Manager of MFS

Granite Telecommunications, LLC.; Murfreesboro (TN); On-site; USD 90,000 - 130,000; Full time

Job summary

Granite Telecommunications, LLC. is seeking a Manager of MFS to lead and oversee field operations for installation, maintenance, troubleshooting, and repair of telecom infrastructure and services.

You will drive service delivery excellence, workforce productivity, and customer satisfaction across the field organization. The role requires 5+ years in telecom field ops and 3+ years in a leadership capacity, with strong knowledge of fiber, broadband, wireless, and related technologies.

Qualifications

• Bachelor's degree in Business, Telecommunications, Operations Management, or related field (or equivalent experience).
• 5+ years telecommunications field operations experience.
• 3+ years in a leadership or management role.
• Experience managing large technician workforces across multiple locations.
• Strong understanding of fiber, broadband, wireless, and telecommunications technologies.

Responsibilities

• Lead and develop field service staff across locations.
• Drive customer satisfaction through service quality.
• Track KPIs such as technician productivity, SLA attainment, and first-time fix rates.
• Collaborate with teams to improve operations and safety.

Skills

Leadership and team development

Workforce management and scheduling

Financial and budget management

Customer service excellence

Data analysis and KPI management

Strong communication and conflict

Project management and operational

Education

Bachelor's degree or equivalent

Tools

Workforce management systems

Dispatch platforms

Field service management tools

Job description

General Summary Of Position

The Manager of MFS is responsible for leading and overseeing field operations related to the installation, maintenance, troubleshooting, and repair of telecommunications infrastructure and customer services. This role ensures operational excellence, workforce productivity, customer satisfaction, and adherence to company performance standards. The Manager serves as a key leader driving service delivery, employee development, and operational efficiencies across the field organization.

Duties And Responsibilities

Team Management

• Recruit, develop, mentor, and retain high-performing field service personnel.
• Conduct regular performance reviews and coaching sessions.
• Establish clear productivity expectations and accountability measures.
• Foster a culture of safety, customer focus, teamwork, and continuous improvement.
• Ensure proper staffing levels to meet business demands.
• Collaborate with other teams and offices for all MFS staff

Customer Experience

• Maintain high customer satisfaction scores through quality service delivery.
• Resolve escalated customer issues and service concerns promptly.
• Partner with internal departments to improve customer communication and service outcomes.
• Identify trends impacting customer experience and implement corrective actions.

Performance Management

• Track and report key operational KPIs including:
  • Technician productivity
  • SLA attainment
  • First-time fix rates o Employee engagement metrics

Education

Required Qualifications

• Bachelor's degree in Business, Telecommunications, Operations Management, or related field
• Equivalent combination of education and experience considered.

Experience

• 5+ years of telecommunications field operations experience.
• 3+ years in a leadership or management role.
• Experience managing large technician workforces across multiple locations.
• Strong understanding of fiber, broadband, wireless, and telecommunications technologies.

Skills

• Leadership and team development.
• Workforce management and scheduling.
• Financial and budget management.
• Customer service excellence.
• Data analysis and KPI management.
• Strong communication and conflict resolution skills.
• Project management and operational planning

Preferred Qualifications

Education & Certifications

• Project Management Professional (PMP)
• OSHA 30 Certification
• Six Sigma Green Belt or Lean Certification

Industry Experience

7+ years of telecommunications field operations experience.

5+ years managing multi-state or regional field service organizations.

Background in managed service provider (MSP) or field services outsourcing environments.

Technical Knowledge Of

• Fiber optic networks
• Broadband and cable infrastructure
• Wireless technologies (4G/5G)
• Enterprise telecommunications services
• Network maintenance and outage restoration
• Familiarity with workforce management systems, dispatch platforms, and field service management tools.