Service Operations Manager

2 weeks ago

Hickory, North Carolina, United States DISH Full time
Job OverviewCompany Overview

DISH, a subsidiary of EchoStar, has been innovating in the connectivity sector for over four decades. Our extensive portfolio includes satellite television, live streaming, on-demand content, smart home services, and mobile solutions, as we strive to establish America's First Smart NetworkTM.

Our brands encompass EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile, and GenMobile.


Department Overview

The In-Home Services division is responsible for overseeing field operations and managing thousands of technicians across nearly 100 locations nationwide. Our commitment is to foster a collaborative workforce that effectively manages inventory, fleet operations, and performance metrics. The IHS team is essential in connecting customers with top-tier products and services offered by DISH.


Key Responsibilities

The Field Service Manager plays a crucial role in leading and guiding the Field Service Technician team to achieve complete customer satisfaction. We seek a leader with exceptional problem-solving skills, strong interpersonal abilities, and a focus on customer service excellence.

As a Field Service Manager, your responsibilities will include directing, mentoring, and developing technicians to cultivate a high-performing team dedicated to delivering outstanding customer service. This rewarding position offers a competitive salary along with opportunities for performance-based bonuses. Additional benefits include complimentary DISH programming, comprehensive training, and significant career advancement prospects.

Essential Duties:

  • Facilitating training and ongoing development for new employees
  • Exemplifying and instructing behaviors that promote high-quality customer service
  • Educating current Installers/Technicians on updated processes, procedures, and technologies
  • Conducting on-site evaluations to assess and guide team members on service quality and safety compliance
  • Enhancing team and individual performance through hands-on collaboration with technicians
  • Overseeing fleet management tasks, including vehicle maintenance
  • Resolving escalated customer and employee concerns

Qualifications and Skills

Required Skills:

  • Proven experience in leadership, development, mentoring, and coaching
  • Ability to interpret safety regulations, operational guidelines, and procedural manuals
  • Capability to gain a comprehensive understanding of the processes and responsibilities of direct reports
  • Proficient in report writing and professional correspondence
  • Strong presentation, facilitation, and communication skills
  • Physical ability to lift and/or move up to 75 pounds, work in confined spaces, and operate a vehicle safely
  • Ability to safely climb a 40-foot ladder, ensuring compliance with weight restrictions
  • Willingness to work flexible hours, including a minimum of 45 hours per week, with potential weekend shifts

Compensation and Benefits

Salary Range: $63,150.00 - $75,000.00 per year
Benefits:

We provide a range of health benefits, including flexible spending accounts, health savings accounts, a 401(k) plan with company matching, employee stock purchase plans, career development opportunities, and a flexible time-off policy. Detailed benefits can be reviewed on the DISH Benefits page.

The salary range presented serves as a guideline. Actual compensation may vary based on qualifications, skill level, and competencies, as well as the job's location. Candidates must successfully complete a pre-employment screening, which may include a drug test and DMV check.

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