Manager - Field Support

Intello Technologies Inc.; Montreal; Hybrid; CAD 88,000 - 132,000; Full time

Job summary

An established industry player is seeking a dynamic leader to drive exceptional service delivery and community engagement. This role involves mentoring a team of skilled professionals, implementing training programs, and ensuring high-quality technical services. You'll play a pivotal part in enhancing customer experiences and fostering community relations while managing operational budgets and compliance. This exciting opportunity offers a chance to make a significant impact in a fast-paced environment that values innovation and teamwork, making it ideal for those passionate about customer service and community engagement.

Benefits

Minimum 3 weeks of vacation

Flexible benefits plan

Generous company matched pension

Career growth opportunities

Community engagement initiatives

Qualifications

• 5+ years in telecommunications or related field service operations.
• Proven leadership in managing technical teams.
• Strong understanding of telecommunications technology.

Responsibilities

• Lead and mentor a team of Field Technicians.
• Develop training programs to enhance technical skills.
• Monitor team performance and provide feedback.

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

Education

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

Tools

Field service management software

Project management certification

Job description

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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

1. Lead and mentor a team of Field Technicians, fostering a culture of excellence and continuous improvement
2. Develop and implement training programs to enhance technical skills and customer service capabilities
3. Monitor team performance metrics and provide constructive feedback for growth
4. Ensure consistent delivery of high-quality technical services that meet TELUS standards
5. Implement and maintain best practices for field service operations
6. Drive customer satisfaction through proactive problem-solving and service quality initiatives
7. Analyze service metrics and implement strategies for improvement

Community Engagement

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

Operational Management

1. Manage operational budgets and resource utilization
2. Ensure compliance with safety protocols and industry regulations
3. 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
• 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 regularly 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.

Salary Range: $88,000-$132,000

Performance Bonus or Sales Incentive Plan: 20%

Actual total compensation will be determined based on factors such as knowledge, skills, performance, and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually, or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more …

Please note that the compensation shown in the job posting may be subject to change in 2025.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Operations

We’re the ones that design, build, repair, and maintain the billions of dollars’ worth of infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M Days volunteered in our communities.

70% Team members that work at home or are mobile.

15.2 Million customers that TELUS is serving across Canada.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.