Field Service Manager

The Field Service Manager is expected to contribute in the following significant ways:

• Lead Gateway’s Fiber Optic Installation team culture of safe-work, customer experience, technical craftmanship, and adherence to quality standards.
• Ensure quality control checks are completed to Gateway’s standards.
• Perform and record field safety observations in accordance with Gateway’s standards.
• Provide support and direction for Fiber Optic Installation Technician team.
• Resolve and proactively prevent customer and technical escalations.
• Establish positive employee relations through effective individual and team communication.
• Regularly observe and mentor employees regarding safe-work behaviors, quality, productivity, customer service skills, and general well-being.
• Ensures Fiber Optic Installation Technicians have and maintain necessary company issued tools, equipment, and vehicles.
• Facilitates cross-functional communications and cooperation with internal departments and external service providers.
• Instill knowledge of company products, services, and general work expectations.
• Maintains records and documents in accordance with company policies and procedures.

• Advanced understanding of TCP/IP.
• Advanced knowledge of network designs, network architectures, and network technologies.
• 3+ years as a Fiber Optic Installation Technician and experience managing teams.
• Associates degree in electronics or similar field, or equivalent work experience preferred.
• Supervisory experience in a technical environment preferred.
• Data analytics and reporting capabilities.
• Ability to walk over all types of terrain in all kinds of weather carrying assorted tools.
• Ability to work standing 45-65% of the time.
• Ability to work with various hand tools, battery powered, and non-battery powered.
• Ability to differentiate between different sizes and colors of wires.
• Excellent verbal and written communication skills.
• Complex problem-solving skills.
• Good organizational skills.
• Ability to multi-task.
• Strong follow-up skills, accuracy, and attention to detail.
• Proficiency (MS Office-Word, Excel, Outlook).