Director-Field Services

TDS Telecom

1d•Remote

About The Position

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact? The Director-Field Services is responsible for the strategic vision and development of a highly motivated and well-trained team focused on delivering exceptional customer experiences in assigned Field Service regions. This includes the development of and adherence to standardized business processes for Field Service personnel with a focus on installing and maintaining service (residential, commercial and wholesale customers), maintaining the TDS network, supporting construction activities, achieving key performance metrics, management of contractors, team safety, inventory management, workforce efficiency, and quality assurance. The Director-Field Services works closely with Service Assurance to define and operationalize Preventative Network Maintenance (PNM) opportunities. The position is also responsible for the development and implementation of analytics for Field Service construction responsibilities.The position will lead Regional Managers operating in Wireline, Cable, and CLEC markets to ensure that all business objectives are met, including service levels and financial objectives. This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.

Requirements

Bachelor's Degree (or higher) -OR- 4+ years professional work experience.
6+ years' experience in the telecommunications industry.
8+ years in a supervisory role or equivalent leadership experience.
Strong understanding of the telecommunications industry, preferably highly knowledgeable of operations.
Exceptional communication skills to ensure ideas and issues are effectively communicated throughout the organization to associates of varying levels.
Ability to lead and provide culturally-competent and culturally-specific support to a group of team members from diverse backgrounds.
Experience building a highly productive team that celebrates diverse perspectives of team members who are different regarding professional background, age, race/ethnicity, gender identity, beliefs, etc.
Strong budget creation and management experience.
Experience working with resources that deliver technical customer support and network management.
Ability to acquire and rapidly integrate new knowledge from a variety of sources and subject matter areas.
Ability to hire, supervise, coach, motivate, and develop a team of highly-skilled and diverse professionals.
Exceptional problem-solving skills and the ability to make sound business decisions.

Responsibilities

Lead Regional Field Service Managers. This includes overseeing the daily operation of all field operations activities including installation, trouble resolution, network maintenance, capital projects, management of contractors, safety, and quality assurance programs. Contribute to the company’s strategies for assigned area through preparing business fulfillment plans, budgeting and forecasting. Develop appropriate work productivity and quality standards for all field technicians; ensure quotas and staffing levels align with business goals and trended future volume of activity. Create business partner relationships to ensure staffing levels are adequate to achieve defined service levels.
Professionally develop field service leaders, including the hiring and ongoing development of managers, supervisors, and technicians. This includes ensuring that programs are implemented to provide rewards and recognition that meaningfully motivate and develop all team members, keeping in mind that a “one-size-fits-all” approach may not adequately address the needs of all team members.
Partner effectively with adjacent leaders in Marketing, Sales & Customer Operations (MSCO), Network Services, Human Resources, Finance, and IT to plan and develop the evolution of the service provider network, products and services to be offered, and critical enterprise functions to enable TDS Telecom to meet its business goals.
Manage the Cost Center expense budget for all assigned Regions. Ensure performance reporting to include status and quality of all work performed.
Provide feedback to Consumer & Commercial Sales, Marketing, and Product Management about product and service performance.
Interface with Network Services, Information Systems, Government & Regulatory Affairs, Human Resources, and Finance for joint issues and planning.
Represent the company and/or the business unit in the communities TDS Telecom provides services.