Field Service Manager

Job Title: Field Service Manager

Location: Greater Springfield Area – Chicopee, MA

Start Date: Immediate

About Gateway:

Gateway Fiber is seeking an outstanding individual to fill our Field Service Manager role. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.

Gateway’s Beliefs About People:

Gateway believes that people want to know they are cared for both professionally and personally at work. We all share a clear vision of where the company is going and how our contributions positively affect our culture and operational performance. At Gateway, we lookout for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company’s vision. We strive for a transparent environment where information is readily shared and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway’s beliefs about people shape the company and the way we do business. 

Expected Outcomes and Requirements:

Gateway is hiring a Field Service Manager to lead our customer premise installation experience while upholding our commitment to safe work and customer satisfaction in support of our goal of adding 100,000 residential & business passings per year. The Field Service Manager is expected to contribute in the following significant ways:

• Lead Gateway’s Fiber Optic Installation team culture of safe-work, customer experience, technical craftmanship, and adherence to quality standards.
• Ensure quality control checks are completed to Gateway’s standards.
• Perform and record field safety observations in accordance with Gateway’s standards.
• Provide support and direction for Fiber Optic Installation Technician team.
• Resolve and proactively prevent customer and technical escalations.
• Establish positive employee relations through effective individual and team communication.
• Regularly observe and mentor employees regarding safe-work behaviors, quality, productivity, customer service skills, and general well-being.
• Ensures Fiber Optic Installation Technicians have and maintain necessary company issued tools, equipment, and vehicles.
• Facilitates cross-functional communications and cooperation with internal departments and external service providers.
• Instill knowledge of company products, services, and general work expectations.
• Maintains records and documents in accordance with company policies and procedures.

What you’ll bring to the table:

• Advanced understanding of TCP/IP.
• Advanced knowledge of network designs, network architectures, and network technologies.
• 3+ years as a Fiber Optic Installation Technician and experience managing teams.
• Associates degree in electronics or similar field, or equivalent work experience preferred.
• Supervisory experience in a technical environment preferred.
• Data analytics and reporting capabilities.
• Ability to walk over all types of terrain in all kinds of weather carrying assorted tools.
• Ability to work standing 45-65% of the time.
• Ability to work with various hand tools, battery powered, and non-battery powered.
• Ability to differentiate between different sizes and colors of wires.
• Excellent verbal and written communication skills.
• Complex problem-solving skills.
• Good organizational skills.
• Ability to multi-task.
• Strong follow-up skills, accuracy, and attention to detail.
• Proficiency (MS Office-Word, Excel, Outlook).

What's in it for you?

• Seeing your work make a positive difference in the lives of our served communities.
• Competitive salary and comprehensive benefits (medical, dental, vision, paid time-off, flexible environment).
• Welcoming, innovative company with high growth projections.
• Career development.
• To learn skills and participate in critical projects in all areas of the business.