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Field Operations Manager - Fiber

Waynesboro - area, VA · Telecommunications

Manager, Field Ops Center - Fiber

Waynesboro, VA 22980, USA Req #1193
 Thursday, November 21, 2019
Shentel (NASDAQ: SHEN) is a regional telecommunications company successfully providing a broad range of telecommunication solutions for over 110 years.  Shentel is committed to enriching the lives of the customers we serve with the highest quality telecommunication services by making major investments in technology easy.  It is our vision to provide rural communities with access to the same level of telecommunications services as those found anywhere else in the US.  With operations in multiple states, we provide our customers with wireline and wireless telephone, Cable TV, and internet.  In addition Shentel is proud to be an affiliate of Sprint.  We own and operate the more than 1000 towers that support our wireless network and employ the teams who work in our 48 Sprint stores, provide customer service, and operate the wireless network.  We are looking for dedicated people with professional attitudes who take pride in providing superior customer service, closing sales and driving success of all of the facets of our business.  We're Shentel.  Always connected to you.  Shentel is an Equal Opportunity Employer and a Drug-Free Workplace. 
Are you ready to move your career forward at the speed of light?  Glo Fiber isn’t just a new internet service provider, it’s internet at the speed of light.  Glo Fiber is looking for new employees who want a new company experience, matched with the stability and benefits of a publicly traded company with over 1M customers.  We are interviewing technicians, installers, retail sales representatives and other key positions in preparation for new market launches very soon.  Get in on the ground floor and apply to be a part of our Glo Fiber family today!

Job Summary:
Responsible for providing overall leadership and guidance to Workforce Management team to ensure on-time service delivery for all customers. Supports field technician productivity goals by providing appointment and escalation management to support the overall customer experience. Responsible for building technician quota, assigning jobs, monitoring on-time arrival (OTA), increasing efficiency, evaluating and reporting KPI data, and ensuring customer commitments are being met. Provides detailed and timely internal communication regarding resource availability and scheduling challenges. Oversees, develops, motivates and coaches team of exempt ad non-exempt employees to ensure they achieve excellent results.
Qualification Requirements:
a. Education: Bachelor's degree in IT, business, engineering, management, or related field is desired, candidates with significant industry experience will be considered.
b. Experience:
    i. 10 or more years’ experience in the telecommunications industry is required.
    ii. 5 or more years of management experience. c. CATV, Fiber, telephony and Internet support and/or operations experience required.
d. Skills Summary:
    i. Detail oriented and strong organizational skills. Ability to multitask and manage multiple projects simultaneously.
    ii. Ability to communicate effectively with, and make presentations to, management, employees, customers, and contractors.
    iii. Project management related to scheduling and management of critical resources
a. Fiber Optical Networks (OSP, FTTx, RFoG, ONT, xPON, CPE)
b. Telephone Networks (OSP, DSLAM, VoIP, NGDLC, CPE)
c. Broadband Cable Networks (OSP, HFC, RFoG, Digital Video, Headend, DOCSIS 3.x, CPE)
d. Workforce scheduling, trouble ticketing, order processing systems and best practices.

Shentel is an Equal Opportunity Employer and a Drug-Free Workplace.  Click to review our Privacy Policy.

Shentel will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please email employment@emp.shentel.com and provide your name and contact information.

TekCom Resources, Inc. is proud to be an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit and business need. We are compliant with the Fair Chance Ordinance as applicable, and will consider all qualified applications for employment.

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