quality, customer experience, and inventory management. The General Field Manager is responsible for leading field supervisors, coordinating with dispatch and warehouse teams, and maintaining strict compliance with Spectrum/Cox standards, core metrics, and system requirements.

This position requires a minimum of 5 years of management experience working directly for Cox, Spectrum, or an approved subcontractor, with proven expertise using ICOMS, Power BI, and all core operational metrics used by both MSOs.

Core Responsibilities1. Leadership & Team Management

• Lead, coach, and develop field supervisors and technicians across installation, service, and construction teams.
• Conduct daily operational check-ins, workload reviews, and performance evaluations.
• Ensure teams have proper tools, materials, PPE, and system access.
• Support escalations, complex jobs, and customer-impacting issues requiring management involvement.
• Drive accountability, professionalism, and adherence to company and MSO standards.

2. Operational Oversight

• Manage daily work order distribution, routing efficiency, and workforce balancing.
• Monitor job completion rates, repeat calls, failed installs, and quality audit scores.
• Ensure accurate documentation in ICOMS, Salesforce, WorkAssure, CSG, and other required systems.
• Maintain compliance with Spectrum/Cox installation standards, signal levels, equipment configuration, and technical specifications.
• Conduct field audits, ride-alongs, and quality inspections.

3. Performance & Metrics Management

• Track and analyze core MSO metrics including:
• Repeat trouble calls
• On-time arrival
• Completion rates
• Quality audit scores
• Safety compliance
• Customer satisfaction
• Use Power BI dashboards to identify trends, gaps, and improvement opportunities.
• Provide weekly and monthly performance reports with actionable recommendations.

4. Customer Experience & Issue Resolution

• Serve as the senior escalation point for customer complaints, service-impacting issues, and technical challenges.
• Ensure technicians deliver a professional, respectful, and solution-oriented customer experience.
• Coordinate with dispatch, network operations, construction, and customer care teams to resolve issues quickly.

5. Safety & Compliance

• Enforce company safety policies, OSHA requirements, and MSO safety standards.
• Conduct safety meetings, toolbox talks, and job site inspections.
• Ensure proper use of PPE, ladders, meters, and company vehicles.
• Maintain compliance with local, state, and federal regulations.

6. Inventory, Fleet & Asset Management

• Oversee warehouse coordination for equipment, tools, meters, and consumables.
• Ensure accurate inventory tracking and return of unused or defective equipment.
• Monitor vehicle condition, maintenance schedules, and proper material storage.

7. Workforce Planning & Scheduling

• Build and manage technician schedules, PTO requests, and coverage planning.
• Adjust workloads based on demand, outages, staffing levels, and MSO priorities.
• Support after-hours, emergency response, and storm recovery operations when required.

Required Skills & Qualifications

• Minimum 5 years management experience with Cox, Spectrum, or a subcontractor supporting either MSO.
• Strong understanding of DOCSIS, fiber (FTTH/FTTU), RF, Wi-Fi, and in-home networking.
• Proficiency with ICOMS, Power BI, and MSO core metrics.
• Ability to lead, coach, and motivate field teams.
• Excellent communication, problem-solving, and customer service skills.
• Experience with field management software, meters, and diagnostic tools.
• Valid driver’s license and clean driving record.

Preferred Qualifications

• Prior experience managing multi-market or multi-crew operations.
• SCTE, FOA, or vendor-specific certifications.
• Experience with both residential and commercial installations.
• Knowledge of construction, OSP/ISP coordination, and network troubleshooting.

Pay: $64,132.65 - $77,235.02 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience:

• hands‑on experience from Cox, Spectrum, or Charter: 5 years (Required)

Work Location: In person

Salary : $64,133 - $77,235