Title : Fulfillment Manager
Reports to : Director of Fulfillment
Status : Exempt
Summary : The Fulfillment Manger will be responsible for assisting the Area Manager in the management of field operations services for an Operating Business Unit, (OBU) for Aero Communications Inc. This position will oversee and direct the work of field supervisors and technicians, and be responsible for meeting/exceeding ACI’s customer’s service metrics. The Manager will assist in managing company assets and in ensuring safety policies and procedures are followed. This position requires strong knowledge of telecommunications technology, field delivery services, exceptional leadership ability, motivational skills, and interpersonal relations.
Primary Duties and Responsibilities:
This position is responsible for the following tasks:
v Assists the area installation manager in all aspects of broadband installations and service delivery in accordance to the policies and procedures of ACI and the Cable MSO.
v Authorizes the hiring and termination of OBU staff and assists in the orientation, training, and deployment of newly hired installation technicians.
v Routes daily work to ensure maximum efficiency by scheduling of field supervisors and technicians.
v Works closely with the area manger and customer to establish the workload necessary to meet production requirements and revenue needs by analyzing daily productivity. Provide support to installation technicians to ensure productivity goals are met.
v Assists area manger to ensure employee goals are set and performance reviews and appraisals are conducted and reported within Company guidelines and established timelines.
v Ensures all required ACI reports applicable to field services, safety compliance, and fleet are submitted in an accurate and timely fashion, and in compliance with ACI requisite format.
v Works with the area manager and the OBU support team to establish and improve mechanisms, processes, and procedures to help meet ACI and customer expectations regarding quality, on time guarantees, repeat calls on service and installs, “go-backs” and work completion percentages.
v Assists in the overseeing of procedures and controls for daily work orders, customer premise equipment, tools and equipment, and fleet vehicles.
v Assists in meeting ACI’s safety and risk management guidelines. Safety standards must be followed in compliance with Company expectations.
v Promotes ACI culture through communicating, caring, guidance and professional representation.
v Attends meetings with ACI’s customer as required and address customer escalations as necessary.
v Works with the area managers on supervisor and installation technician goal setting, reviews, and progressive disciplinary action.
v Performs all other duties as assigned.
Requisite Skills and Knowledge :
- Minimum of 5 years experience working in the Telecommunications Industry.
- Prior Supervisory and/or Management experience is a plus.
- Excellent written and verbal communication skills.
- Strong computer skills
- Excellent planning, organizational skills and financial – budgeting skills is desired.
Education and Experience:
· High school diploma or GED required.
· Professional development on field and/or in classroom training/membership is a plus.
· If an internal candidate:
o Must have either supervisory or lead technician experience.
o Must have completed all required training
Miscellaneous Skills / Considerations:
- Must have a valid driver’s license and meet ACI driving criteria guidelines.
- Must be able to pass a background check, per company policy.
- Must be a drug free individual
- Must be strongly mechanically inclined.
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