Mgr, Field Operations

GCI - Juneau, AK

- Mid Level

Remote - Juneau, AK

Telecommunications

About the position

GCI's Field Operations Manager will directly supervise and manage the technical workforce responsible for the installation, maintenance, and repair of telecommunications infrastructure, ensuring service excellence and operational efficiency. This position is focused on training, developing, and mentoring the team while ensuring compliance with company standards and regulatory requirements.

Responsibilities

• Fully own the mission, goals, operations, and results of the team and areas of responsibility.
• Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide.
• Ability to accurately communicate information virtually, over the phone, and in-person in a clear and concise manner to a range of audiences.
• Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports.
• Ability to effectively convey technical information, concepts, and expectations in a clear and concise manner to a range of technical and non-technical audiences.
• Ability to accurately convey technical information clearly and concisely in work orders and follow-up reports.
• Ability to accurately articulate information in presentation format in front of internal and external customers.
• Demonstrated ability to maintain confidentiality, adhere to safety protocols, accurately document work orders, and safeguard company assets.
• Ability to grasp customer needs and expectations and negotiate realistic, economical solutions.
• Demonstrated commitment to resolving customer concerns and ensuring positive service experiences.
• Demonstrated skill in dealing with escalated and emotional customers who may be uncooperative.
• Demonstrated knowledge in residential construction/wiring practices and programming/hook-up of consumer electronics equipment.
• Demonstrated knowledge to evaluate and calculate drop system, multi-unit, and commercial design criteria.
• Strong understanding of HFC, Fiber Optic, and RF systems, including installation, maintenance, and repair techniques.
• Comprehensive understanding of the use of standard test devices such as Digital Signal Analysis Meter, Volt-Ohm Meter, and 136B Test Set.
• Comprehensive understanding of telecommunications terminology, company and industry standards, and safety codes.
• Comprehensive understanding of GCI Consumer Product Lines, to include GCI TV, High-Speed Internet, and Telephony services.
• Demonstrated understanding of Coax and Twisted Pair installation, troubleshooting, and repair.
• Ability to organize assignments, equipment, and routing to maximize productivity.
• Ability to accurately analyze service problems and develop timely solutions.
• Ability to differentiate line problems and outages from drop related problems through accurate analysis of troubleshooting.
• Ability to accurately interpret and apply applicable NEC, NESC, OSHA, and FCC regulations, and company policies and procedures.
• Ability to read and navigate using maps, to include internal plant maps, borough utility maps, and street maps.
• Ability to promote a safety-first culture and ensure all field activities meet regulatory and company standards.
• CHANGE MANAGEMENT: champions and supports department and company change.
• DECISION MAKING: uses sound, logical judgment based on data, research, and experience to choose an appropriate course of action.
• Establishing the vision and tone for the department, consistent with company culture and mission.
• Establishing clear, measurable, and achievable goals and performance expectations and following up appropriately.
• Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally.
• Providing clear and accurate feedback to individuals and teams on a timely and consistent basis.
• Identifying and addressing performance problems early and effectively before they damage GCI's interests and demoralize other employees.
• Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions.

Requirements

• A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis.
• High School diploma or equivalent.
• Bachelor's degree in telecommunications, electronics, engineering, business management, or related field.
• Minimum of seven (7) years of experience in Field Operations supporting residential and construction wiring in the telecommunications industry with a focus on HFC, Fiber, and related technologies.
• Including a minimum of three (3) years in a supervisory or management position leading field technicians in installation, maintenance, or troubleshooting.

Nice-to-haves

• SCTE Broadband Transport Specialist (BTS), SCTE Broadband Distribution Specialist (BDS) certification.
• Telecommunications experience.
• Other relevant telecom industry or job specific certifications.

Benefits

• Participation in an on-call rotation to provide support for after-hours field emergencies and service disruptions.
• Regular fieldwork, including site visits and ride-alongs with technicians.
• May require extensive travel on short notice.
• Extended periods of travel may be required to assist with training personnel across various departments.