GCI's Field Operations Manager will directly supervise and manage the technical workforce responsible for the installation, maintenance, and repair of telecommunications infrastructure, ensuring service excellence and operational efficiency. This position is focused on training, developing, and mentoring the team while ensuring compliance with company standards and regulatory requirements.  ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

This leadership position requires the following non-delegable responsibilities:

Fully own the mission, goals, operations, and results of the team and areas of responsibility.  Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide.    This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching, growing, and empowering; owning outcomes; and leading by example. Specific leadership duties include: Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences. Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports. Ability to effectively convey technical information, concepts, and expectations in a clear and concise manner to a range of technical and non-technical audiences (i.e., technicians, customers, contractors, utilities, other internal and external stakeholders). Ability to accurately convey technical information clearly and concisely in work orders and follow-up reports. Ability to accurately articulate information in presentation format in front of internal and external customers. Demonstrated ability to maintain confidentiality, adhere to safety protocols, accurately document work orders, and safeguard company assets, including but not limited to vehicles, inventory, and tools. Ability to grasp customer needs and expectations and negotiate realistic, economical solutions. Demonstrated commitment to resolving customer concerns and ensuring positive service experiences. Demonstrated skill in dealing with escalated and emotional customers who may be uncooperative. Demonstrated knowledge in residential construction/wiring practices and programming/hook-up of consumer electronics equipment. Demonstrated knowledge to evaluate and calculate drop system, multi-unit, and commercial design criteria. Strong understanding of HFC, Fiber Optic, and RF systems, including installation, maintenance, and repair techniques. Comprehensive understanding of the use of standard test devices such as Digital Signal Analysis Meter, Volt-Ohm Meter, and 136B Test Set. Comprehensive understanding of telecommunications terminology, company and industry standards, and safety codes, as they relate to consumer installations and service calls. Comprehensive understanding of GCI Consumer Product Lines, to include GCI TV, High-Speed Internet, and Telephony services. Demonstrated understanding of Coax and Twisted Pair installation, troubleshooting, and repair.  Ability to organize assignments, equipment, and routing to maximize productivity. Ability to accurately analyze service problems and develop timely solutions. Ability to differentiate line problems and outages from drop related problems through accurate analysis of troubleshooting. Ability to accurately interpret and apply applicable NEC, NESC, OSHA, and FCC regulations, and company policies and procedures. Ability to read and navigate using maps, to include internal plant maps, borough utility maps, and street maps. Ability to promote a safety-first culture and ensure all field activities meet regulatory and company standards. CHANGE MANAGEMENT: champions and supports department and company change. DECISION MAKING: uses sound, logical judgment based on data, research, and experience to choose an appropriate course of action. Establishing the vision and tone for the department, consistent with company culture and mission. Establishing clear, measurable, and achievable goals and performance expectations and following up appropriately.  Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential. Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI’s interests and demoralize other employees. Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner. COMPETENCIES: ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles. COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances. COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics. CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction. RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations. RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving. SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures. Strong problem-solving skills with the ability to analyze field challenges and develop innovative solutions to maintain network reliability and service quality.  PLANNING & IMPLEMENTATION: analyzes workload and establishes appropriate priorities; sets measurable and achievable goals and objectives for the team. Ability to adapt to changing priorities rapidly and quickly reorient or adjust staff priorities appropriately for the changing department product needs. Ability to develop budgets and familiarity with reporting and tracking tools necessary to assure budget guidelines meet expectations. MENTORING & DEVELOPMENT:  utilizes interpersonal skills to guide, direct, and influence others to achieve results. Demonstrated ability to lead, motivate, and calm others in a physically demanding work environment, which often times includes emotionally stressful exchanges involving customers and their property and/or pets. Demonstrated ability to apply company principles to properly direct the workforce, monitor and evaluate performance, recommend improvements within defined timelines, provide input to reporting Supervisor. Ability to build and promote teamwork, pride in performance, and encourage professional, courteous work behavior. Ability to inspire and guide field technicians to achieve team goals and uphold company standards. Ability to collaborate on the development and implementation of effective training programs that combine classroom sessions, on-the-job learning, and self-led certifications. PERFORMANCE MANAGEMENT: sets clear performance expectations for team. Proficient skills to test and monitor databases and access Service Order Systems (TOA) for information related to service orders. TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent.

