Associate Manager-Field Services

As Associate Manager- Field Services you will be responsible for providing functional leadership and direction to non-exempt Field Service roles, and external contractors (where applicable) in the assigned areas directly supporting capital projects, inside and outside plant maintenance, installation and repair of customer products and services. Strong focus on the team’s ability to provide premier customer service and technical expertise while exhibiting a high level of professionalism in all internal and external interactions. The position is responsible for achieving all key operating metrics to include customer facing metrics, capital targets, over time management, Quality Assurance program, Inventory Management, Technician development and operating budget adherence.

This position requires 24/7 availability, and in some markets leads a team scheduled to work 7 days per week. This position is responsible for management of front-line escalations from teams across TDS (Sales, Customer Repair, Network Engineering, NOC, Service Activation, WFM and other internal teams). This includes managing customer and community escalations in a professional manner.

Responsibilities also include local vendor selection and management of drop contractors, network maintenance vendors and facilities management (i.e., janitorial, snow clearing, lawn mowing, HVAC, generators, electrical, etc.).

Responsibilities:

• Direct activities and personnel necessary for the proper installation and repair of TDS products and Services to ensure customer expectations are met.
• Provide leadership to direct team and all other teams involved in Network growth, maintenance and customer service activities that creates and maintains a challenging and rewarding environment.
• Assist Network Services in the planning and execution of all capital projects to ensure are completed in a timely and cost-efficient manner.
• Ensure compliance with all TDS policies, processes and procedures.
• Maintain good working relationships with all adjacent teams.
• Ensure team maintains proper understanding of TDS’ goals and is coached through process improvements as those needs arise.
• Management point of contact for all TDS network equipment and customer related issues in specific market(s).

Qualifications:

• Bachelors degree (or higher) -OR- 4+ years professional work experience.
• Must have and maintain a valid driver’s license.
• 3+ years in the telecom industry.
• 2+ years’ experience in a supervisory role or equivalent leadership experience.

• Strong technical background a plus with a focus on delivering broadband based services with superior customer service.
• Demonstrated focus on employee safety.
• Must be able to coach a team of direct reports and team of contractors during emergency conditions such as network outages and cable breaks.
• Must be available to work off hours when situations dictate.
• Ability to manage multiple tasks while maintaining a positive attitude is a must.
• Excellent problem-solving skills, strong leadership ability and interpersonal skills a must.
• Must possess a sense of urgency and a “can-do” attitude.
• Customer Focus Management and/or Total Quality Management training will be considered a plus.
• Must enjoy working with people and team building (i.e. teaching, coaching).
• Computer proficiency required.
• Must be able to multi-task and maintain a sense of urgency related to each separate issue.
• Must be able to handle stressful network outages, and/or customer impacting situations in a calm manner.