Director of Field Operations - Field Repair and New Customer Installation

Overview: 

Surf Internet is seeking a dynamic and experienced Director of Field Operations to oversee our service repair and new customer installation operations. This role will be pivotal in ensuring efficient service delivery, enhancing customer satisfaction, and driving the successful onboarding of new clients as well as service and repair efforts. The ideal candidate will lead a team of field technicians and installation specialists, implementing best practices to optimize performance and operational efficiency.

Key Responsibilities:

1. Leadership and Team Management:
   1. Lead, mentor, and develop a diverse team of field service technicians and installation specialists to ensure high-quality service delivery.
   2. Focus on recruiting, training, and retaining skilled personnel. Implement ongoing training programs to keep the team updated on the latest technologies and operational practices.
   3.  Foster a culture of safety, accountability, and continuous improvement within the team.
   4. Conduct regular performance evaluations, providing constructive feedback and identifying professional development opportunities for team members.
2. Operational Strategy Development:
   1. Design and implement strategies for efficient service delivery, customer installations, and service and repair that align with company goals and customer expectations.
   2. Review existing field operations processes regularly and identify areas for improvement. This could involve implementing new technologies or methodologies (e.g., Lean or Six Sigma) to enhance efficiency.
   3. Participate in long-term planning initiatives, helping to shape the operational direction of the company in alignment with market trends and customer demands.
   4. Collaborate with senior management to develop long-term operational plans that support growth and scalability.
3. Performance Monitoring and Improvement:
   1. Establish and track key performance indicators (KPIs) for installations, service and ticket response times, installation completion rates, and customer satisfaction.
   2. Utilize advanced analytics and reporting tools to gather insights from field operations data. This could involve tracking service delivery timelines, resolution times, and customer feedback.
   3.  Analyze operational data to identify trends, optimize processes, and implement best practices to enhance efficiency.
   4. Compare operational metrics against industry standards to identify competitive advantages and areas that require attention.
4. Customer Engagement and Onboarding:
   1. Oversee the new customer installation process, ensuring timely and seamless onboarding experiences for clients.
   2. Act as a point of contact for escalated customer issues, working closely with customers to resolve concerns and improve service delivery.
   3. Maintain open lines of communication with key stakeholders, including sales, customer service, and technical teams, to ensure a seamless customer experience.
   4. Establish mechanisms for collecting customer feedback on field services, which can drive improvements and enhance customer satisfaction.
5. Budget and Resource Management:
   1. Manage the budget for field operations, ensuring effective allocation of resources for service and installation teams. 
   2. Optimize inventory and logistics for field operations (repair and installation), ensuring technicians have the necessary tools and equipment to perform their jobs effectively.
   3. Identify cost-saving opportunities without compromising service quality. This will include negotiating contracts with suppliers, contractors, and/or optimizing workforce deployment.
6. Compliance and Safety Oversight:
   1. Ensure all field operations comply with company policies, industry regulations, and safety standards. 
   2. Promote a safe working environment through training and adherence to safety protocols.
   3. Stay informed about industry regulations and ensure that field operations adhere to all legal and safety standards.

Qualifications:

• Bachelor’s degree in Business Administration, Engineering, Telecommunications, or a related field.
• 10+ years of experience in field operations management within the telecommunications industry, with a focus on service and repair, service delivery, and customer installations.
• Proven track record of leading teams and managing large-scale field operations.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, able to build relationships with internal teams and external customers.
• Proficiency in project management methodologies and operational processes.

Skills and Competencies:

• Technical Proficiency: A solid understanding of telecommunications technologies, including wireless and fiber optics, is crucial.
• Project Management: Strong project management skills, with the ability to oversee multiple projects and initiatives simultaneously.
• Problem Solving: An analytical mindset to troubleshoot operational challenges quickly and effectively.
• Adaptability:Ability to adapt to changing technologies and market conditions, ensuring that field operations remain competitive.