As Area Manager you will be responsible for providing functional leadership and direction for Field Service roles, and external contractors (where applicable) in the assigned areas directly supporting projects, outside plant maintenance, installation and repair of customer products and services.
Strong focus on the team's ability to provide premier customer service and technical expertise while exhibiting an elevated level of professionalism in all internal and external interactions.
The position is responsible for achieving all key operating metrics to include customer facing metrics, Quality Assurance program, Inventory Management, Technician development and operating budget adherence.
This position is responsible for management of front-line escalations from teams across Omni Fiber.
This includes managing customer and community escalations in a professional manner.
Responsibilities also include local vendor selection and management of drop contractors and network maintenance vendors.
About us
Founded in 2022 and based in Cincinnati, Ohio, Omni Fiber delivers what people expect from their internet service provider: blazingly fast Internet speeds, unbeatable reliability, 100% in-home coverage, and best-in-class local customer service.
We keep things simple, and that means no contracts, no hidden fees, no data caps, no installation fees, and a 30-day money-back guarantee.
Responsibilities
Direct activities and personnel necessary for the proper installation and repair of Omni Fiber products and Services to ensure customer expectations are met.
Provide leadership to direct team and all other teams involved in Network growth, maintenance and customer service activities that creates and maintains a challenging and rewarding environment.
Assist Network Services in the planning and execution of all capital projects to ensure they are completed in a timely and cost-efficient manner.
Ensure compliance with all Omni Fiber policies, processes, and procedures.
Maintain good working relationships with all adjacent teams.
Ensure the team maintains proper understanding of Omni Fiber's goals and is coached through process improvements as those needs arise.
Management point of contact for all Omni Fiber network equipment and customer related issues in specific market(s).
Required Qualifications
Bachelor's degree (or higher) -OR- 4+ years professional work experience.
Must have and maintain a valid driver's license.
3+ years in the telecom industry.
2+ years' experience in a supervisory role or equivalent leadership experience.
Other Qualifications
Strong technical background a plus with a focus on delivering broadband based services with superior customer service.
Demonstrated focus on employee safety.
Must be able to coach a team of internal direct reports and team of contractors during emergency conditions such as network outages and cable breaks.
Excellent problem-solving skills, strong leadership ability and interpersonal skills necessary.
Must enjoy working with people and team building.
Computer proficiency required.
Must be able to multi-task and maintain a sense of urgency related to each separate issue.
Must be able to handle stressful network outages, and/or customer impacting situations in a calm manner.
Location
Northern and Central Ohio
Compensation
Highly competitive salary + bonus + benefits
Benefits
Generous health, dental, vision, and life insurance
401K match
15 days of PTO + 8 Paid Holidays + 3 Floating Holidays
Company vehicle or mileage reimbursement
Internet service allowance
Cell phone allowance
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