Manager, Field Operations

Summary

The Field Operations Manager is responsible for the oversight, development and growth of the Field Operations and the Inventory Management functions at Allied Telecom. The Field Operations Manager is responsible for managing the duties, work quality and schedule of team of field technicians. In addition, the Manager will provide training, reporting and management of performance metrics, workload planning, analyzing, and general administrative duties to ensure team members work safely, effectively and efficiently. This position requires demonstrated leadership ability, analytical aptitude, communication skills, planning/organizational capabilities, and team-building skills.

Personnel

• Maintain partnership with collateral departments (Service Delivery, Sales, NOC)
• Conduct weekly team meetings to review dispatches for previous week and weekly demand signals
• Manage/mentor a team of field technician and dispatch coordinator
• Establish regular cross training opportunities for team on best practices and lessons learned
• Establish training and development plans for staff
• Review and approve weekly timesheets, dispatch logs, expense reports and overtime

Operational

• Maintain situational awareness of all dispatches, staff, schedule, inventory and capacity for the Field Operations Team
• Determine and maintain consumable and CPE stock levels for field service vehicles
• Develop and refine the Inventory Management process and associated activities and tasks
• Manage vehicle maintenance and inspections
• Develop standard dispatch reports and metrics to forecast resource allocation, scheduling and quality
• Develop and manage to SLAs and KPI’s for the Field Operations and Inventory Management functions
• Report and analyze KPI’s/SLAS on ad-hoc, weekly, monthly and as needed
• Develop strategies for continuous improvement
• Identify opportunities for increased efficiency
• Determine information required for dispatch requests based on dispatch type
• Responsible for all central office/POP maintenance, deployments, and infrastructure augments
• Develop standard checklists for routine POP and CO maintenance
• Work with NOC to develop and update maintenance procedures
• Serve as escalation point for issues in the field before or after business hours both internal and external
• Properly allocate resources based on changing priorities
• Create standard escalation paths both internal and vendor for technicians in the field
• Develop, maintain and manage to a role-specific safety plan for the Field Operations function
• Develop training program to increase technician capability including new hire training
• Develop process to ensure test and turn-up procedures are properly documented by technician
• Establish relationships with third-party vendors to augment staff based on workload, or geographical region

Administrative

• Create operational dashboards, reports and other visual and quantitative management tools to track KPI metrics
• Report and analyze KPIs/SLAs on ad-hoc, weekly, monthly and as needed
• Identify and ensure provision of training opportunities and staff development plans
• Lead reviews of issues to identify deficiencies and foster continual improvement in field operations and inventory management
• Maintain current vendor escalation/contact lists.
• Review and approve weekly timesheets, dispatch logs, overtime, and expense reports.
• Review and maintain inventory reporting

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