Field Support Manager

Purple Cow Internet; Dartmouth; On-site; CAD 70,000 - 95,000; Full time

Job summary

Purple Cow Internet is seeking a Field Support Manager to lead the day-to-day operation of our field team delivering Cable and Fibre Wifi, TV and home phone services. This boots-on-the-ground role works in the field with technicians, owning training, safety, and quality of workmanship to ensure every install and service call is performed to standard.

You will manage field execution, dispatch, safety, and customer experience, coaching reps, and driving on-time completion while maintaining budget

Qualifications

• Hands-on leadership of field ops across installs, service calls, and maintenance.
• Drive safety, quality workmanship, and customer experience in the field.
• Experience leading field teams in telecom or similar contractor environments.
• Ability to manage dispatch, scheduling, and workload balancing.
• Comfort working in field with techs, not in an office.
• Proven track record of reducing rework and improving first-time fix rates.

Responsibilities

• Lead the daily operation of all field support reps including installs, service calls, and maintenance.
• Manage the daily job board, dispatch, prioritization, and load balancing to ensure timely completion.
• Work in the field with technicians on complex or high-risk jobs to guide resolution.
• Track completion rate, on-time arrival, and jobs-per-tech-per-day; remove blockers.
• Own inventory counts, budget management, and forecasting for the field team.
• Set safety standards, ensure training and certifications are up to date.

Skills

Field Ops Leadership

Safety Leadership

Coaching & Development

Customer Experience

Execution & Ownership

Contractor Background

Field Team Management

Job description

Lead the day-to-day operation of our field support team supporting Cable and Fibre Wifi, TV and home phone services. This is a boots-on-the-ground role — out in the trucks, in the trenches, and at the pole alongside the techs, not behind a desk. Own training, safety, and quality of workmanship in the field while making every customer install and service call feel magical. Success is measured by job completion, safety record, quality of work, and the customer experience our techs deliver.

Schedule & Availability

This is not a standard 9-to-5 role. Saturday availability is required, and the manager must be reachable to answer customer and team calls until 8:00 pm

Responsibilities

Field Execution & Productivity

• Lead the daily operation of all field support reps including installs, service calls, and maintenance.
• Manage the daily job board ,dispatch, prioritization, and load balancing — so jobs are completed, not held or cancelled.
• Be in the field: ride along, jump on escalations, and work shoulder-to-shoulder with techs on complex or high-risk jobs.
• Track and drive completion rate, on-time arrival, and jobs-per-tech-per-day; remove blockers that slow the team down.
• Own basic inventory counts, budget management, and forecasting for the field team — track stock and equipment, manage to budget, and forecast labour and material needs.

Quality of Work

• Hold the line on workmanship standards across all lines of business
• Drive first-time fix and reduce repeat truck rolls; make sure the fix sticks and the install is done to spec.
• Inspect completed work, give direct feedback, and capture recurring quality issues to fix at the root.
• Maintain technical depth in both TPIA (cable/coax, signal levels, and Fibre (GPON/FTTH, splicing, ONT/optical levels).

Safety & Compliance

• Own field safety — ladders, heights, vehicles, electrical, and confined/aerial work — and lead by example, every job, every day.
• Keep certifications, training, and safety tickets current across the team; never let the crew work out of compliance.
• Set and enforce standards for tools, test equipment, vehicles, and PPE.
• Investigate incidents and near-misses, close gaps quickly, and build a no-shortcuts safety culture.

Training & Development

• Build and run hands-on training for new and existing techs across
• Shorten onboarding ramp time through structured ride-alongs, shadowing, and field certification.
• Coach in the moment — at the truck, at the pole, at the customer's door — and document development plans.
• Grow a crew that's cross-skilled, confident, and capable on either line of business.

Customer Experience Impact

• Make every truck roll a magical customer moment — on-time, professional, tidy, and clearly communicated.
• Set the tone for empathy and respect in the customer's home; the tech is the face of Purple Cow.
• Lift install and service NPS by ensuring jobs are done right, explained well, and left clean.
• Surface field-level pain points and customer feedback back into operations and product.

Experience

• Broadband Field Operations Expertise - Hands-on understanding of customer premise installation, troubleshooting, and repair across both hybrid coax and fibre access networks.
• Hands-On Leadership - Leads from the field, not the desk; will do the work alongside the team.
• Safety First - Sets and enforces an uncompromising safety standard.
• Coaching & Development - Builds skill and confidence through direct, in-the-moment coaching.
• Customer Experience -Turns every service visit into a magical, professional interaction.
• Execution & Ownership - Gets it done — keeps jobs moving and owns the outcome.
• Contractor Background (Preferred) - Ideally has worked as a contractor or managed contractors, and is already accustomed to the pace, demands, and realities of field work.

Join us as a Field Support Manager and become a vital part of a vibrant team dedicated to delivering outstanding support solutions! Your leadership will inspire excellence, foster innovation, and elevate our service standards.

About Purple Cow Internet

Founded in 2019 by two Nova Scotians, Purple Cow Internet offers amazing internet and exceptional service at just $60/month. Our commitment to customer experience has earned us a 4.8-star Google rating and a reputation for going above and beyond.