Field Operations Supervisor

FIELD OPERATIONS SUPERVISOR Your Position & How You Will Contribute: The Field Service Manager will lead and oversee a diverse team of 20+ field technicians, including installers, drop crews, maintenance technicians, and independent contractors. The team is responsible for installing, repairing, and maintaining fibre optic networks, internet, TV, and phone services across the Western GTA, with a primary focus on Oakville and Mississauga. Reporting to the Vice President of Customer Operations, the Field Service Manager will be responsible for ensuring the team delivers exceptional service, meets operational targets, and consistently maintains high standards for safety, quality, and customer experience. This is a hands-on leadership role that combines people leadership, field operations, customer service, and continuous improvement. You will spend time with your team in the field, remove barriers to success, resolve escalations, and help build the processes and culture needed to support telMAX's continued growth. In this dynamic environment, you'll have the opportunity to learn, contribute, and grow your career while helping build one of Ontario's fastest-growing fibre networks. Responsibilities & Key Duties: Team Leadership and Management - Lead, coach, mentor, and develop a diverse team of field technicians and contractors to ensure high-quality service delivery. - Provide coaching, performance management, and regular one-on-one meetings to address skill development and accountability. - Conduct formal employee and contractor performance reviews, ensuring adherence to safety, quality, and operational standards. - Monitor attendance and adherence to company policies and prepare corrective actions when required. - Develop strategies to motivate, support, and increase team productivity while fostering a positive and collaborative work environment. Operational Oversight and Service Delivery - Oversee the day-to-day operations of all field-related activities, including installations, maintenance, and service repairs. - Coordinate staffing, scheduling, routing, and equipment needs to optimize resource allocation. - Identify and remove barriers, resolve operational issues, and provide hands-on support to ensure teams can meet productivity and service targets. - Respond to emergency installations, service restoration, or maintenance escalations, ensuring rapid resolution. - Support hands-on installation of fiber optic equipment when required, including work at heights over 4 meters using ladders, lifts, and rooftops. Process Improvement and Quality Assurance - Develop and implement quality assurance processes to ensure installation, repair, and maintenance outcomes meet telMAX standards. - Identify opportunities for process improvements and lead initiatives to enhance efficiency, reduce costs, and improve customer satisfaction. - Conduct site visits, surveys, and quality control checks to ensure projects meet milestones, specifications, and deadlines. Customer and Stakeholder Engagement - Act as the senior escalation point for customer issues, ensuring timely resolution and customer satisfaction. - Collaborate with internal departments (e.g., Network Operations, Sales, Project Management) to align field delivery with business and customer needs. - Communicate regularly with senior leadership, providing updates on field performance, project progress, and operational challenges. Health, Safety, and Compliance Oversight - Promote and enforce a strong culture of health and safety across all field activities. - Ensure compliance with federal employment laws and regulations. - Assist with audits and compliance reporting as needed. Vendor and Contractor Management - Manage third-party vendors and contractors, ensuring performance aligns with telMAX standards for safety, quality, and timeliness. - Coordinate contractor onboarding, performance audits, and corrective actions as needed. Reporting and Performance Analysis - Track, analyze, and report on key performance indicators (KPIs) such as response times, first-time resolution rates, and team productivity. - Prepare and present performance reports to the Vice President of Customer Operations, offering insights and actionable recommendations. - Use tools such as Field Management Software, MS Office, GIS systems, and reporting tools (e.g., Zendesk) to analyze data and improve decision-making. What You Bring: - Leadership Skills: Ability to motivate, coach, and hold teams accountable. - Problem-Solving: Strong analytical and troubleshooting abilities. - Customer Focus: Commitment to resolving customer issues and improving satisfaction. - Organizational Skills: Ability to prioritize and manage multiple projects. - Adaptability: Ability to work in a fast-paced environment and adapt to changing priorities. - Time Management: Strong ability to meet deadlines and manage team schedules. - Technical Aptitude: Comfortable with hands-on technical work and providing direct field support when needed. - Health & Safety Awareness: Commitment to enforcing a culture of safety and compliance. - Strong proficiency with Field Management Systems, GIS tools, MS Office Suite, Tableau, Zendesk, and scheduling software. - Hands-on knowledge of outside plant construction, electronic systems, and fiber optic equipment. - Ability to perform site surveys, audits, and quality control processes. Experience: - 5-8 years of experience in field operations, with at least 3 years in a supervisory or managerial role within the telecommunications industry. - Experience managing a large, diverse team of field technicians and contractors. - Demonstrated knowledge of fiber optic and RF technology, including outside plant construction, maintenance, and installations. - Experience managing vendors and contractors, ensuring service delivery meets performance expectations. - Proven track record in process improvement, quality assurance, and customer service excellence. Education: - College or University degree in Telecommunications, Engineering, or a related technical field. - Certifications (preferred): - Safety Certifications: WHMIS, Working at Heights, First Aid/CPR - Technical Certifications: Fiber Optic Association (FOA), RF Technology Training, Project Management Professional (PMP) Why You Should Join telMAX: - We are a growing, dynamic organization - We offer a competitive variable compensation package - Hybrid positions - Benefits (Medical, Dental, and Vision) - Health Spending Account (HSA) - RRSP matching program