Manager, Field Operations – Central PA

Why Work for FastBridge Fiber?

We’re new. We’re fresh. We’re building our company and our network from the ground up, and you can be part of our very first team. With such rapid growth comes many opportunities for advancement, especially for those superstars who join us at this stage.

We’re curating a passionate, smart, and agile team. We look for ways to simplify things while exceeding our goals, and together we are building a company that we will continue to enjoy working for. Collaboration is a way of life for us, and we can’t wait to see what you bring to the team!

To top it off, we offer a competitive total compensation package, including health, dental and vision benefits, and more.

The Manager – 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, and creates and enforces policies as well as communications business goals while driving the company culture. This position reports to the Chief Customer Officer and is responsible for all field technicians, contractors, and 3rd party install companies. 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 solid leadership.

We’re seeking a resourceful individual with excellent time management skills and 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 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 and ensure representatives adhere to the rules and respond to on-call tasks.

Duties & Responsibilities

Oversees daily operations and provides 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 regularly and provide strategies specific to each employee based on performance metrics
Oversees and facilitates the recruitment, selection, orienting, training, coaching, and counseling of new employees as required based on business growth and company needs
Understands, follows, and upholds all safety expectations ensuring all staff members follow health and safety guidelines
Attends to internal and external customer issues and inquiries, handling matters with care and diligence and upholding core company values and customer service expectations
Analyzes daily operational costs, including payroll, overtime, fuel usage, tolls, and material consumption, to determine opportunities for improvements and verify there are no discrepancies or outstanding variances in budgeted values
Maintains quality of service by establishing and enforcing organizational standards
Develops strategic plans and objectives by evaluating available data; presents analysis and makes recommendations for business operational and financial advancement
Works 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
Completes, maintains, and processes pertinent paperwork and records

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 high level of integrity
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
Strong customer service skills and staff management experience
Comfortable processing terminations and providing technical assistance
History of regular, consistent, and punctual attendance
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, and squat, and to lift up to 50 pounds
Ability to work extended hours, which may include nights and weekends, 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 or Engineering, or an equivalent combination of experience, education, and training required
Minimum of 3 years of FTTH and GPON field management experience
Experience with fiber monitoring test equipment is a plus