The Regional Manager-Field Services manages the first line Field Services Managers who are responsible for all day-to-day technical support of the TDS Telecommunications network and our customers. This includes ultimate responsibility for all residential and commercial customer installations, as well as trouble resolutions in their respective region. Provides leadership pertaining to all network and customer affecting activities in specified regions including assisting in coordinating of all change management activities intended to minimize customer impact. Coaches, mentors and assists with career planning for first level Field Services Managers and overall technical staff. Helps develop and refine processes and procedures and communicates these operational measures and other information to first level Managers. Keeps all team members apprised of changes in policies, products and services. Develops, tracks and reports all key performance measurements for their respective region such as mean time to repair on all trouble severity’s and adhering to accepted service delivery intervals for all TDS products and services. Ensures proper coordination of all activities within region with adjacent internal teams. Handles all third-level escalations of customer complaints prior to PUC involvement and communicates directly with commercial and residential customers as appropriate. Assists the business unit Vice President with budget development and adherence for respective region and is responsible for an annual budget of approximately $25 million. Manages a diverse geographic team comprised of approximately 100 or more employees that install and maintain all facets of the TDS inside plant and outside plant networks. Ultimately responsible for all repairs of service impairments caused by emergency situations that adversely affect any portion of the TDS networks. (This list includes, but is not limited to catastrophic events such as floods, tornados, hurricanes, etc.) This position requires 7x24x365 availability for any and all leadership functions noted above.

This position will have oversight of all markets in Tennessee, South Carolina, Alabama, Mississippi, Florida, and Georgia.

This position is eligible for remote work.

TDS Telecommunications LLC (TDS Telecom/TDS^®) delivers high-speed internet, TV entertainment, and phone services to nearly 900 rural, suburban, and metropolitan communities across the U.S. With more than 1.2 million connections, TDS is one of the fastest growing technology companies in the United States. Powered by fiber-optics and new industry-leading technologies, TDS delivers up to 1 Gigabit internet speeds and offers internet-protocol based TV entertainment solutions along with traditional phone services. TDS also offers businesses VoIP advanced communications solutions, dedicated internet service, data networking, and hosted-managed services. Visit tdstelecom.com.

TDS Telecom, headquartered in Madison, Wis., employs more than 2,800 people and is a subsidiary of Telephone and Data Systems, Inc. [NYSE: TDS], a Fortune 1000^® company. Founded in 1969, TDS Inc. employs 9,400 people and has approximately six million connections nationwide through its businesses U.S. Cellular, TDS Telecom, OneNeck IT Solutions LLC, and TDS Broadband Service. TDS Inc. has been named to several Forbes lists, including America’s Best Employers for Diversity, Best Large Employers, and Best Employers for Women. Visit tdsinc.com.

Resource Management & Development

• Hires, motivates and provides leadership and guidance to a team of Managers within Field Services to ensure high performance and continual goal achievement.
• Responsible for overall team performance in meeting or exceeding established goals and oversees network quality, trouble resolution time frames, and service installation intervals. This includes management of all contractors used to augment core Field Service teams in support of our network and customers.
• Conducts quarterly and annual performance reviews, including individual coaching and guidance where necessary. Ensures the establishment of a team-wide review process.
• Develops employees to ensure a high level of personalized technical support, particularly regarding escalated customer issues.
• Ensures that appropriate developmental and technical training programs are implemented and attended by all team members in respective region.
• Conducts regularly scheduled meetings and special events.
• Recognizes employees for achievements.
• Handles escalated employee issues in conjunction with Human Resources policies.
• Approves expense reports, time reports, time off, and is accountable for proper staffing and employee scheduling.
• Responsible for maintaining accurate inventory levels to meet on time delivery of all TDS products and services, as well as maintaining accurate spare equipment levels to allow for timely repairs of all network devices within specific region.
• Responsible for all contracts developed and used in the support of Field Services activities.

Technical Support

• Provides technical direction and leadership for assigned markets and assists peers within adjacent teams as required.
• Monitors overall service levels, customer satisfaction and technical performance for assigned markets.
• Provides input into development of processes and ensures compliance with overall policies and procedures.
• Assists in development of short and long range planning to ensure.

Revenue Assurance

• Monitors all expenses within respective region.
• Assists in the development of financial and budgetary objectives.

Products & Services

• Manages, executes and supports marketing and sales plans by enthusiastically leading management team and employees to the achievement of overall team objectives.
• Manages, executes and supports plans and programs to ensure that high quality is delivered to delight our customers on all service installations and all trouble resolutions.
• Assists MSCO peers with identifying new areas for products and services. Provides feedback to leadership and adjacent teams to improve existing products by helping to identify current strengths and weaknesses. Includes PAC team involvement and process development support for all new products and services.

Required Qualifications

• Bachelor’s degree or higher OR 4+ years of professional work experience.
• 6+ year’s technical supervision.
• 5+ years experience managing projects from concept to implementation.

Other Qualifications

• Strong understanding of the telecommunications industry, products and services and trends as well as all of the specific TDS products and services.
• Excellent verbal, written and presentation communication skills.
• Proven ability to demonstrate sound judgment with regard to daily responsibilities and emergency situations.
• Expected to visit all areas within identified region and is subject to the same working conditions of all of the technicians within their teams.
• This is a 7x24x365 mandatory availability position.

Benefits

As a part of your total compensation, #TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have. For an overview of what we have to offer for full-time employees including vacation, health benefits and retirement options please click here.

At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law. To learn about our diversity & inclusion philosophy and culture, click here!