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

Required Qualifications:

Education:

· Bachelor's degree in Business, Telecommunications, Operations Management, or related field

preferred.

· 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.

Qualifications

Granite delivers advanced communications and technology solutions to businesses and government agencies throughout the United States and Canada. We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100. Granite has over $1.85 Billion in revenue with more than 2,100 employees and is headquartered in Quincy, MA. Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.

Granite has been recognized by the Boston Business Journal as one of the "Healthiest Companies" in Massachusetts for the past 15 consecutive years.

Our offices have onsite fully equipped state of the art gyms for employees at zero cost.

Granite's philanthropy is unparalleled with over $300 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer's Association to name a few.

We have been consistently rated a "Fastest Growing Company" by Inc. Magazine.

Granite was named to Forbes List of America's Best Employers 2022, 2023 and 2024.

Granite was recently named One of Forbes Best Employers for Diversity.

Our company's insurance package includes health, dental, vision, life, disability coverage, 401K retirement with company match, childcare benefits, tuition assistance, and more.

If you are a highly motivated individual who wants to grow your career with a fast paced and progressive company, Granite has countless opportunities for you.

EOE/M/F/Vets/Disabled