Field Services Center Manager

The Field Operations (FOps) team is responsible for installing, maintaining and repairing residential and small business services. The Field Services Center Manager will coach and assist staff to develop expertise in the dispatch support of installation, maintenance & repair of network infrastructure. Primary responsibilities will require a deep comprehension of how to diagnose and resolve all service issues from the central office, remote terminal or hut location to the customer’s premise equipment. Eg. Impairments to/with all connections, drop cabling, network interface units, patch panels, media cabinets, ONTs, inside wiring (fiber, ethernet , including backup powering, UPS, etc.), media gateways, modems, routers, switches, OSP Cabling, active electronics (including CWDM and DWDM applications). Candidates shall be willing to work a minimum of 40 plus hours per week, and must have the ability to work non-standard working hours including nights, weekends, holidays, and differing work rotations/shifts.

• Lead a team of technicians and oversee all field services center activities to include: planning, scheduling and coordination of Field Ops resources (construction, installation, repair and maintenance).
• Provide coaching on and enforcement of quality work, identify opportunities for improvement and proactively offer suggested solutions, and define plans for team/individual development.
• A domain expert proficient in dispatch operations for install, repair, and maintenance .
• Highly proficient with the installation and test of Ethernet jacks, making cross connects in telecom spaces (MDF, IDF, HDF) working with fiber optic cables, installing radio mounts, tuning microwave point-to-point radios and performing installation/construction duties, maintenance and troubleshooting.
• Navigate complex customer interactions with exceptional client service, professionalism, and thoroughness.

• 3 years in a supervisory position or similar experience in the telecommunication industry.
• 5 year experience in FTTH/GPON/XGS network construction and/or large scale fiber network deployments.
• 5 years of experience managing diverse relationships with contractors and suppliers.
• Experience articulating complex topics to all audiences; strong collaborator with internal and external stakeholders.
• Ability to work non-standard working hours including nights, weekends, holidays, and differing work rotations/shifts.

• Ability to operate Google Workspace, Oracle Field Services Cloud (OFSC), and Salesforce applications.
• 3 years of experience in fiber splicing for both termination and midspan use cases, OTDR and Power Meter fiber optic testing.
• 3 years of experience with fiber to the B2B/Enterprise level fiber network construction/operations.
• Extensive experience troubleshooting Ethernet network issues related to routers, switches and hubs.
• Experience with rack and stack work, assembling server stanchions, telemetry closet work (MPOE, DMARC, etc.), and patch panels.