Associate Manager-Field Services

About the role

The Associate Manager-Field Services provides functional leadership and direction to non-exempt Field Service roles and external contractors in assigned areas, supporting capital projects, inside and outside plant maintenance, installation, and repair of customer products and services. This role focuses on delivering premier customer service and technical expertise while achieving key operating metrics such as customer-facing targets, capital goals, overtime management, quality assurance, inventory management, technician development, and budget adherence. The position requires 24/7 availability and may lead teams scheduled to work 7 days per week. Responsibilities include managing front-line escalations from internal teams (Sales, Customer Repair, Network Engineering, NOC, Service Activation, WFM, etc.) and handling customer and community escalations professionally. The role also involves local vendor selection and management of drop contractors, network maintenance vendors, and facilities services (e.g., janitorial, snow clearing, lawn mowing, HVAC, generators, electrical). This is an in-person role based at our warehouse location in Weston, Wisconsin.

Responsibilities

• Direct activities and personnel for the proper installation and repair of TDS products and services to meet customer expectations.
• Provide leadership to teams involved in network growth, maintenance, and customer service to create a challenging and rewarding environment.
• Assist Network Services in planning and executing capital projects to ensure timely and cost-efficient completion.
• Ensure compliance with all TDS policies, processes, and procedures.
• Maintain strong working relationships with adjacent teams.
• Ensure the team understands TDS’ goals and is coached through process improvements as needed.
• Serve as the management point of contact for all TDS network equipment and customer-related issues in specific markets.
• Manage local vendor selection and oversight of drop contractors, network maintenance vendors, and facilities management (e.g., janitorial, snow clearing, lawn mowing, HVAC, generators, electrical).

Requirements

• Bachelor’s degree (or higher) OR 4+ years of professional work experience.
• Must have and maintain a valid driver’s license.
• 3+ years in the telecom industry.
• 2+ years’ experience in a supervisory role or equivalent leadership experience.

Qualifications

• Strong technical background with a focus on delivering broadband-based services and superior customer service.
• Demonstrated focus on associate safety.
• Ability to coach teams during emergency conditions such as network outages and cable breaks.
• Availability to work off-hours when situations dictate.
• Ability to manage multiple tasks while maintaining a positive attitude.
• Excellent problem-solving skills, strong leadership ability, and interpersonal skills.
• Sense of urgency and a "can-do" attitude.
• Customer Focus, Management, and/or Total Quality Management training considered a plus.
• Enjoyment of team building, teaching, and coaching.
• Computer proficiency required.
• Ability to multi-task and maintain urgency for separate issues.
• Ability to handle stressful network outages or customer-impacting situations calmly.

If you meet the required qualifications but are unsure about alignment with other qualifications, we encourage you to apply. Research shows candidates often hesitate if they don’t meet 100% of qualifications, but relevant skills and experience can still lead to success.

Benefits

Associates scheduled to work 20 or more hours per week have access to:

• Medical, dental, and vision coverage.
• Life insurance.
• 401(k) plan.
• Generous vacation and paid sick leave.
• Seven paid national holidays and one floating holiday.
• Paid parental leave (6 weeks after 12 months of employment).
• Adoption and surrogacy assistance.
• Employee assistance and wellness programs.

Associates working 30 or more hours per week additionally have access to:

• Short-term and long-term disability.
• TDS service discounts.
• Education assistance.
• Paid volunteer time.

All associates may participate in Associate Resource Groups designed to encourage community and professional development.

Pay

The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards.

Pay Range: $75,300.00/Yr. - $122,300.00/Yr.