Job Summary:
This position will be an integral part of the success of our entry into the Baltimore market and be solely responsible for establishing a new field operations function to support the delivery of our best-in-class fiber-optic internet services, both commercial and residential. This newly created leadership role will have responsibility for building out and managing a local team of field technicians from the ground up. This role will oversee day-to-day field operations, with a strong focus on safety, quality, workforce performance, and customer service. The position requires a hands-on leader that can work cross functionally and execute while building out and setting the foundation for operational excellence and consistent, high-quality customer experience.
Essential Functions:
- Build out a team in cadence with customer growth developing standards to drive improvements and exceed goals for on time installations and preventative maintenance work exceeding customers’ expectations.
- Support recruitment efforts / workforce development initiatives in the Baltimore area, develop and facilitate training that supports the build out and development of team.
- Function in a hands-on capacity as needed to support the business and drive customer growth.
- Set and manage key performance indicators to effectively manage the workload of team members as well as performance.
- Develop and manage scheduling of team to accommodate increased customer demands.
- Support team to effectively deliver premiere customer communications throughout install and maintenance processes, act as escalation point as necessary.
- Work in collaboration with internal workgroups?to manage and resolve client issues including workforce planning.
- Manage field technician inventory needs.
- Participate in development and implementation of software enhancements.
- Proactive action to ensure on-time completion of even in event of poor weather, project delays, or emergencies; including working alongside and directly assisting technicians.
- Coordinate activities and joint efforts with third party contractors.
- Responsible for workforce compliance with all safety regulations.
Knowledge, Skills and Abilities Required:
- Fleet management knowledge to include motor vehicle regulations, fleet sustainability, monitoring & GPS tracking, utilization controls, and accident reporting.?
- Experience in administering processes and policies as they relate to safety, attendance, performance work rules and code of conduct.?
- Ability to analyze data to make decisions regarding workforce planning and productivity.?
- Active listening skills, with an ability to ask great questions, gather information from stakeholders, understand their stated and unstated technical and business needs, then plan and execute solutions to address those needs.?
- Experience providing training, feedback and motivation to employees.?
- Proven ability to manage multiple projects simultaneously, demands competing priorities, while making timely decisions.?
- Technical knowledge of PON networks, splicing, fiber mapping, aerial and subterrestrial fiber construction, and all associated troubleshooting.?
- Ability to travel within work geography, may require overnight travel.
Experience and Education:
- Supervisory experience in a field operations environment, preferably with 5+ years’ experience of installation and maintenance with fiber technology.?
- Ability to read a print and follow color coordinated routings.
- Bachelor’s degree preferred.
- This position requires driving a company vehicle, Valid driver’s license and satisfactory driving record.
Compensation:
Our job titles may span more than one career level. The annual pay range for this position is $85,000- $115,000. The actual salary offered may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on benefits offered, which include health, welfare, and retirement, are available at www.greenlightnetworks.com/careers/.