Manager, Field Service

Job SummaryResponsible for overall fulfillment operations of the system locations from the tap to the home across the assigned area. Responsible for providing direction and leadership to fulfillment while maintaining system integrity and overseeing operations of installations, service and maintenance. Supervises fulfillment resources. Coordinate and collaborate with Construction, Dispatch, Warehouse, Engineering and Care operations to ensure optimal customer experience. Coordinate and communicate with field operations management on process and procedural improvement opportunities. Provide reports to field operations management on activity and results. Responsible for the hiring, training, development and performance management of staff.Major Job Duties And ResponsibilitiesActively 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 technical support and direction to staff 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 regarding new or existing technologies, company Technical Quality Assurance (TQA) 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 field operations 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.Establishes positive employee relations through effective communication and ongoing support.Develops an effective frontline Leadership team and assists them with developing their direct reports as to drive a high performance culture and environment.Adhere to industry specific local, state, and federal regulations, as applicable.Know, understand and follow company policy.Perform other duties as requested by manager.Required QualificationsRequired Skills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishAdvanced understanding of the TCP/IP stack and associated abstraction layersAdvanced knowledge of network designs, network architectures, and network topologiesAbility to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipmentAbility to accurately measure distances, using tapes or other measuring devicesAbility to differentiate between different sizes and colors of wiresAbility to operate a bucket truck and test equipment, required to perform job dutiesAbility to operate appropriate computer or test equipment associated with positionAbility to work with small components and wires to make cable connectionsAbility to splice coaxial cableAbility to use handheld communication devices and applicationsAbility to handle multiple projects and tasksAbility to maintain confidentialityAbility to prioritize and organize effectivelyAbility to supervise and motivate othersAbility to use personal computer and software applicationsAdvanced knowledge of company products and servicesAdvanced knowledge and understanding of the testing and reporting of technical proofs of performanceAdvanced knowledge of construction practices and specificationsAdvanced knowledge of Headend operation & standardsAdvanced knowledge and ability of Installation/Service requirements both as it relates to policies& proceduresKnowledge of the capital and operating budget processDemonstrated effective leadership skillsKnowledge of Microsoft OfficeValid driver's license with satisfactory driving record within Company required standardsRequired EducationBachelor's degree in electronics or related field, or equivalent work experienceIndustry and vendor specific certifications and training (NCTI, SCTE, BCT/E)Required Related Work Experience and Number of YearsTechnical supervisory experience or equivalent work experience - 5Working ConditionsMajority 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.Physical And Mental RequirementsPhysical RequirementsAbility 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 neededAbility to work while standing 50 - 70% of the timeAbility to make cable connections in tight spaces by bending, reaching, twistingAbility to perform job from high places (i.e. poles and roofs)Ability to use the following hand tools electric drills, hammers, wrenches, screwdriversAbility to walk over all types of terrain in all kinds of weather while carrying tools and equipment, including gaffs, ladders, and fully loaded tool belts