Overview:
The Associate Manager-Field Services is responsible for providing functional leadership and direction to non-exempt Field Service roles, and external contractors (where applicable) in the assigned areas directly supporting capital projects, inside and outside plant maintenance, installation and repair of customer products and services. Strong focus on the team's ability to provide premier customer service and technical expertise while exhibiting a high level of professionalism in all internal and external interactions. You will be responsible for achieving all key operating metrics to include customer facing metrics, capital targets, over time management, Quality Assurance program, Inventory Management, Technician development and operating budget adherence.
This position requires 24/7 availability, and in some markets leads a team scheduled to work 7 days per week. You will be responsible for management of front-line escalations from teams across TDS (Sales, Customer Repair, Network Engineering, NOC, Service Activation, WFM and other internal teams). This includes managing customer and community escalations in a professional manner. Responsibilities also include local vendor selection and management of drop contractors, network maintenance vendors and facilities management (i.e., janitorial, snow clearing, lawn mowing, HVAC, generators, electrical, etc.).
This is an in-person role, requiring onsite presence at our warehouse location in Weston, Wisconsin.
At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?
Responsibilities:
- Direct activities and personnel necessary for the proper installation and repair of TDS products and Services to ensure customer expectations are met.
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Provide leadership to direct team and all other teams involved in Network growth, maintenance and customer service activities that creates and maintains a challenging and rewarding environment.
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Assist Network Services in the planning and execution of all capital projects to ensure are completed in a timely and cost-efficient manner.
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Ensure compliance with all TDS policies, processes and procedures.
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Maintain good working relationships with all adjacent teams.
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Ensure team maintains proper understanding of TDS’ goals and is coached through process improvements as those needs arise.
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Management point of contact for all TDS network equipment and customer related issues in specific market(s).
Qualifications:
Required Qualifications
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Bachelors degree (or higher) -OR- 4+ years professional work experience.
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Must have and maintain a valid driver's license.
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3+ years in the telecom industry.
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2+ years' experience in a supervisory role or equivalent leadership experience.
Other Qualifications
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Strong technical background a plus with a focus on delivering broadband based services with superior customer service.
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Demonstrated focus on associate safety.
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Must be able to coach a team of direct reports and team of contractors during emergency conditions such as network outages and cable breaks.
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Must be available to work off hours when situations dictate.
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Ability to manage multiple tasks while maintaining a positive attitude is a must.
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Excellent problem-solving skills, strong leadership ability and interpersonal skills a must.
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Must possess a sense of urgency and a "can-do" attitude.
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Customer Focus Management and/or Total Quality Management training will be considered a plus.
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Must enjoy working with people and team building (i.e. teaching, coaching).
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Computer proficiency required.
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Must be able to multi-task and maintain a sense of urgency related to each separate issue.
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Must be able to handle stressful network outages, and/or customer impacting situations in a calm manner.
Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what’s listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today!
Benefits
We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority!
Associates scheduled to work 20 or more hours per week have access to:
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Medical Coverage
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Dental Coverage
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Vision Coverage
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Life Insurance
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401(k) Plan
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Generous Vacation & Paid Sick Leave
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Seven Paid National Holidays & One Floating Holiday
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Paid Parental Leave (6 weeks after 12 months of employment)
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Adoption & Surrogacy Assistance
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Employee Assistance & Wellness Programs
Associates working 30 or more hours per week additionally have access to:
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Short-Term & Long-Term Disability
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TDS Service Discounts
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Education Assistance
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Paid Volunteer Time
In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here.
Who is TDS Telecom?
TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more!
At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.
Pay Transparency
The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards.
Pay Range (Hr./Yr.): $75,300.00/Yr. - $122,300.00/Yr.
