Operations Manager for Telecommunications Infrastructure
2 weeks ago
About the Role
We are seeking an Operations Manager for our Premise Services team to lead and develop a team of Field Service Technicians responsible for delivering exceptional customer service while installing and repairing products related to the future-friendly home.
Key Responsibilities
- Ensure quality of service, customer experience, and community engagement within areas supported.
- Manage and direct activities of technicians and/or external resources to ensure compliance with established processes and procedures.
- Drive strategic sales growth and optimize performance metrics.
- Ensure that services offered meet customer expectations and are aligned with organizational goals.
- Represent AFL and be responsible for overall customer satisfaction.
- Remove roadblocks and own escalations through to final resolution.
- Provide feedback promptly and aim to enhance the technician's overall performance daily.
- Perform infield safety inspections as required.
- Interpret and enforce policies and disciplinary activities.
- Responsible for on-site adherence to Health and Safety regulations and procedures.
- Perform frequent quality assurance audits on all activities to ensure strict adherence to AFL and client standards.
- Help build and maintain positive relations within the team.
- Protect organizations' values by keeping information confidential.
- Perform other administrative and miscellaneous duties as requested, directed, or assigned.
- Enhance organizational reputation by accepting ownership for accomplishing requests and exploring opportunities to add value to job accomplishment.
- Adhere to and promote the environmental, health & safety policies of AFL.
Requirements
- Possess a comprehensive understanding of telecommunication infrastructure installation.
- Have demonstrated experience in a relevant professional capacity.
- Be self-driven and proactive with strong problem-solving capabilities, capable of working autonomously.
- Have proficiency in taking ownership and proactively resolving challenges and issues.
- Be available to work in an in-field environment with travel required up to 50%, including within and out of province.
- Be willing to work shift work and be available to work on weekends.
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