General Summary of Position:
The Manager of MFS is responsible for leading and overseeing field operations related to the installation,
maintenance, troubleshooting, and repair of telecommunications infrastructure and customer services. This role
ensures operational excellence, workforce productivity, customer satisfaction, and adherence to company
performance standards. The Manager serves as a key leader driving service delivery, employee development, and
operational efficiencies across the field organization.
Duties and Responsibilities:
Team Management:
- Recruit, develop, mentor, and retain high-performing field service personnel.
- Conduct regular performance reviews and coaching sessions.
- Establish clear productivity expectations and accountability measures.
- Foster a culture of safety, customer focus, teamwork, and continuous improvement.
- Ensure proper staffing levels to meet business demands.
- Collaborate with other teams and offices for all MFS staff
Customer Experience:
- Maintain high customer satisfaction scores through quality service delivery.
- Resolve escalated customer issues and service concerns promptly.
- Partner with internal departments to improve customer communication and service outcomes.
- Identify trends impacting customer experience and implement corrective actions.
Performance Management:
- Track and report key operational KPIs including:
- Technician productivity
- SLA attainment
- First-time fix rates o Employee engagement metrics
Required Qualifications:
Education:
· Bachelor's degree in Business, Telecommunications, Operations Management, or related field
preferred.
· Equivalent combination of education and experience considered.
Experience:
· 5+ years of telecommunications field operations experience.
· 3+ years in a leadership or management role.
· Experience managing large technician workforces across multiple locations.
· Strong understanding of fiber, broadband, wireless, and telecommunications technologies.
Skills:
· Leadership and team development.
· Workforce management and scheduling.
· Financial and budget management.
· Customer service excellence.
· Data analysis and KPI management.
· Strong communication and conflict resolution skills.
· Project management and operational planning
Preferred Qualifications:
Education & Certifications:
- Project Management Professional (PMP)
- OSHA 30 Certification
- Six Sigma Green Belt or Lean Certification
Industry Experience:
7+ years of telecommunications field operations experience.
5+ years managing multi-state or regional field service organizations.
Background in managed service provider (MSP) or field services outsourcing environments.
Technical Knowledge of:
- Fiber optic networks · Broadband and cable infrastructure
- Wireless technologies (4G/5G)
- Enterprise telecommunications services
- Network maintenance and outage restoration
- Familiarity with workforce management systems, dispatch platforms, and field service management tools.
Granite delivers advanced communications and technology solutions to businesses and government agencies throughout the United States and Canada. We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100. Granite has over $1.85 Billion in revenue with more than 2,100 employees and is headquartered in Quincy, MA. Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.
Granite has been recognized by the Boston Business Journal as one of the "Healthiest Companies" in Massachusetts for the past 15 consecutive years.
Our offices have onsite fully equipped state of the art gyms for employees at zero cost.
Granite's philanthropy is unparalleled with over $300 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer's Association to name a few.
We have been consistently rated a "Fastest Growing Company" by Inc. Magazine.
Granite was named to Forbes List of America's Best Employers 2022, 2023 and 2024.
Granite was recently named One of Forbes Best Employers for Diversity.
Our company's insurance package includes health, dental, vision, life, disability coverage, 401K retirement with company match, childcare benefits, tuition assistance, and more.
If you are a highly motivated individual who wants to grow your career with a fast paced and progressive company, Granite has countless opportunities for you.
EOE/M/F/Vets/Disabled
Skills Required
- Bachelor's degree in Business, Telecommunications, Operations Management, or a related field, or equivalent education and experience
- 5+ years of telecommunications field operations experience
- 3+ years of leadership or management experience
- Experience managing large technician workforces across multiple locations
- Strong understanding of fiber, broadband, wireless, and telecommunications technologies
- Leadership and team development skills
- Workforce management and scheduling experience
- Financial and budget management experience
- Customer service and conflict resolution skills
- Data analysis and KPI management skills
- Project management and operational planning skills
- Project Management Professional certification
- OSHA 30 Certification
- Six Sigma Green Belt or Lean Certification
- 7+ years of telecommunications field operations experience
- 5+ years managing multi-state or regional field service organizations
- Background in managed service provider or field services outsourcing environments
- Knowledge of fiber optic networks, broadband and cable infrastructure, wireless technologies, enterprise telecommunications services, network maintenance, and outage restoration
- Familiarity with workforce management systems, dispatch platforms, and field service management tools
Granite Telecommunications Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Granite Telecommunications and has not been reviewed or approved by Granite Telecommunications.
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Healthcare Strength — Health, dental, and vision coverage are often highlighted as strong, with several mentions of robust healthcare benefits. Feedback suggests the core medical offerings are a notable advantage within the package.
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Retirement Support — A 401(k) with company match is frequently cited as a meaningful positive. Feedback suggests the retirement program contributes appreciably to overall total rewards.
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Strong & Reliable Incentives — Sales roles feature uncapped commissions and bonus potential that can materially increase total earnings for strong performers. Feedback suggests variable compensation can be highly rewarding when performance targets are achieved.
Granite Telecommunications Insights
What We Do
Granite is a dynamic and rapidly growing company serving the exciting and demanding Telecommunications market. 2018 EIS awardee. The success we have achieved to date has been the direct result of the outstanding team of people that make up our company. It is a team that is committed to satisfying customers by producing, and supporting high quality, cost effective telecommunications solutions. We gain satisfaction from exceeding our customer expectations by doing the best possible job we can, and continuously improving what we do and how we do it. Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success. Granite is one of the premier telecommunications solutions providers for businesses across the United States and Canada. With unparalleled North American coverage, Granite is the leading corporate phone service provider to multi-location companies through our scalable solutions, customized to manage all your local, regional and national locations. Through long-term commercial wholesale contracts, Granite offers dial-tone, infrastructure solutions, advanced data services, broadband, and security services to our customers at significant savings. Enjoy on-line location pre-qualification, order entry, order tracking and revenue reporting along with premier account managers.
