Director, Field Operations, NY/NJ
Our client, a leading provider of Telecommunications Services, is seeking a Director, Field Operations to build and manage its Eastern US region deployment team.
These are on-site roles for local NYC region candidates. This NOT a 100% WFH role.
These are full-time, direct-hire roles, not contract positions.
The company is not able to provide work visa or relocation support to candidates.
Relocation, sponsorship (H1b), and full-time remote or virtual office are NOT offered
Please no inquiries from Third-party recruiters. No C2C or 1099s offered.
Scope of Role
The Director, Field Operations will provide managerial and technical leadership, day-to-day operations oversight and management of all operational aspects of Field Operations, Dispatch Procurement, Fleet Management, and office support.
This role will oversee customer site network, infrastructure and DAS antenna implementations. including fault-tracking, managing and resolving reports identified in the process.
Collaborate with internal departments and executive management to communicate field data on outages, quality, recurring technical issues and their resolution, as well as resource management, utilization and deployment.
Responsibilities
Deliver customer facing quality and operations reviews regarding network performance
Develop coverage plans to ensure staffing levels are sufficient.
Prepare and deliver all reporting metrics and field status reports
Adhere to all developed/contracted Service Level Agreements (SLA) in association with specific customers
Drive all necessary escalations, as required, through resolution
Incorporate all necessary product training and staff development to support changing and or new product developments
Ensure all operating policies and procedures are developed, maintained and adhered to by all operations staff, including customer sensitive data and security policies
Communicate and drive back-office requirements to support objectives
Manage escalations from customers, account teams and Field Operation Engineers.
Recruit, hire, manage, evaluate, motivate employees
Education, Experience and Skills Requirements
Bachelor’s degree, preferably in Computer Science or EE, or equivalent experience.
7-10+ years experience in construction management for in-building DAS, low voltage electric or structured cabling.
7-10+ years Experience with a Network Services Provider (Cable MSO, Telco, CLEC, ILEC, ISP) or with a Network Equipment vendor servicing the Network Services Provider sector, in a department management function such as Field Service Engineering, Field Operations, Customer Support, Customer Service, Professional Services, etc.
Technical domain knowledge
Strong technical knowledge in Telecoms, Wireless, Structured Cabling and MDU systems and standards, as well as their deployment and management.
Background in technologies including LAN/WAN, IP and emerging technologies, as well as Network Service Providers’ OAM&P practices and procedures.