 

Grade: E07

Additional Job Requirements:

This is an intermediate level leadership position that performs complex tasks and demonstrates proficiency and strong working knowledge in areas of responsibility. Receives minimal instructions on routine work and new assignments. Works under minimal supervision with latitude for independent judgment.

 

This leadership role requires the manager to be hands-on and actively engaged onsite with the team*. While some administrative tasks are required, the primary responsibility is to directly oversee and support the team out in the field. Work assignments and scheduling are managed by Dispatch, allowing the manager to concentrate on technician performance, skill development, and safety.

 

*Certain rural locations may allow for more remote team management, with the expectation of at least two onsite visits per year, to include performing a drive-out of each system with their assigned technicians. Specific onsite requirements determined by management based on department and business needs.

 

Essential Duties:

Team and Technical Management:

Provide leadership, expertise, problem solving, and direction for day-to-day activities of technician teams.  Ensure technicians provide high-quality installation, maintenance, and troubleshooting of HFC, Fiber Optic, and related telecommunications systems. Directly monitor technician performance. Provide timely feedback and guidance to ensure customer satisfaction and operational excellence. Conduct regular ride-alongs and site visits to evaluate technician efficiency, adherence to safety protocols, and quality of work. Perform regular quality control field inspections of installation and service activities. Survey and analyze technical data to provide timely and accurate resolution of technical issues in the field beyond capability of lower-level staff. Maintain a safety-first culture by ensuring all field activities comply with OSHA, NEC, NESC, and other applicable safety regulations. Manage an on-call rotation for technicians, ensuring appropriate coverage for emergencies or service disruptions.

 

Training and Development:

Collaborate with the Technical Development Team to design and implement comprehensive technician training programs. The Technical Development Team will conduct structured training sessions as needed. Provide additional on-the-job training in the field alongside senior technicians. Encourage self-led training and certification programs (e.g., SCTE certifications). Mentor team members to foster career growth and prepare them for future leadership roles within the organization. Provide ongoing education on new technologies, tools, and regulatory changes impacting field operations. Certify technicians for specific tasks, including optical fiber testing, splicing, and advanced system diagnostics.

 

Customer and Field Support:

Ensure quality customer service and respond to customer affecting problems quickly and efficiently. Act as the primary escalation point for field-related customer concerns, ensuring timely resolution and excellent customer service. Provide direction and hands-on support to technicians to assist with resolving customer concerns. Collaborate with Dispatch and other departments to ensure field operations meet customer and company expectations for service delivery. Support the rollout of new products and services by coordinating field team readiness, testing, and customer installation processes. Address customer escalations in a professional manner, ensuring satisfaction while minimizing service impact. Coordinate efforts with upper management providing documentation and status reports on progress and resolutions.

 

Compliance and Budget:

Ensure all field activities adhere to regulatory requirements, including FCC and NEC standards. Maintain accurate records of technician training, certifications, and compliance with company policies. Provide regular reports on technician performance, field activities, and safety compliance to management. Manage inventory control, including tools, materials, and vehicle inspections. Assist upper management in development and reconciliation of annual budget regarding workforce and inventory projections and costs.

 

 

Additional Competencies:

Ability to develop and adhere to department budgets. Familiar with reporting and tracking tools necessary to assure budget guidelines meet expectations. Thorough knowledge of HFC and fiber network operation, design and construction, field services installation and repair in the telecommunications industry, to include appropriate industry applicable standards (i.e., IEEE, SCTE, etc.) and relevant interaction with utilities and other owners/agencies for plant access and joint operations. Knowledge of all applicable FCC, NEC, NESC, OSHA, state and local regulations governing construction, maintenance, and operation of HFC and related facilities. Working knowledge and experience with design, splicing, construction and contract administration of HFC plant, to include installation, operation and maintenance of fiber optic transmission and receive equipment, RF line amplifiers, cell networks and all associated performance monitoring systems. Thorough knowledge of advanced telephone delivery technologies to include Telephony over Coax, Twisted Pair Copper, PBX, KSU, and other complex business applications, as well as network and IP telephony systems. Advanced Switching, Network and IP trouble shooting skills. Ability to attain and maintain Test Proctor Skills for administering SCTE course evaluations.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

High School diploma or equivalent. Bachelor’s degree in telecommunications, electronics, engineering, business management, or related field. * Minimum of seven (7) years of experience in Field Operations supporting residential and construction wiring in the telecommunications industry with a focus on HFC, Fiber, and related technologies or related background. * Including a minimum of three (3) years in a supervisory or management position leading field technicians in installation, maintenance, or troubleshooting. 

