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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 extensive portfolio includes satellite television, live streaming, on-demand content, smart home installations, mobile services, and the development of 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 leading field operations and managing thousands of technicians across nearly 100 locations nationwide. Our focus is on fostering a collaborative environment where employees manage inventory, fleet operations, and performance metrics. IHS is pivotal in connecting our customers with premier products and services.


Key Responsibilities

The Field Service Manager is tasked with providing leadership and guiding the overall direction of the Field Service Technician team to achieve 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 directing, mentoring, and developing technicians to cultivate a high-performing team dedicated to delivering outstanding customer service. This rewarding role offers a competitive starting salary along with the potential for substantial bonuses based on team performance. Additional benefits include complimentary DISH programming, paid training, and significant opportunities for career advancement.

Primary Duties:

  • Facilitating training and development for new employees
  • Modeling and coaching behaviors that promote quality customer service
  • Training current Installers/Technicians on updated 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 issues from customers and employees

Qualifications and Skills

Essential Skills:

  • Proven ability to lead, develop, mentor, and coach teams
  • Competence in interpreting safety regulations, operational guidelines, and procedural manuals
  • Capability to gain a comprehensive understanding of processes and responsibilities of direct reports
  • Strong writing skills for reports and correspondence
  • Excellent 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, adhering to weight restrictions
  • 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 provide a comprehensive benefits package that includes 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. For more details, please refer to DISH Benefits.

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.