Manager-Field Services

TDS•Delavan, WI

21h•Onsite

About The Position

The Manager-Field Services leads high-performing Field Services teams across assigned markets, driving operational excellence and customer success. The role cultivates a team culture focused on exceptional customer service, technical excellence, and professionalism. The position is based at 120 South Wright Street, Delavan, Wisconsin, and is full-time, with a schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m. CST, including 24/7 on-call availability to support customers, the network, and Field Service Technicians. The manager leads direct and related teams involved in network growth and maintenance, oversees the proper maintenance of TDS network equipment and company assets, supports execution of business plans and processes, and serves as the management contact for network equipment and customer-related issues in assigned markets. The role ensures compliance with company policies and procedures and coaches teams through process improvements. The employer offers a benefits program to associates meeting applicable scheduled-hours or employment-term requirements. Benefits may include medical, dental, vision, and life insurance; a 401(k) plan; education assistance; paid time off, including vacation and sick leave; paid holidays; paid parental leave; and short- and long-term disability coverage for eligible associates. TDS states that it is committed to equal employment opportunity and values diversity of backgrounds, experiences, and perspectives.

Requirements

Bachelor's degree or higher, or at least 4 years of professional work experience.
At least 3 years of experience in the telecommunications industry.
At least 3 years in a supervisory role or equivalent leadership experience.
Must have and maintain a valid driver's license.
Must successfully complete customer-specific requirements upon hire, which may include a customer-administered background check.
Must be available to work off-hours when situations dictate.
Strong technical background is a plus; the role's technical knowledge areas include telephony, Class 5 switching, copper and fiber optic outside plant practices, troubleshooting, and common equipment installation and maintenance practices.
Solid understanding of SONET theory and operation.
Extensive knowledge of fiber restoration practices and procedures.
Solid understanding of OSHA safety requirements and guidelines.
Ability to coach direct reports and contractors during emergencies such as switch outages and cable breaks.
Ability to manage multiple tasks while maintaining a positive attitude.
Excellent problem-solving skills, leadership ability, and interpersonal skills.
Sense of urgency and a can-do attitude.
Computer proficiency.
Ability to handle stressful network outages or customer-impacting situations calmly.
Work schedule includes Monday through Friday, 8:00 a.m. to 5:00 p.m. CST and 24/7 on-call availability.

Nice To Haves

Lightwave transmission system experience preferred.
Customer Focus Management and/or Total Quality Management training is a plus.
Enjoys working with people and team building, including teaching and coaching.

Responsibilities

Provide leadership to the direct team and other teams involved in network growth and maintenance, creating and maintaining a motivating and rewarding environment.
Maintain good working relationships with adjacent teams.
Direct activities required for proper maintenance of TDS network equipment and other company assets.
Assist Field Services leadership with executing plans and processes tied to the overall business plan.
Ensure compliance with TDS policies, processes, and procedures.
Ensure the team understands TDS goals and is coached through process improvements as needed.
Serve as the management point of contact for TDS network equipment and customer-related issues in assigned markets.
Provide support to customers, the network, and Field Service Technicians while on call.