Preferred: 

SCTE Broadband Transport Specialist (BTS), SCTE Broadband Distribution Specialist (BDS) certification. Telecommunications experience. Other relevant telecom industry or job specific certifications. 

 

DRIVING REQUIREMENTS: 

This position requires driving a company-owned vehicle, company provided vehicle, or a personal vehicle on behalf of the company. Must possess and maintain a valid driver’s license, proof of insurance, a satisfactory driving record, and successfully complete Defensive Driving course.

 

Positions that drive company fleet vehicles: Must possess and maintain a valid driver’s license, a satisfactory driving record, proof of insurance, and a current DOT health card. Must satisfactorily complete all elements and requirements of the company’s fleet risk management processes.

 

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:  

 

Remote Status: Not Eligible

Requires participation in an on-call rotation to provide support for after-hours field emergencies and service disruptions. Requires regular fieldwork, including site visits and ride-alongs with technicians. May require extensive travel on short notice. Extended periods of travel may be required to assist with training personnel across various departments. Work requires daily routine computer usage. Work includes working inside and outside in typical cold weather conditions. Subject to adverse weather and driving conditions. Work involves heights up to 40 feet on poles and ladders. Work performed below overhead construction and in trenches to 10 feet in depth. Tasks performed around high-power electrical conductors and gas lines. Work areas can be cramped, dark, dusty, damp, wet, stuffy, sticky, smelly, hot and/or cold.  May encounter unrestrained animals/pets.  High degree of balance, coordination, and strength needed to safely and routinely ascend, descend, and work atop poles, towers, and ladders with tools and equipment.  Daily moving, traversing, and positioning self on varied uneven or unstable surfaces such as roofs and in trenches, often hampered by weather elements. Safely move, transport, position, install, remove, and maneuver equipment and supplies of up to 70-pound loads occasionally, up to 50-pounds more regularly, up to 20 pounds frequently. High degree of dexterity and coordination to operate hand tools and to connect, separate, and twist multiple smaller items on a daily basis. Visual acuity necessary to identify, inspect, observe, and assess details at near, mid, and far ranges. Ability to clearly distinguish colors for driving, identifying cables or other electrical components, and safety signage. Auditory acuity necessary to operate equipment; capable of distinguishing between equipment signals and the human voice often amidst background noises, such as wind, rain, and traffic. Ability to tolerate temperature and weather extremes found in the Alaskan environment (fumes and odors, dust, low light conditions, rain, sleet, snow, hail, wind, temperature extremes.) Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment. Ability to accurately communicate information and ideas to others effectively. Physical agility and effort sufficient to perform job duties safely and effectively. Ability to make valid judgments and decisions.    Must work well in a team environment and be able to work with a diverse group of people and customers. Must be able and willing to work flexible hours including, but not limited to, overtime, on-call, and/or additional time on weekends, holidays, evenings, before or after normal work hours when necessary.

 

Remote Status: Eligible with Restrictions

Work can be intense and stressful due to multiple priorities and changes in resources and/or priorities. Must be able and willing to travel with short notice; may require flying in small planes and remote overnight stays. Work is primarily sedentary, requiring daily routine computer usage. Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment. Ability to accurately communicate information and ideas to others effectively. Physical agility and effort sufficient to perform job duties safely and effectively. Ability to make valid judgments and decisions.  Available to work additional time on weekends, holidays, before or after normal work hours when necessary.  Must work well in a team environment and be able to work with a diverse group of people and customers. Virtual workers must comply with remote work policies and agreements.

 

Drug Testing: Participation in a DOT or non-DOT drug and alcohol testing program may be required to satisfy conditions of a contract or proposed contract with a business partner or client. This includes pre-employment, random, reasonable suspicion, post-accident, return to duty, and follow-up testing.

 

Fitness For: Duty: Ability to pass a pre-employment or return to work physical and fitness for duty examination may be required to satisfy conditions of a contract or proposed contract with a business partner or client.

 

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Diversity, Equity, and Inclusion: At GCI, we foster a culture of inclusivity by nurturing an environment where the varied perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community as we grow and empower a diverse workforce that provides equitable opportunity for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.  DISCLAIMER:  The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.