Associate Manager-Field Services

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Job description

Overview As the Associate Manager-Field Services in Appleton, WI you will be responsible for providing functional leadership and direction to non-exempt Field Service roles, and external contractors (where applicable) in the assigned areas directly supporting capital projects, inside and outside plant maintenance, installation and repair of customer products and services. Strong focus on the team's ability to provide premier customer service and technical expertise while exhibiting a high level of professionalism in all internal and external interactions. The position is responsible for achieving all key operating metrics to include customer facing metrics, capital targets, over time management, Quality Assurance program, Inventory Management, Technician development and operating budget adherence. This position requires 24/7 availability, and in some markets leads a team scheduled to work 7 days per week. This position is responsible for management of front-line escalations from teams across TDS (Sales, Customer Repair, Network Engineering, NOC, Service Activation, WFMand other internal teams). This includes managing customer and community escalations in a professional manner.Responsibilities also include local vendor selection and management of drop contractors, network maintenance vendors and facilities management(i.e., janitorial, snow clearing, lawn mowing, HVAC, generators, electrical, etc.). The pay range listed for this position represents the low and high end of the base compensation range. The actual offer amount will carefully consider multiple factors, such as relevant skills, qualifications, work experience, location and/or competencies that align with the specified role. Certain positions are eligible for additional forms of compensation such as bonuses and equity awards. TDS Telecommunications LLC (TDS Metrocom/TDS) is a leading provider of fiber internet service. With more than 50 years of experience, the communications company is building and deploying new, fiber optic networks in neighborhoods across the country to deliver up to 8 Gigabit internet speeds to homes and up to 10 Gigabit internet speeds to businesses. In addition, TDS provides innovative TV entertainment and advanced phone services. Visit to learn more. TDS provides communications services to a mix of small to mid-sized urban, suburban and rural communities throughout the United States. The company employs more than 3,400 people nationwide and is a subsidiary of Telephone and Data Systems, Inc. (TDS Inc.) NYSE: TDS . Founded in 1969, Telephone and Data Systems provides wireless, broadband, video and voice; and hosted and managed services to approximately 6 million connections nationwide through its businesses: UScellular and TDS Telecom. Visit for more information. Responsibilities Direct activities and personnel necessary for the proper installation and repair of TDS products and Services to ensure customer expectations are met. Provide leadership to direct team and all other teams involved in Network growth, maintenance and customer service activities that creates and maintains a challenging and rewarding environment. Assist Network Services in the planning and execution of all capital projects to ensure are completed in a timely and cost-efficient manner. Ensure compliance with all TDS policies, processes and procedures. Maintain good working relationships with all adjacent teams. Ensure team maintains proper understanding of TDS' goals and is coached through process improvements as those needs arise. Management point of contact for all TDS network equipment and customer related issues in specific market(s). Qualifications Required Qualifications Bachelors degree (or higher) -OR- 4+ years professional work experience. Must have and maintain a valid driver's license. 3+ years in the telecom industry. 2+ years' experience in a supervisory role or equivalent leadership experience. Other Qualifications Strong technical background a plus with a focus on delivering broadband based services with superior customer service. Demonstrated focus on employee safety. Must be able to coach a team of direct reports and team of contractors during emergency conditions such as network outages and cable breaks. Must be available to work off hours when situations dictate. Ability to manage multiple tasks while maintaining a positive attitude is a must. Excellent problem-solving skills, strong leadership ability and interpersonal skills a must. Must possess a sense of urgency and a "can-do" attitude. Customer Focus Management and/or Total Quality Management training will be considered a plus. Must enjoy working with people and team building (i.e. teaching, coaching). Computer proficiency required. Must be able to multi-task and maintain a sense of urgency related to each separate issue. Must be able to handle stressful network outages, and/or customer impacting situations in a calm manner. Do you meet all of the Required Qualifications, but aren't sure if your experience meets the Other Qualifications? We encourage you to apply! Research shows that some candidates may not apply for jobs unless they feel they meet 100% of the qualifications, when, in fact, they have the skills and experience to be successful in the role! Experience and skills come in many different forms and may not always look identical to what we have on paper, but still lead to success in the role. If you meet the Required Qualifications and believe you have what it takes to be successful in the position, apply today! Benefits Associates scheduled to work 20 or more hours per week have access to medical, dental, vision, life insurance, a 401(k) plan, and paid time off benefits such as vacation (15 days accrued per year for full-time; pro-rated for part-time associates working between 20-39 hours), sick leave (10 days accrued per year for full-time and pro-rated for all other associates), seven paid national holidays and one floating holiday, paid parental leave (2 weeks after 12 months of employment), among others. Short Term Disability and Long Term Disability coverage is also available for associates working 30 or more hours per week and Education Assistance is available to full-time associates. Associates scheduled to work under twenty hours per week or for a limited term (i.e. interns) are eligible for medical coverage, the 401(k) plan (if 18 or older), as well as sick leave (10 days accrued per year for full-time and pro-rated for all other associates). For more detail on the benefits we offer click here! At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law. To learn about our diversity & inclusion philosophy and culture click here! Pay Range (Hr./Yr.) $72,400.00/Yr. - $117,700.00/Yr.

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