Manager, Field Operations

Summary

The Field Service Manager is responsible for customer service Installation and Repair of all copper and fibre services, including operational logistics and Sales support within the Area, as well as proactive maintenance. The Manager is directly responsible for the safety, supervision, and direction of technical staff with an emphasis on service quality and reliability. Primary areas of focus are technician scorecard results, technical support, and coaching for staff, performance management, and productivity while ensuring timely resolution of customer concerns.

The Manager has direct accountability for positive employee relations and overall employee communication for the assigned Area in which they work. In addition to the operational responsibilities, the Field Service Manager represents Bell Aliant as required within the area by interfacing with government, business, and community as it relates to customer service requirements, and in partnership with Sales and Engineering for ongoing programs and projects.

Key Responsibilities

• Coach and support technical staff to meet productivity and service targets
• Administer an Accident Prevention Plan
• Conducts safety meetings and inspections on tools/vehicles/work sites
• Provides local technical support
• Provides customer follow-up on installation and repair
• Ensures conformity to environmental standards
• Financial management of their budget
• Communicates Corporate and Regional Business Plans, and incorporates this direction into local initiatives
• Accountability for corporate assets in the area in cooperation with Fleet & Buildings
• Understand and manage service indicators by working closely with Service Level Manager and Test and Dispatch
• Maintain effective labor relationships by understanding and administering the collective agreement

Critical Qualifications

• Post Secondary or equivalent management and job experience
• A working knowledge of Consumer Services, Business, Network, Data, Outside Plant design, maintenance schedules & Emerging Services
• Leadership and people management skills
• Flexibility in approach to problem-solving and resolution of staff issues
• Ability to prioritize and manage multiple priorities effectively
• Willingness to travel as required
• Bilingualism - You will be required to interact with French & English speaking stakeholders across Canada