Manager - Field Support

Description

Position Overview

A dynamic leadership role responsible for driving exceptional service delivery and community engagement within TELUS's field operations team. This position plays a crucial role in supporting and empowering Field Technicians while ensuring superior customer experiences.

Key Responsibilities

Team Leadership & Development

• Lead and mentor a team of Field Technicians, fostering a culture of excellence and continuous improvement
• Develop and implement training programs to enhance technical skills and customer service capabilities
• Monitor team performance metrics and provide constructive feedback for growth
  
  
  

Service Excellence

• Ensure consistent delivery of high-quality technical services that meet TELUS standards
• Implement and maintain best practices for field service operations
• Drive customer satisfaction through proactive problem-solving and service quality initiatives
• Analyze service metrics and implement strategies for improvement
  
  
  

Community Engagement

• Build and maintain strong relationships with local community stakeholders
• Coordinate community outreach initiatives and technical support programs
• Act as a liaison between field operations and community partners
• Champion TELUS's community-first approach in service delivery
  
  
  

Operational Management

• Manage operational budgets and resource utilization
• Ensure compliance with safety protocols and industry regulations
• Coordinate with cross-functional teams to improve service delivery
  
  
  

Qualifications

Required

• 5+ years of experience in telecommunications or related field service operations
• Proven leadership experience managing technical teams
• Strong understanding of telecommunications technology and industry trends
• Excellence in customer service and community relations
• Advanced problem-solving and decision-making abilities
  
  
  

Preferred

• Experience with field service management software
• Bilingual capabilities (English/French)
• Project management certification
  
  
  

Skills

• Outstanding communication and interpersonal abilities
• Strong organizational and time management skills
• Analytical thinking and data-driven decision making
• Crisis management and conflict resolution expertise
• Ability to thrive in a fast-paced, dynamic environment
  
  
  

This position offers an exciting opportunity to make a significant impact on both service delivery excellence and community engagement while leading a team of skilled professionals in TELUS's field operations.

Advanced knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.