Field Service Manager
10 hours ago
Gateway Fiber is a leading provider of fiber-to-the-home services, seeking an experienced Field Service Manager to lead our customer premise installation experience. As a Field Service Manager, you will be responsible for leading a team of Fiber Optic Installation Technicians, ensuring safe work practices, customer satisfaction, and adherence to quality standards.
Key Responsibilities
• Lead a team of Fiber Optic Installation Technicians in a culture of safe work, customer experience, technical craftsmanship, and quality standards.
• Ensure quality control checks are completed to Gateway Fiber's standards.
• Perform and record field safety observations in accordance with Gateway Fiber's standards.
• Provide support and direction for Fiber Optic Installation Technicians.
• Resolve and proactively prevent customer and technical escalations.
• Establish positive employee relations through effective individual and team communication.
• Regularly observe and mentor employees regarding safe work behaviors, quality, productivity, customer service skills, and general well-being.
• Ensure Fiber Optic Installation Technicians have and maintain necessary company-issued tools, equipment, and vehicles.
• Facilitate cross-functional communications and cooperation with internal departments and external service providers.
• Instill knowledge of company products, services, and general work expectations.
• Maintain records and documents in accordance with company policies and procedures.
Requirements
• Advanced understanding of TCP/IP.
• Advanced knowledge of network designs, network architectures, and network technologies.
• 3+ years as a Fiber Optic Installation Technician and experience managing teams.
• Associates degree in electronics or similar field, or equivalent work experience preferred.
• Supervisory experience in a technical environment preferred.
• Data analytics and reporting capabilities.
• Ability to walk over all types of terrain in all kinds of weather carrying assorted tools.
• Ability to work standing 45-65% of the time.
• Ability to work with various hand tools, battery-powered, and non-battery-powered.
• Ability to differentiate between different sizes and colors of wires.
• Excellent verbal and written communication skills.
• Complex problem-solving skills.
• Good organizational skills.
• Ability to multi-task.
• Strong follow-up skills, accuracy, and attention to detail.
• Proficiency in MS Office (Word, Excel, Outlook).
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