Manager Field Service

Lightpath is one of the largest competitive local exchange carriers in the tri-state area. We own and operate our infrastructure "from the ground up" by deploying over 20,000 route miles connecting 13,500 on-net/LIT buildings. With a strong portfolio of cutting edge solutions for Internet, WAN, Voice, SD-WAN, Security & Cloud services, we enable Enterprise customers of all sizes the ability to react to new challenges while developing best practices for the future. With Lightpath's continued focus on network excellence and a "customer first" service commitment, we are building a workforce of the best talent that will meet the needs of our customers and reflect the diverse communities we serve.
Job Summary
The Manager Field Service is responsible for managing and overseeing the installation, maintenance and repair of Lightpath equipment and services at customer location and data centers. Possesses a thorough understanding of Telecommunication equipment and networking applications. The Manager Field Service will oversee day to day operations of the team, work with key stakeholders to implement new solutions, develop action plans, monitor the results, develop and distribute reports, and report on progress and trends.
Responsibilities
Operational

• Ensure all tasks are performed in a timely, productive manner providing a quality experience for the customer.
• Assign available work assignments to Technicians based on the specific skills, training, experience and availability.
• Assesses and alters work assignments of Technicians on a day-to-day basis as operational needs require.
• Ensure Technicians are trained in all network elements that need to be supported.
• Develop and maintain reports for tracking performance.
• Ensure all company Safety policies and procedures are adhered to.
• Be diligent and continuously evaluate quality standards and procedures.
• Interact when required with clients to support our customer base.
• Maintain strong inter-personal skills for interacting with top management, team members, and clients.
• Chair team meetings when areas for improvement are identified and action plans are required.
• Interface with Lightpath warehouse to order and maintain equipment inventories at economical levels and account for the dispersal of equipment.
• Develop and manage a 24/7 on call rotation for Field Techs.

Quantitative Measurement

• On-time Completion Rates
• Overtime Containment
• Improvement of Installation Intervals and MTTR
• Reduction of Service Delivery Costs
• Customer Satisfaction rating

Qualifications

• A bachelor's degree in engineering, Telecommunications, Business or other related curriculum or an equivalent of 10 years within the telecommunications industry, including a minimum of 5 years management experience with a proven performance in achieving quality employee and customer satisfaction objectives.
• The candidate should have a thorough knowledge of system design, construction, security, fiber, and emergent telecommunications technologies.

Lightpath is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
Lightpath collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
This position is identified as being performed in/or reporting to company operations in New York State. The pay range at the time of posting in the specified locations is $130,000- $140,000/year. Pay ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience.
Nearest Major Market: White Plains
Nearest Secondary Market: New York City