Manager Field Services Integra Telecom
THIS JOB HAS EXPIRED DescriptionThe Field Services Manager is responsible for managing a team of Field Service Technicians (FSTs) including but not limited to staffing, scheduling, team performance, quality of service, employee safety, tech and staff development, fleet, inventory, addressing/documenting performance or behavior issues and assisting technicians in the field. This role directs FSTs performing DS0, DSL, DS1 and EoC type installations and repair, while also managing customer service escalations and repair needs through effective resource planning.
(These responsibilities must be able to be performed with or without reasonable accommodation)
?Accountable for the quality and on-time delivery of all field service activities required to support the assigned territory.
?Interacts directly with clients to determine needs, evaluate problems and provide training and support relative to voice and data services and operations.
?Supervises and maintains a productive team of field service personnel including developing, coaching and effectively evaluating performance standards.
?Builds a best-in-class team by selecting competent staff in accordance with outlined hiring guidelines.
?Produces reports, records and other statistical information regarding field service efficiency as requested.
?Works closely with Customer Care and Service Delivery to ensure the best possible client experience.
?Increases productivity and identifies opportunities for greater efficiencies through process improvement, systems integration and assisting in implementation of these solutions.
?Provides sufficient scheduling and management of resources for the daily work load requirements of field operations.
?Ensures compliance with Company Core Values and safety practices, through training and routine safety/quality inspections.
?Reduces costs, streamlines repair operations, and ensures an improved client experience.
?Performs other related duties or projects as assigned.
The Manager directs 8-12 craft/technical level positions. This position has significant impact on the overall operations of the company and directly impacts customers through the efficient and effective installation of voice/data services requiring daily internal and external customer interaction. This is a somewhat complex position involving both technical skills and customer service skills. This position requires continuous learning to ensure that knowledge of products and systems is current.
?Typical challenges include accurate, timely, and courteous resolution of customer installation and repair problems. Development of a highly skilled and motivated workforce which includes on-the-job training, formal training and positive reinforcement to the employees routinely throughout the review year.
?Typical problems include prioritization of tasks using a fixed number of employees in a rapidly changing environment. Scheduling employees to cover the department 365 days/year, 7days/week.
(These requirements must be able to be completed with or without reasonable accommodation.)
?Bachelors or Associate technical degree in engineering, communications or related field or equivalent of 4 years of work experience in a related discipline.
?At least 1 year additional current management experience that demonstrates proficiency in leadership techniques and management of resources.
?Track record of delivering results in a high pressure, client-oriented environment (Operational results, developing others, retaining high performers, creating a positive, trusting work environment, safety).
?Work leadership experience involving planning, directing and monitoring the work of technical field staff providing installation and maintenance of voice and data services.
?Experience developing and implementing operating procedures and performance metrics.
?Computer skills including spreadsheets, word processing etc.
?Excellent verbal, written, and interpersonal communications and customer service skills.
?Plan, organize and coordinate work to meet established deadlines and accommodate rapidly changing priorities.
This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills or working conditions associated with this position. While this description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify, add or remove duties as necessary.
||Denver, CO |
THIS JOB HAS EXPIRED