Connected Solutions - Regional Field Operations Manager

Department: Connected Solutions

Job Status: Full Time

Section: Installation Services

Reports To: Director, Field Operations

FLSA Status: Exempt

Amount of Travel Required: Up to 50%

Grade/Level: Regional Manager - Fulfillment Services

Positions Supervised: Multiple

Work Schedule: Standard business hours are Monday through Friday, eight hours a day, forty hours a week. Additional hours may be required based on workload and requirements.

POSITION SUMMARY

Manage and develop residential, enterprise and MDU contractors and employees in a region for adherence to performance standards across all verticals. This includes, but is not limited to; installation metrics, service area coordination, tech skills assessments, training, PerfectVision product purchases and compliance, and any other activity management as required. This position will be required to be able to assess performance across multiple states, projects, and contractors to identify shortcomings and make recommendations for improvement. This includes but is not limited to; assessment of pending work, tech capacity & capabilities, routing, calendar management, performance, project management, etc. It will be critical to develop a working relationship with fulfillment contractors across the network for constant up-training and development with new verticals, programs, partners, and customers. Additionally, The Regional Manager will be responsible for supporting our existing customer base and driving product sales. This position will assist in developing new relationships with Internet Service Providers, product customers, and MDU properties within specified regions, assist them through the customer onboarding process, and help them develop and grow their business with PerfectVision.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential function and basic duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions and basic duties.

Essential Functions Statement(s)

• Responsible for the proactive direction of their region regarding, but no limited to, installation metrics, service region management, tech capacity, calendars, PerfectVision product compliance and participation in ancillary programs.
• Make recommendations and manage process improvements, implementation, and documentation with the goal to improve processes, procedures, effectiveness, and results.
• Recruiting new contractors with multiple capabilities as needed by our verticals in all areas of the region.
• Understanding of installation practices with broadband and television delivered by both wireless (Satellite & Fixed) and terrestrial (cable & fiber) methods.
• Ability to install/repair and explain functionality of multiple telecom systems and programs to customers.
• Documenting installation practices and procedures with broadband and television delivered by both wireless (Satellite & Fixed) and terrestrial (cable & fiber) and providing assistance in creating training materials.
• Host Tech & Contractor trainings across the region to guarantee compliance with current and new verticals.
• Negotiate solutions and act as a liaison between team members and management for escalated department issues.
• Identify and analyze escalated problems and provide guidance to team members for resolution.
• Serve as a catalyst for creating a high-performing team by providing monthly one-on-one feedback and development opportunities.
• Monitor progress and achievement through performance metric reports and take corrective action as appropriate and in a timely manner.
• Enforce Company and departmental policies, initiatives, and objectives. Perform various tasks and activities such as analyzing territory-staffing needs, interviewing potential partners, development of new business opportunity leads, driving product sales, and performing monthly and annual performance reviews with all customers and other related duties.
• Ensure compliance with client mandated requirements, policies and procedures.
• Develop and maintain positive working relationships with other team members within the department and throughout the organization.
• Other duties as assigned by management.
• Regular and prompt attendance at work is a primary function and requirement of this position.

POSITION QUALIFICATIONS

Competency Statement(s)

• Accountability - Acceptance of responsibility resulting in anticipation / prevention and problem-solving, which includes identifying problems and issues of varying complexities and finding effective solutions within few guidelines, inside and outside one's job, department or organization.
• Achievement Oriented - Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations; being ready to act and show tenacity in case of obstacles or resistance.
• Communication - Actively attend to, convey, and understand the comments and questions of others; shaping and expressing ideas and information with others using the spoken word, as well as expressing ideas and opinions clearly in properly structured, well organized and grammatically correct reports or documents, utilizing language and terminology that is understandable for the reader.
• Computer Literacy - Effective and efficient use of computers in the working environment. Including a strong understanding of Microsoft office suites and multiple CRM systems. Understanding functionality in MS Excel is required.
• Customer Focus - Knowing the internal and external customers' business needs and acting accordingly, anticipating customer needs; giving high priority to service and customer satisfaction.
• Delegating Responsibility - Allocate authority and/or task responsibility to appropriate people.
• Detail Oriented - Pay attention to the minute details of a project or task.
• Ethical / Integrity - Demonstrate conduct conforming to a set of values and accepted standards; be truthful and be credible in the workplace.
• Goal Planning - Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
• Initiative - Spotting opportunities within your own circle of influence, anticipating on threats and acting on them; self-starting rather than waiting passively until the situation demands action.
• Interpersonal - Get along well with a variety of personalities and individuals; showing consideration for and maintaining good relations with others; acting calmly under stress and strain, and not being hasty or impetuous.
• Leadership Skills - Achieving results through people by successful objective setting, performance review, motivation, delegation, teambuilding, commitment gains, and empowerment.
• Problem Solving - Identify problems and issues of varying complexities and find effective solutions within few guidelines.
• Relationship Building - Effectively build relationships with customers and co-workers.
• Reliability - Dependable and trustworthy, which includes being at work during your scheduled times, arriving on-time and ready to perform job functions, and demonstrating accuracy with regards to assigned tasks.
• Safety and Security - Supports and complies with safety and security requirements.
• Team Builder - Convince a group of people to work toward a goal.
• Time Management - Utilize the available time to organize, follow a systematic method of performing a task and complete work within given deadlines.
• Training - Utilize learned skills and education to effectively train others on technical and procedural requirements for successful implementation of all projects and work types.

