General Summary of Position:
The Manager of MFS is responsible for leading and overseeing field operations related to the installation,
maintenance, troubleshooting, and repair of telecommunications infrastructure and customer services. This role
ensures operational excellence, workforce productivity, customer satisfaction, and adherence to company
performance standards. The Manager serves as a key leader driving service delivery, employee development, and
operational efficiencies across the field organization.
Duties and Responsibilities:
Team Management:
- Recruit, develop, mentor, and retain high-performing field service personnel.
- Conduct regular performance reviews and coaching sessions.
- Establish clear productivity expectations and accountability measures.
- Foster a culture of safety, customer focus, teamwork, and continuous improvement.
- Ensure proper staffing levels to meet business demands.
- Collaborate with other teams and offices for all MFS staff
Customer Experience:
- Maintain high customer satisfaction scores through quality service delivery.
- Resolve escalated customer issues and service concerns promptly.
- Partner with internal departments to improve customer communication and service outcomes.
- Identify trends impacting customer experience and implement corrective actions.
Performance Management:
- Track and report key operational KPIs including:
- Technician productivity
- SLA attainment
- First-time fix rates o Employee engagement metrics
Required Qualifications:
Education:
- Bachelor's degree in Business, Telecommunications, Operations Management, or related field
preferred.
- Equivalent combination of education and experience considered.
Experience:
- 5+ years of telecommunications field operations experience.
- 3+ years in a leadership or management role.
- Experience managing large technician workforces across multiple locations.
- Strong understanding of fiber, broadband, wireless, and telecommunications technologies.
Skills:
- Leadership and team development.
- Workforce management and scheduling.
- Financial and budget management.
- Customer service excellence.
- Data analysis and KPI management.
- Strong communication and conflict resolution skills.
- Project management and operational planning
Preferred Qualifications:
Education & Certifications:
- Project Management Professional (PMP)
- OSHA 30 Certification
- Six Sigma Green Belt or Lean Certification
Industry Experience:
7+ years of telecommunications field operations experience.
5+ years managing multi-state or regional field service organizations.
Background in managed service provider (MSP) or field services outsourcing environments.
Technical Knowledge of:
- Fiber optic networks · Broadband and cable infrastructure
- Wireless technologies (4G/5G)
- Enterprise telecommunications services
- Network maintenance and outage restoration
- Familiarity with workforce management systems, dispatch platforms, and field service management tools.