Mgr-Community & Service Excellence (In-Office)

Description

About the Role

We are seeking a dynamic Field Manager to lead a frontline team of 15-20 technicians, driving our 2026 North Stars of "Purposeful Growth & Value" and "Unwavering Customer Focus".

This position plays a crucial role in empowering Field Technicians, adapting on the fly to operational challenges, relaying critical information up the chain, and acting as a frontline sales leader. You will be the execution leader in the field, responsible for directing daily operations and protecting the customer experience. By maximizing customer value and wallet share, you will help us evolve into an EBITDA-positive growth engine

Key Responsibilities

• Team Leadership, Sales Coaching & Development


• Conduct dedicated team coaching, including 1:1s, ride-a-longs, and career development
  sessions to build both technical and sales competencies


• Drive technician engagement and lead the local execution of engagement and recognition plans


• Lead daily technician performance, addressing immediate performance issues and coaching the team on identifying customer needs to maximize field sales opportunities


• Participate in peer-to-peer mentorship and national or provincial primeships

Service & Sales Excellence

• Manage key programs in the field, specifically driving our ASPIRE sales program, alongside FTRS and repair reduction initiatives


• Champion sales leadership by motivating technicians to meet or exceed ASPIRE targets and seamlessly blending service delivery with revenue generation


• Own day-to-day business operations, issue resolution, and in-day customer escalations


• Monitor productivity metrics, conduct Voice of the Customer (VOC) check-ins, and own direct customer relationships


• Support ad hoc sales requests and collaborate cross-functionally to capture new business directly from the field

Operational Management & Strategic Alignment

• Execute mandatory Start of Day interlocks with dispatch and participate in weekly operational huddles


• Track and report team expenses while actively submitting necessary budget requests


• Lead routine safety reviews and ensure complete technician compliance with financial and operational policies


• Build and maintain strong relationships with local community stakeholders to champion a
  community-first approach


• Report field-level insights upward to directors to help shape broader regional sales and service strategies

Qualifications

Required Qualifications

• 5+ years of experience in telecommunications or related field service operations


• Proven leadership experience managing technical teams and driving operational and sales execution


• Advanced problem-solving capabilities, specifically in operational triage, real-time decisionmaking, and closing field-level business


• Advanced knowledge of English is required to interact with internal and external parties, as well as to navigate IT tools with English-only interfaces on a national scope

Required Skills

• Outstanding communication skills with the ability to provide rapid alignment during exception days


• Strong organizational skills for managing time, attendance tracking, and fleet or corporate card procedures


• Crisis management expertise to handle operational escalation support effectively while
  maintaining a customer-centric focus

Preferred Qualifications

• Experience with field service management software and sales tracking tools


• Bilingual capabilities (English/French)