Field Service Manager

Wisper ISP is a leading wireless internet service provider in the Midwest. We base our everyday interactions with our customers, communities and employees on our Core Values: Humbly Confident, Committed to Serving One Another, Focused On Customer Experience, Driven To Solution, with a love for Life-Long Learning. We believe in supporting the communities in which we provide internet service by hiring employees who live within that community. If you are looking for a family-oriented, positive, and fun work environment where health insurance, vision/dental, life insurance, long/short term disability, 401k, paid time off, paid holidays, and professional growth is offered- please join our Wisper team!

Field Service Manager

Wisper Internet is seeking a full time exempt Field Service Manager to join our Field Operations team. This role is responsible for the day-to-day tasks of our Field Service Technicians and will perform work in all areas of our network. Responsibilities will include ensuring completion/compliance of Field Service Tech work on site at customer locations & through company databases. Performing Field Service Tech duties as needed is a requirement to ensure a consistent customer experience.

Essential Job Functions

• Serve as leadership, management & accountability for Field Service Technicians
• Collaborate with internal departments to ensure smooth workflow for FSTs
• Perform managerial tasks such as reviewing employee time cards for completion/accuracy while minimizing over time hours, etc.
• Work with GMs & Training Managers to review & update the Field Service Tech training manual
• Perform random audits of FST work at customer locations for Quality Control purposes
• Perform random audits of FST vehicles
• Resolve customer complaints as needed
• Participate in & monitor customer service activities & experience
• Receive, research, & perform service recovery for clients
• Collaborate with Dispatch to review scheduled jobs to ensure route efficiency
• Assist in departmental training programs & education
• Participate in maintaining a cost effective & adequate staffing plan
• Collaborate with GM to monitor & operate within annual operating budget
• Create & maintain an environment of lifelong learning
• Other duties as directed

Job Requirements

• High School Diploma or equivalent
• Valid drivers license
• Ability to be added to Company auto-insurance policy
• 2 years demonstrated Internet Service Provider/relevant work experience
• 2 years experience managing/leading a minimum of 20 staff
• Ladder/Climbing experience
• Legally authorized to work in country of employment w/out requiring sponsorship for employment visa status, now or in the future
• Must pass a background check, MVR & drug screen

Desired Skill & Competencies

• Experience with Microsoft Office
• Ability to speak with customers in a professional manner
• Ability to adapt to multiple interruptions/adjustments to schedule & work in a fast-paced environment
• Effective problem-solving skills
• Demonstrate personal accountability; be punctual for appointments/meetings

Working Conditions

• Fast-paced environment with multiple changes to schedules/fluctuating priorities
• Work is performed primarily outdoors & in all weather conditions
• Work is performed at rooftop heights & tight spaces

Physical Requirements: X-Heavy: Lifting 25 lbs.

Salary : $55,000 - $60,000