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Service Operations Manager

2 months ago

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

DISH, a subsidiary of EchoStar, has been transforming the landscape of connectivity for over four decades. Our services encompass satellite television, live streaming, on-demand content, smart home installations, mobile offerings, and the development of America's First Smart NetworkTM.

Our portfolio includes renowned brands such as EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile, and GenMobile.


Department Overview

The In-Home Services division oversees all field operations, managing thousands of technicians across nearly 100 locations nationwide. This department is dedicated to fostering a collaborative environment, ensuring efficient management of inventory, fleet, and performance. IHS plays a crucial role in connecting customers with the best products and services in the industry.


Key Responsibilities

The Field Service Manager is responsible for providing leadership and overseeing the overall direction of the Field Service Technician team, aiming for complete customer satisfaction. We seek a leader with exceptional problem-solving skills, strong interpersonal abilities, and a commitment to customer service excellence.

As a Field Service Manager, your responsibilities will include:

  • Guiding new employees through training and ongoing development
  • Exemplifying and instructing behaviors that promote high-quality customer service
  • Training current Installers/Technicians on evolving processes, procedures, and technologies
  • Conducting on-site evaluations to mentor 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
  • Addressing escalated customer and employee concerns

Qualifications and Skills

Essential Skills:

  • Proven ability to lead, develop, mentor, and coach team members
  • Competence in interpreting safety regulations, operational guidelines, and procedural manuals
  • Capacity to gain a comprehensive understanding of the responsibilities and processes managed by direct reports
  • Proficient in writing reports and formal correspondence
  • Outstanding presentation, facilitation, and communication skills
  • Physical ability to frequently lift and/or move up to 75 pounds, work in confined spaces, and operate a vehicle safely
  • Capability to safely climb a 40-foot ladder, adhering to weight limits for both personnel and equipment
  • Willingness to work flexible hours, including 45+ hours per week and weekends

Compensation and Benefits

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

We offer a comprehensive benefits package, including flexible spending accounts, health savings accounts, a 401(k) plan with company matching, employee stock purchase plans, career advancement opportunities, and a flexible time-off policy. For a complete overview of our benefits, please refer to DISH Benefits.

Note: The salary range provided is a guideline. Actual compensation may vary based on qualifications, skill level, and competencies, and is influenced by the role's location. Candidates must successfully complete a pre-employment screening, which may include a drug test and DMV check.