Manager, Long Haul Technician Operations [TX-Dallas]

Zayo Group•Dallas, TX

1d•$71,800 - $110,400

About The Position

The Manager, Long Haul Technician Operations supervises daily field operations in the assigned region, sets team priorities, coordinates work with other managers, and reports to the Director, Field Operations. The role leads a team of 15 Field Technicians and is responsible for team performance, hiring and development, regional budgets and inventory, fleet program administration, and operational readiness. The manager works with internal organizations, third parties, and remote support teams to resolve maintenance, break-fix, turn-up, and network or customer impairment issues in line with expected service levels. The position also supports workflow improvement and workforce management expansion, and establishes a 24/7 on-call and after-hours coverage schedule. Applicants must already be authorized to work in the United States on a full-time basis. Employer-sponsored work authorization is not available for this position. The estimated base salary range is $71,800–$110,400 annually. Non-sales roles may be eligible for a discretionary annual incentive plan. The position may also be eligible for health insurance, life insurance, disability and retirement plans, and paid time off.

Requirements

Bachelor’s degree in management or a related field, or a high school diploma/GED with nine years of direct related experience.
At least five years of direct related experience, plus two years of experience in a leadership or managerial capacity.
Comfort presenting data and financials to the team and other departments.
Strong communication skills.
Must be currently authorized to work in the United States on a full-time basis; employer-sponsored work authorization is not available.

Responsibilities

Supervise team objectives and report performance against established goals, including MTTR, revenue, and OTP.
Hire, retain, and develop a team of 15 Field Technicians.
Develop training and mentoring programs for new and existing team members.
Coordinate with internal organizations and third parties to resolve maintenance, break-fix, and turn-up activities consistently with customer service levels.
Work with internal teams to create, streamline, and document workflows.
Prioritize assigned work.
Monitor costs to ensure they align with the forecasted budget.
Create, monitor, and report on the assigned region’s forecasted budget.
Forecast and track inventory for the assigned region.
Administer the Zayo fleet program for the assigned region in partnership with the Fleet Manager.
Establish a disaster recovery plan for the assigned region.
Contribute to expansion of Workforce Management, including coordination with WFM team members and development of systems and processes, including Salesforce or other tools.
Establish and publish a 24/7 on-call and after-hours coverage schedule.
Work with the remote support team to identify, isolate, and repair network and customer impairments.