Telecom Installation Manager – Central Florida Area

Job Details:

The Installation Manager provides both leadership and direction to all field service managers and technicians to ensure that all jobs and tasks are completed to satisfaction within their specific assigned territory. The Installation Manager is responsible for all daily field activities and system performance and works cross-departmentally to ensure all daily tasks are completed on time and properly. The individual makes certain that all field technicians and managers are providing the level of service expected by both the company and customers. The IM is responsible for the daily functions of all field personnel including technicians and managers.

The Installation Manager must have strong interpersonal skills, be customer service oriented, have effective conflict resolution skills, strong communication abilities and possess significant problem-solving competencies. As the leader of a group of technically trained managers and technicians that are responsible for overall system performance and more importantly the customer experience, this individual must possess excellent communication skills, both written and verbal. The individual must also have a thorough understanding of RF transport, satellite communications, headend technologies and all pertinent software such as MS Excel, MS Word, MS Outlook and VISIO.

Specific Job Duties:

Manages direct reports daily to make sure that protocols are being met as well as managing technician hours in accordance with company policies.

Works with field managers to ensure that team members are working efficiently and that all hours are accounted for accordingly providing detailed reports for all overtime hours incurred during a pay period.

Performs quarterly reviews on direct reports to evaluate team and individual training requirements and potential promotions and/or moves.

Evaluates team members and works with Director of Field Operations to recruit, select, trains and develop new personnel for the Field Service department.

Works with and performs various project management duties on all active projects coordinating resources and providing technical support to ensure the project is completed in a timely and professional manner.

Reviews and assess department work orders daily evaluating trends and works in concert with Dispatch and field managers to remedy any and all issues as they arise.

Working with Dispatch provides weekly status updates on system performance by providing documentation supporting service tickets for the week and system RF data at specified locations.

Delivers weekly reports supporting all field activities including project updates, system performance metrics, successful deployments/jobs, current and potential future issues as well as workable solutions and ideas.

Handles escalated system and specific customer issues directly with field service team and property management and/or customer as needed.

Works in the field to support field management and technicians as needed to complete all projects in a timely manner.

Ensures company policies and procedures are being met by regular QA site inspections as well as employee field evaluations.

Works with Director of Field Operations to develop more effective methodologies as they relate to technician performance and day to day processes.

Ensures that all company safety policies and procedures are adhered to and that all employees are aware of infractions and that they have what is needed to perform the job at a safe level.

Reviews and processes technician payroll documentation including weekly expenses, hours and PTO requests. Provides all data to Director of Field Operations for final approval and submission.

Assists in the design of both coaxial and FTTx systems utilizing available tools and knowledge.

Drives customer service metrics and satisfaction through utilization of call center survey information as well as work ticket comments.

Addresses any and all concerns within in a timely manner directly with customer or appropriate entity.

Address’ escalated employee issues in a professional and timely manner. Able to defuse volatile situations professionally and with positive results.

Minimum Job Requirements:

Must be able to perform all duties of the Broadband Technician I, Broadband Technician II and Field Service Manager roles.

Minimum two-year college degree as well as a minimum of five years of experience in the cableand/or satellite installation industry. Previous proven management experience required.

Established thorough understanding of RF transport systems, headend technologies and satellite communications. Fiber and PON deployment background required.

A strong competency in leading, developing, mentoring, and coaching.

Ability to read and interpret safety rules, operating and maintenance instructions, cable plant maps and schematics as well as procedure manuals. Ability to obtain an elevated understanding of processes, procedures and responsibilities performed by direct reports.

Ability to write reports and correspondence. Excellent presentation, facilitation and communication skills.

Willingness to work flexible hours, including weekends and a rotating on call schedule as

needed to support business needs.