Director of Field Operations – Reading, PA

The Director of Field Operations oversees the daily business activities, works to improve overall business functions across all divisions, trains management personnel, manages budgets, helps develop strategic plans, creates and enforces policies as well as communicates business goals while driving company culture. The Director of Field Operations reports to the Chief Engineering and Operations Officer and is responsible for all field technicians as well as any first-line supervisors. The position oversees the productivity and efficiency of the entire assigned team and ensures that the company’s customer service and team performance expectations are met through strong leadership.
This position requires an individual with strong business acumen, and resource and time management skills as well as well-developed employee management and leadership proficiencies. This position is responsible for hiring, training, and overseeing field technicians (full-time and contract), supervising them on-site and directing their operations while they are in the field. Other duties include assigning staff members territories, schedules, and appropriate supplies and equipment as well as traveling to sites, evaluating field technicians, and providing necessary feedback and training to improve the customer experience.
They submit regular updates to the executive team and provide training programs to field representatives to perform their duties effectively. They maintain field rules and responsibilities, ensure representatives adhere to the rules, and respond to on-call tasks.

 

Duties & Responsibilities

  • Oversee daily operations and provide guidance and leadership to management and their respective teams to uphold efficiency, productivity, and company morale
  • Provide training to management and other staff as deemed necessary
  • Evaluate team member performance on a regular basis and provide strategies specific to each employee based on performance metrics
  • Oversee and facilitate the recruitment, selection, orienting, training, coaching, and counseling of new employees as required based on business growth and company needs
  • Understand, follow, and uphold all safety expectations ensuring all staff follow health and safety guidelines
  • Attend to internal and external customer issues and inquiries handling matters with care and diligence upholding our company’s core values and customer service expectations
  • Analyze daily operational costs including payroll, overtime, fuel usage, tolls, and material consumption to determine opportunities for improvements as well as verify there are no discrepancies or outstanding variances in budgeted values
  • Maintain quality of service by establishing and enforcing organizational standards
  • Develop strategic plans and objectives by evaluating available data; present analysis and make recommendations for business operational and financial advancement
  • Work with upper management to develop and maintain budgets and optimize expenditures
  • Assign duties, responsibilities, and scope of authority to the lead technicians
  • Actively contribute to enhancement planning efforts for the team, district, and regional levels
  • Maintain costs to meet overall budget and business objectives
  • Coordinate and communicate closely with management and tier 1 support during all unplanned outages
  • Complete, maintain and process pertinent paperwork and records
  • Have strong customer service skills and staff management experience

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Qualifications

  • Excellent written communication and technical writing skills
  • Excellent relationship management skills, with a strong work ethic and integrity
  • Ability to work under pressure and meet deadlines and be willing to work overtime as time-sensitive projects dictate
  • Must have a positive attitude
  • Experience with FTTx network and infrastructure technologies
  • Demonstrated experience managing a team of field technicians
  • Experience with collaboration and critical thinking exercises
  • Demonstrated time-management and dexterity
  • Comfortable processing terminations and providing technical assistance
  • Regular, consistent, and punctual attendance with the ability to work nights and weekends as company needs require
  • A valid driver’s license with a satisfactory driving record that falls within company requirements
  • Must be able to travel to and from all company territories and facilities, including during inclement weather
  • Ability to physically stand, bend, squat, and lift up to 50 pounds
  • Ability to work extended hours as needed to meet business needs and deadlines

Please note the required qualifications are not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Education & Experience

  • Bachelor’s degree in Business Management, Engineering, or equivalent combination of experience, education, and training
  • Minimum of 3 years of FTTH and GPON field management experience
  • Experience with fiber monitoring test equipment is a plus