Manager, Field Operations

7 days ago

Whitehorse, Canada NorthwesTel Full time

GENERAL ACCOUNTABILITY

The Manager Field Operations, reporting to a Field Operations Director, performs a key role in the delivery of service excellence for our customers. The incumbent is responsible for ensuring that our customer commitments are met, through the installation and maintenance of Access and Network facilities. This position directly leads and motivates 8 to 16 employees. These direct reports are primarily bargaining unit positions which may include combination of Service Technicians, Combination Technicians, Central Office Technicians, Radio Technicians, or Cable Splicers. In addition, this position shares the responsibility of overseeing contractors work with Safety Inspectors and Project Managers.

SPECIFIC ACCOUNTABILITIES
- Build and support a high performing team of results oriented, customer focussed employees who deliver the best experience to our customers across our operating area.
- Ensure team alignment with the Northwestel strategy, and Customer Service Excellence priorities, using established metrics in quality, productivity and customer service as indicators.
- Champion continuous improvement goals in support of our ability to surpass customer expectations by effectively collaborating with other business partners across the business
- Ensure that field technicians have an understanding of and are compliant with Northwestel’s processes, products and service standards and that all work is conducted in a safe and efficient manner.
- Ensure the reliability and maintenance of network equipment through participation and alignment in annual operating and capital planning processes.
- Cultivate a performance management culture through formal and informal coaching and assessment using a variety of methods, including the Objective Performance process, Tail gate meetings, in field observations, etc. Provide ongoing skill development through formal and informal training to meet both the current and future needs of the individual and corporation.
- Lead team in accordance to the provisions in the Collective Agreement, including vacation management, disciplinary actions and attendance management. 8. Other duties as required.

KNOWLEDGE AND SKILLS REQUIRED

The manager must have five to ten years of telecommunications and/or field industry experience with three to five years in a people management or leadership role. This position requires significant personal computer skills both in the Microsoft Office suite and in operational systems.

The Manager Field Operations will be a self-motivated individual with proven analytical and time management skills. They have sound knowledge of situational leadership principals and ability to develop effective interpersonal rapport. They must have proven leadership and performance management skills in a unionized environment and must be sensitive to the northern cultural milieu. The incumbent has experience in successfully leading and motivating a team through change.

TYPICAL PROBLEM SOLVING

The major challenge for this position is developing a workforce where employees have necessary technical skills to meet the demands of diverse assignments and they are efficiently utilized. The Manager Field Operations must design effective training in such a way that it does not become redundant and schedule employee education in a manner that takes into account the needs of technicians working in remote areas. In addition, this position must keep up-to-date on developments in the telecommunications industry, generally through on-the-job learning. The Manager Field Operations must know where to get answers to complex technical questions and must be familiar with emerging technologies in order to speak knowledgeably with both technicians and customers.

WORKING CONDITIONS

This position travels 20 to 30 percent of the time to manage a geographically dispersed workforce and may be required to travel in small aircraft. Approximately 1/3 of this position’s time is spent away from the office at various work sites. Typically, travel will be required for one or two trips per month outside of the headquarters location, for up to one week at a time. The Manager Field Operations must provide after normal work hours support to both field technicians and Operations Support Centre staff, and may be required to work additional hours as conditions warrant.

OTHER COMMENTS
- The incumbent must be a leader in cultural change
- The incumbent should spend 50% to 75% of their time with their direct reports

As a safety conscious COR Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.

Applications will be reviewed as they are submitted. Posting will remain active until the position is filled.

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