Service Operations Leader

2 weeks ago


Hickory North Carolina, United States DISH Full time

Company Overview:
DISH, a subsidiary of EchoStar, has been transforming the landscape of connectivity for over four decades.

Our extensive portfolio includes satellite television services, live streaming, on-demand content, smart home installations, mobile offerings, and we are currently developing America's First Smart NetworkTM.

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

Department Overview:


The In-Home Services team spearheads all field operations, overseeing thousands of technicians across nearly 100 locations nationwide.

We are committed to fostering a collaborative and dedicated workforce that manages inventory, fleet operations, and performance metrics - IHS is the pivotal force that connects our clients with the finest products and services in the industry.


Key Responsibilities:


The Service Operations Leader provides strategic direction and leadership to the Field Service Technician team, ensuring complete customer satisfaction.

We seek a leader with exceptional problem-solving skills, outstanding interpersonal abilities, and a strong focus on customer service.


As a Service Operations Leader, you will be tasked with guiding, mentoring, and developing technicians to cultivate a high-performing team that delivers unparalleled customer service.

This fulfilling role offers a competitive starting salary along with the potential for substantial bonuses based on team performance. We provide complimentary DISH programming, comprehensive training, and remarkable opportunities for career advancement.

Core Duties:
Facilitating training and ongoing development for new employees

Exemplifying and instructing behaviors that guarantee exceptional customer service

Educating current Installers/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 care

Addressing escalated customer and employee concerns

Qualifications:

Skills and Competencies:
Proven ability to lead, develop, mentor, and coach teams

Capability to interpret safety regulations, operational guidelines, and procedural manuals

Ability to gain a comprehensive understanding of processes and responsibilities performed by direct reports

Proficient in report writing and correspondence

Exceptional presentation, facilitation, and communication skills

Physical capability to frequently lift and/or move up to 75 pounds, work in confined spaces and various climates, and operate a motor vehicle safely

Ability to safely climb a 40-foot ladder, ensuring that the combined weight of the employee and any tools or equipment does not exceed safety limits

Willingness to work flexible hours, including 45+ hours per week, and weekends

Benefits:
We offer a range of health benefits, including flexible spending accounts, HSA, a 401(k) plan with company matching, ESPP, career development opportunities, and a flexible time-off policy; all benefits can be reviewed in detail.

The base salary range provided is a guideline.

Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is influenced by the role's location and may change based on work location.

Candidates must successfully complete a pre-employment screening, which may include a drug test and DMV check.

Salary Range:
USD $(phone number removed) - $(phone number removed) / Year

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