Field Service Manager
About The Position
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.
Requirements
- 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.
- 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).
Nice To Haves
- Associates degree in electronics or similar field, or equivalent work experience preferred.
- Supervisory experience in a technical environment preferred.
- Data analytics and reporting capabilities.
Responsibilities
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
