Field Service Manager

at  AFL Telecommunications LLC

Join Our Team as a Field Service Manager!
Are you ready to lead, inspire, and drive excellence? Do you thrive in a dynamic environment where every day brings new challenges? If so, we have an exciting opportunity for you to join our Premise Services team as a Field Service Manager.
Our Premise Services team’s focus is on delivering exceptional customer service while installing and repairing products related to the future-friendly home (FFH), including home networking, phone services, high-speed internet, TV, and home security systems for our customers.
What you’ll do
As the Field Service Manager, you will play a key role in leading, developing, and motivating a team of Field Service Technicians who are responsible for delivering exceptional customer service while installing and repairing products related to the future-friendly home (FFH). Additionally, you will ensure the safety and efficiency of all operations.

You will be responsible for:

• 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 process and procedures.
• Drive Strategic Sales growth and optimize performance metrics.
• Ensure that services offered meet customer expectations and are aligned with organizational goals.
• Responsible for overall customer satisfaction and represent AFL.
• 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 such as auditing safety plans, team member training, external resource monitoring and communication, equipment inspection and periodic site/field audits.
• 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.

To be successful in this role, your background includes:

• Passionate about leading in an operations environment and helping the team solve operations challenges
• Demonstrated experience 5 years in a relevant professional capacity
• Comprehensive understanding of telecommunication infrastructure installation
• Exceptional organizational abilities, adept at prioritization, multitasking, working under pressure, and meeting deadlines with precision
• Self-driven and proactive with strong problem-solving capabilities, capable of working autonomously
• Proficiency in taking ownership and proactively resolving challenges and issues

Working Conditions:

• In-field environment with travel required up to 50%, including within and out of province.
• Work Schedule: Shift work. Available to work on weekends.

How to Apply:
To apply for this position, please submit your resume and cover letter. If you require accommodations at any stage of the hiring process, please contactNSHRCanada@aflglobal.com. All information received in relation to your accommodation will be kept confidential.
About Us:
America Fujikura Limited (publicly known as AFL) is a premiere service provider in the global telecommunications industry focusing on leading-edge network technology, quality, safety and superior customer satisfaction. AFL manufactures, engineers and installs the fiber optic products and equipment that communications providers need to provide quad-play solutions to their customers.
Everyone belongs at AFL. At AFL, we value and respect unique contribution and talents. As a global company with customers of every race, ethnicity, gender, age, religion, ability, background and experience, we believe that we can serve our team members and customers better if cultural diversity is naturally engrained within the fibres of our company

You will be responsible for:

• 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 process and procedures.
• Drive Strategic Sales growth and optimize performance metrics.
• Ensure that services offered meet customer expectations and are aligned with organizational goals.
• Responsible for overall customer satisfaction and represent AFL.
• 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 such as auditing safety plans, team member training, external resource monitoring and communication, equipment inspection and periodic site/field audits.
• 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

To be successful in this role, your background includes:

• Passionate about leading in an operations environment and helping the team solve operations challenges
• Demonstrated experience 5 years in a relevant professional capacity
• Comprehensive understanding of telecommunication infrastructure installation
• Exceptional organizational abilities, adept at prioritization, multitasking, working under pressure, and meeting deadlines with precision
• Self-driven and proactive with strong problem-solving capabilities, capable of working autonomously
• Proficiency in taking ownership and proactively resolving challenges and issue