Director of Field Services - Wire 3 : Job Details

Wire 3 is dedicated to delivering affordable, fast, high bandwidth data services to households in our local communities at an affordable cost. An important part of this mission is providing our customers with not only the best internet service in Florida, but also providing the attentive customer care our customers deserve. Wire 3's fiber optic technology ensures that our service provides the fastest, most reliable connection so our customers experience fewer disruptions. Wire 3 is a private equity backed company looking to aggressively grow our team with motivated and talented individuals. Our staff is comprised of passionate, collaborative people working together towards a common goal. And, as a fast-growing organization, we're looking for motivated new team members to help us deliver for our customers. JOB OVERVIEW:The Director of Field Services is responsible for overseeing the Field Service Department, driving operational excellence, and ensuring alignment with company objectives. This leadership role requires a strategic thinker who can manage resources, develop teams, and foster high customer satisfaction. Reporting to the Vice President of Operations, the Director will lead regional teams, manage contractor relationships, and optimize workforce efficiency while supporting the company's growth and expansion initiatives.RESPONSIBILITIES:Leadership and Management:

• Oversee and manage the Field Service Department, ensuring operational excellence and alignment with company objectives.
• Develop and maintain Key Performance Indicator (KPI) reports to track and improve employee metrics, including Cost Per Install, schedule availability, callback rates, and customer satisfaction. Regularly present these metrics to the Vice President of Operations and company leadership.
• Ensure all regions are adequately staffed and resourced, collaborating with the VP of Operations for strategic planning and resource allocation.
• Supervise Regional Field Service Team Leads, ensuring proper management and staffing in each region.
• Identify and address departmental challenges, implementing solutions to enhance efficiency and ensure seamless operations.
• Drive departmental success by achieving utilization targets and maintaining high customer satisfaction ratings.
• Manage relationships with contractors to ensure effective partnerships and performance.

Workforce and Schedule Management:

• Create and oversee work schedules in collaboration with regional Team Leads to meet capacity and operational goals.
• Assign technicians strategically to optimize efficiency and coverage across regions.
• Coordinate with other departments to align customer service and sales needs, efficiently handling trouble tickets within technician schedules.

Resource Planning:

• Collaborate with Team Leads to ensure teams are well-equipped with the necessary personnel, vehicles, tools, and supplies in each region.
• Assist with product selection and testing to meet operational requirements.
• Gather and relay feedback from Team Leads to the VP of Operations, driving procedural improvements.
• Support the expansion into new regions by planning and meeting resource requirements within defined timelines.
• Partner with sales and marketing teams to align capacity planning with sales output.

Mentorship and Development:

• Recruit, train, and mentor Team Leads, equipping them with the skills and knowledge to excel in their roles.
• Play a key role in the hiring and onboarding process for new team members, ensuring a strong and capable workforce.

QUALIFICATIONS:

• Proven experience in a leadership role within field services, operations, or a related field.
• Strong analytical skills with the ability to track, interpret, and present KPI data.
• Excellent resource planning and workforce management abilities.
• Experience managing and mentoring diverse teams across multiple regions.
• Strong problem-solving skills with a focus on efficiency and customer satisfaction.
• Ability to build and maintain relationships with contractors and cross-departmental teams.
• Exceptional communication skills for team collaboration and leadership reporting.
• Bachelor's degree in Business Administration, Operations Management, or a related field (preferred).

BENEFITS:

• Minimal Travel is Required.
• Dynamic Company Culture with Diverse Growth Opportunities.
• Learning And Development Fuels Career and Personal Growth.
• Peace Of Mind - Paid Health Insurance Coverage for You and Your Family.
• Time For Yourself - 3 Weeks Paid Time Off (PTO) After 90 Days Probation.
• 5 Days Sick Leave from start date
• 6 Major Holidays Off
• 401k Company Match.