Education

• High School Graduate or General Education Degree (GED); and
• Associate degree in business administration, communications, information technology, or related field or equivalent work experience preferred.

Experience

• Five plus years of experience in a supervisory capacity managing multiple customers within a given territory.
• Five plus years of experience in telecommunications field operations, such as fiber, fixed wireless, cable, satellite and/or MDU construction, maintenance and installation.
• Previous knowledge of customer service policies, procedures, and regulations in a business-to-business environment is helpful.

Computer Skills

• Computer literate in a Microsoft Windows environment with the ability to learn new software and application.
• Microsoft Excel - Intermediate level. Must have the ability to perform functions such as creating a spreadsheet, formatting a spreadsheet, using the formula bar to perform various functions, importing/exporting documents, and calculating numbers. Advanced Formula knowledge is preferred.
• Microsoft Outlook - Intermediate level. Must have the ability to perform functions such as composing, sending, forwarding and replying to messages, attaching computerized files, utilizing calendar and task reminders, viewing several calendars, sharing calendars, creating and sending meeting requests, and creating contact lists.
• Microsoft Word - Intermediate level. Must have the ability to perform functions such as composing, editing, naming and saving documents, formatting text, and printing.
• Internet Explorer or other web browsers - Intermediate level. Must have the ability to perform functions such as navigating through websites via hyperlinks and searching websites using various search engines and boomerang searches.
• PowerPoint - Intermediate level. Must have the ability to perform functions such as creating presentations, adding new slides, saving a presentation, presenting a presentation and previewing a presentation.

• Accurate typing skills, approximately 30 words per minute and 10-Key by touch, alphanumeric.
• General knowledge of how to use a calculator, scanner, copy machine, fax machine, printer, telephone and various standard office equipment.

Certificates & Licenses

• None Required
• Preferred: Low voltage, OSHA 10/30, Fiber Optic Association (FOA), SCTE, SBCA and CPCT certifications a plus.

Other Requirements

• Proficient in intermediate mathematical skills such as adding, subtracting, dividing, multiplying, and calculation of fractions, percentages, ratio, and measurements.
• Knowledge of measurements such as length, height, width, inches, feet, and meters.
• Primary language used to perform this job is English. Bilingual in Spanish would be helpful.

• Be able to lift 60-80 pounds and climb 28-36 foot ladders.

• Valid driver's license with acceptable driving record.

• Be able to work a flexible schedule that may include weekends or evenings.
• Be able to travel on short-notice, and potentially stay away for extended periods.

PHYSICAL DEMANDS

Physical Demands

Lift/Carry

Stand

O

10 lbs or less

O

Walk

O

11-20 lbs

O

Sit

C

21-50 lbs

O

Handling / Fingering

C

51-100 lbs

O

Reach Outward

F

Over 100 lbs

N

Reach Above Shoulder

O

Push/Pull

Climb

O

12 lbs or less

O

Crawl

O

13-25 lbs

O

Squat or Kneel

O

26-40 lbs

O

Bend

O

41-100 lbs

O

Key

N (Not Applicable)

Activity is not applicable to this occupation.

O (Occasionally)

Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently)

Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly)

Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Other Physical Requirements

• Vision (Near)

WORK ENVIRONMENT

• PerfectVision Headquarters in Little Rock, AR.
• Occasionally exposed to moderate noise levels as the work areas are arranged in a cubical environment with several surrounding co-workers speaking to customers.