Manager, Field Operations

JOB SUMMARY
Responsible for providing direction and leadership to fulfillment and field staff and contractors while maintaining system integrity and overseeing operations of installations, service and maintenance. Supervises fulfillment and contract labor resources. Coordinates and collaborates with Construction, Dispatch, Warehouse, Engineering and Care operations to ensure optimal customer experience. Coordinates and communicates with Field Operations management on process and procedural improvement opportunities. Provides reports to Field Operations management on activity and results. Responsible for the hiring, training, development and performance management of staff.

MAJOR 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 oversight of contract labor management, including adherence to scope of work and quality standards.

Proactively plans for, secures, and deploys contractor resources to meet business demands.

Provides technical support and direction to staff and contractors 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 and contractors regarding new or existing technologies, company 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 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.

As needed, assists with the facilitation of Statement of Work (SOW) and renewals for contract labor resources.

Establishes positive employee relations through effective communication and ongoing support.

Develops an effective front-line leadership team and assists with developing their direct reports to drive a high performance culture and environment.

Adheres to industry specific local, state, and federal regulations, as applicable.

Knows, understands and follows company policy.

Performs other duties as assigned.

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 drive Company vehicle in a safe and responsible manner

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 use the following hand tools electric drills, hammers, wrenches, screwdrivers

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 National Electric Code and National Electric Safety Code

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)

Industry and vendor specific certifications and training (e.g. NCTI, SCTE)

REQUIRED RELATED WORK EXPERIENCE AND NUMBER OF YEARS

5+ years of Field Technician experience or equivalent work experience

PREFERRED QUALIFICATIONS

Preferred Related Work Experience and Number of Years

Management or leadership experience - 2+

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

May require overnight travel and extended hours

PHYSICAL AND MENTAL REQUIREMENTS

Physical Requirements

Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipment

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 make cable connections in tight spaces by bending, reaching, twisting

Ability to perform job from high places (i.e. poles and roofs)

Ability to work while standing 50-70% of the time

Ability to work with small components and wires to make cable connections