Field Operations Manager Lincoln, England
Job description
Vacancy Name
Field Operations Manager
Vacancy No
VN076
Employment Type
Full-Time
Location City
Lincoln
About Upp
We’re Upp, and we’re building a world class, full-fibre broadband network to serve residential customers and businesses across the East of England and beyond.
We’re a start-up (incorporated in 2021) but our leadership team is brimming with experience from some of the UK’s leading telecommunications companies. Although we’ve only been up and running a short amount of time, our growth trajectory is aggressive, and our ambitions bold and exciting.
We’ve already hired over 100 people and our first customers are now connected in Lincolnshire and Norfolk. You’ll be joining Upp at an incredibly exciting time as we ramp up our rollout across more towns and start delivering the future of connectivity to the communities that need it most.
Our company values include personal responsibility (if we make a mistake, we own it), positivity (we assume the best of our team & colleagues at all times), as well as crucial focus on improving people's lives across the communities we serve.
By joining us at this early stage the opportunities for progression, growth and career development are great. The potential here at Upp is huge, but we know we need an amazing team to help us achieve our ambitious goals and to ensure we’re having fun while we do it.
About the role
What will you be doing?
The Field Engineering and maintenance team is part of the Network Operations and Customer experience function. This is a great opportunity to be at the heart of our Fibre roll out and be part of an organisation who thrives on delivering a world class service to our customers through simple intelligent processes and technologies.
The objective of the role is to initially perform residential and business customer installs and maintain the network infrastructure and to then build and manage the Field engineering team. The aim is to provide our customers with an exceptional experience through the installation process, where customers are connected onto Upp’s network and start their Super-fast journey with us.
Key success criteria is to develop safe, efficient and effective methods to installing customers services through Pole and Ducted infrastructure along with delivering an exceptional experience to our customers throughout the entire installation and activation journey. This will be measured from the point of an order being placed and scheduled with the customer through to activating the customer’s broadband services onto our Network.
So what does the role look like day-to-day?
Key responsibilities include…
- Develop and maintain processes, policies, and standards to enable effective and efficient customer installations
- To measure and improve quality and efficiency of customer installations
- Ensure sufficient stock of Installation materials and equipment are maintained and replenished in accordance with volume trends and forecast
- In line with Business forecast, to be able to recruit, develop and lead a successful installation team
- Work closely with our customer experience team to understand drivers for installation faults and to help drive continuous improvements
- Assess installation methods deployed by field staff and establish improvement plans
- Continually assess and improve SLA’s and KPI’s driving performance improvements
- Create and assess adherence to Health and Safety procedures and policies; ensuring these are followed and carrying out regular Toolbox talks
- Responsible for creating troubleshooting and diagnosing fibre fault methods and processes
- Responsible for producing weekly and monthly reporting to senior management along with driving service improvements
- Responsible for the administration of our Field Engineering installation schedule ensuring appointments are assigned timely and the various stages of the Pre-Installation survey and customers installation work orders are appropriately tracked, maintained and managed
- Responsible for ensuring all engineers are trained to a high standard to perform their jobs safely and formal accreditation is kept up to date
- Responsible for engineer’s development and progression plans
- Ensure all relevant tooling and PPE are calibrated and inspected on regular intervals
- Ensure the use of plant and tools are conducted in a safe manner, meeting the requirements for operation of the specific equipment
- Conduct daily checks of Vans and tools, ensure they are safe to use and where applicable carry valid calibration certificates
- Ensure that all work activities comply with environmental regulations and standards
Key Requirements
What we are looking for?
- 3 years’ experience in managing a field-based operational teams; including recruitment and development
- Experience in development of Business and Customer home installation standards, specifications and methods supporting pole and ducted infrastructure
- Ability to create customer centric installation and repair processes to maximise customer experience
- Knowledge and ability to develop Health and Safety procedures, risk assessments and method statements to manage a safe operation
- Ability to perform site surveys and establish appropriate installation routes and methods
- Experience with field-based fault finding and repair techniques, including remote diagnostics
- Good working knowledge of customer CPE, including interface elements such as routers and optical interfaces
- Ability to perform manual labour in all weather conditions
- Good knowledge of equipment used in telecoms installations and construction; including fibre optic termination, installation and testing equipment
- Excellent knowledge in excavation and reinstatement methods and materials used
- Excellent knowledge of air blown fibre networks
- NRSWA certification
Applications Close Date
24 Feb 2023
Benefits
What’s on offer?
- Up to 10% annual bonus
- 25 days annual leave, plus bank holidays
- Employee–Equity Plan
- Death in service 4x salary
- Health cash plan – including access to GP, dental, physio and wellbeing services
- Gym & retail discounts
- Car allowance
Salary
40,000.00 - 0.0
Job Type: Full-time
Salary: Up to £40,000.00 per year
