Manager Of Field Operations

IT'S NOT GOING OUT OF OUR WAY; IT IS OUR WAY!  
At United Communications, we seek excellence in everything we do. We make it our mission to think ahead, make it easy, and make it personal. Every time. We've had the home team advantage for over 75 years, and we're proud to serve the communities where we live, work, and play.

JOIN THE HOME TEAM

• Award-Winning Culture: 2023 Best Places to Work
• Trusted Local Employer for over 75 Years: 4.7 Google Star Rating
• Commitment to Employee Well-Being & Satisfaction: Employee-Focused Benefit Offerings
• Top 100 Fiber-To-The-Home Leader
• Competitive Compensation, PTO, Paid Holidays, and more!

WHAT WE'RE OFFERING
Deliver an amazing and painless customer experience by leading those responsible for the physical fiber and copper infrastructure. Work across all departments to identify and eliminate pain points for our customers. Drive world-class Net Promoter Scores. Direct the work of ten or more full-time employees or their equivalent. Position requires agility, drive, collaboration, leadership, organization, and good judgement. Our working environment is innovative and cohesive and requires positive team players.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Duties include the following, but other duties may be assigned as required.

• Oversee the selection, hiring, and career development of all field technicians.
• Help establish and maintain a standard for equipping technicians with tools and test equipment.
• Manage the company tools and test set inventory and quickly address 'loss' issues.
• Develop a training and skills development curriculum for both new hires and existing employee and maintain its currency.
• Manage workplace safety and provide safety training to employees as required.
• Manage both the productivity and quality of work down to the individual employee level.
• Assure that all technicians exhibit the United Core Values and deliver an excellent customer experience.
• Monitor quality control of installation work - conducts on-site QC surveys for compliance with United's field standards and tracks QC compliance of individual technicians as well as generating monthly compliance reports.
• Resolve customer complaints - investigates service and damage complaints and takes appropriate action to resolve the complaint.
• Develop and maintain a out-of-hours call out schedule.
• Provide support to Network Engineering with the planning and maintenance functions for hub sites.
• Assist with troubleshooting equipment failures and service affecting problems.
• Support Construction with repair and maintenance activities.
• Work with Construction to develop preventative maintenance routines to minimize potential outages.
• Provide leadership as needed with OSP repair and restoration activities.
• Review all underground plant locate requests and ensures accurate locating of subject facilities are completed timely.
• Ensure OSHA, NESC, NEC, and United safety regulations and precautions are followed for all work activities.
• Provide the leadership, policies, and systems necessary to encourage individual employee performance accountability for the following:
  • Manage personal and vehicle safety.
  • Provide productivity and work quality.
  • Maintain punctual attendance.
  • Manage vehicle inventory, tools, test set utilization.
• The associate may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws.
• Own the customer experience.

WHAT YOU BRING

• Proven telecommunications outside plant knowledge.
• Ten years of telecom experience with five years in a leadership role.
• Ability to utilize Microsoft Word, Excel, and PowerPoint.
• Experience in service-specific troubleshooting methods.
• Valid driver's license and acceptable driving record.
• Demonstrates high ethical standards, a strong work ethic with an emphasis on team commitment, showing respect for others, the ability to acknowledge and build on others' ideas, and support for group decisions.
• Highly organized with the ability to effectively manage multiple priorities.
• Comfortable managing through ambiguity.
• Strong critical thinking skills.
• Ability and interest to work in a dynamic and rapidly changing technology environment, effectively dealing with multiple projects, stress, conflict, coaching, and monitoring subordinates.
• Possess excellent verbal and written communication skills, including the ability to effectively articulate complex situations to colleagues and customers with varying degrees of technical knowledge.
• Ability to solve problems with patience and a positive approach.
• Responsible and self-motivated.
• Proficient at installation and repair procedures and documentation.
• Ability to operate motorized work equipment and office equipment, including personal computers, phone systems, software applications, hand tools, electric tools, and test sets.

WHO WE ARE
United launched high-quality telephone service for our rural Middle Tennessee communities in 1947 and has evolved into an innovative internet service provider for consumers and businesses. Boasting the fastest internet speeds in the region as recognized by Broadband Now, United also delivers personalized user experience with local customer service, ranking as one of the industry's best in customer satisfaction. United offers the latest technology in fiber optic, fixed wireless, and DSL internet, and was one of the first companies in Tennessee to introduce a Fiber-to-the-Home product to residential customers. United has partnered with Middle Tennessee Electric Membership Corporation to extend broadband to more residents and businesses in under-connected areas.

UNITED COMMUNICATION'S CORE VALUES:
We enrich our communities and the lives of our neighbors through reliable connections and passionate service.

• Safety - we assure the safety of everything we do.
• Service - we are responsive, informed, and easy to do business with.
• United - we communicate and collaborate.
• Integrity - we keep our promises and do the right thing even when no one is watching.
• Driven - we serve to win customers.