Service Operations Leader

2 weeks ago

Chesapeake, Virginia, United States DISH Network L.L.C Full time

Company Overview

DISH Network L.L.C, a subsidiary of EchoStar, has been at the forefront of connectivity innovation for over four decades. Our extensive portfolio includes satellite television, live streaming, on-demand content, smart home services, mobile solutions, and the development of America’s First Smart Network.

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 a vast network of technicians across nearly 100 locations nationwide. We are dedicated to fostering a collaborative environment that empowers our employees to effectively manage inventory, fleet operations, and performance metrics. The In-Home Services team is essential in connecting our customers with top-tier products and services.

Role Responsibilities

The Service Operations Leader is tasked with providing strategic direction and leadership to the Field Service Technician team, ensuring exceptional customer satisfaction. We seek a leader who possesses strong problem-solving skills, outstanding interpersonal abilities, and a commitment to customer service excellence.

As a Service Operations Leader, your responsibilities will include:

  • Guiding and mentoring new team members through comprehensive training and ongoing development.
  • Exemplifying and coaching behaviors that promote high-quality customer service.
  • Training current technicians on evolving processes, procedures, and technologies.
  • Conducting on-site evaluations to assess and coach team members on service quality and safety compliance.
  • Enhancing team and individual performance through hands-on collaboration with technicians.
  • Overseeing fleet management processes, including vehicle maintenance and upkeep.
  • Addressing escalated customer and employee concerns effectively.

Qualifications and Skills

To excel as a Service Operations Leader, you must demonstrate the ability to inspire and motivate a diverse team toward shared objectives. We are looking for a candidate with:

  • Excellent communication skills and an energetic leadership style.
  • Strong problem-solving capabilities and effective conflict resolution skills.

Education and Experience

A high school diploma is required; a college degree is preferred but not mandatory. A proven track record in leading, developing, mentoring, and coaching teams is essential.

Skills and Competencies

  • Ability to interpret safety regulations, operational guidelines, and maintenance instructions.
  • Capability to gain a comprehensive understanding of the processes and responsibilities of direct reports.
  • Proficiency in report writing and correspondence.
  • Exceptional 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.
  • Willingness to work flexible hours, including weekends.

Compensation and Benefits

The compensation range for this position is $63,150.00 to $75,000.00 annually. We offer a comprehensive benefits package that includes health perks, flexible spending accounts, a 401(k) plan with company matching, employee stock purchase plans, career advancement opportunities, and a flexible time-off policy.

At DISH, we are committed to fostering a diverse workforce and promoting talent from within. We are an Equal Employment Opportunity Employer, and all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

We strive to provide reasonable accommodations for qualified applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the company.

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