Field Service Manager - Fargo, ND

Job Summary:

As a Field Service Manager, you will oversee daily service and maintenance operations across assigned locations. You'll lead a high-performing team, manage work assignments, coordinate training, and ensure quality standards are met. This role combines leadership with hands-on technical support, customer issue resolution, and a strong focus on safety and operational excellence while promoting Midco's mission, vision, values, and ethos.

Responsibilities:

• Provide direction, support and development to team members to maximize efficiency and potential.
• Provide constructive and timely feedback for team members to foster engagement through coaching, training and stretch opportunities to increase team performance.
• Perform quarterly reviews and effectively manage disciplinary and/or performance issues.
• Direct work assignments and ensure timely and accurate shift scheduling for team members and contracted labor.
• Coordinate certification and training activities, ensuring all staff receive the required training.
• Perform quality assurance checks on technicians' work, following guidance from the training department and First Time Right (FTR) standards.
• Assign, schedule repairs, and maintain company vehicles and equipment.
• Provide Inventory oversight (where applicable), by assuming responsibility for all inventory functions in accordance with standard policies and procedures, including inventory levels, performing cycle counts, fulfilling tech material orders, receiving cycle counts, warehouse cleanliness and organization.
• Stay knowledgeable on emerging technologies, methodologies, and enhancements to current practices.
• Produce timely and accurate reporting.
• Provide hands-on support by performing installation, service, repair, or maintenance as required.
• Respond to escalated customer inquiries and apply successful solutions.
• Demonstrate knowledge of Midco's safety program by enforcing safety rules and procedures, wearing appropriate safety apparel (e.g., hard hats, safety vests, OSHA-approved boots), and operating all equipment safely.
• Operate and drive a company vehicle in compliance with all Midco policies and procedures, ensuring safety, efficiency, and adherence to traffic laws. Maintain vehicle cleanliness and ensure regular maintenance and repairs are conducted as scheduled to uphold a professional image
• Model Midco's mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• Ensure customer privacy by adhering to Midco's privacy guidelines while actively following Midco policies and procedures.
• Maintain reliable and predictable attendance to be available for your team and as required by your position.
• Perform other duties as assigned.

Required Qualifications:

• High School diploma or equivalent (GED).
• Minimum of one year of experience in installation and troubleshooting, with demonstrated proficiencies required for Field Tech II, Level 2 or equivalent work experience.
• Must possess and maintain a valid driver's license with a clean driving record. A DUI conviction within the past five years will result in disqualification from employment in this position.
• Must develop working knowledge of aerial and underground construction principles and standards, the National Electrical Code, OSHA regulations, state and local regulations and general safety standards.

Preferred Qualifications:

• Two years of installing and troubleshooting experience.
• NCTI, SCTE and/or other broadband certification.
• Some college coursework or vocational training in a related field.

Work Environment:

• In-person visits to a customer's home or place of business are common. Specific abilities required include accessing a customer's home or place of business by stairs or elevator, operating doors or other entrances, and navigating hallways and buildings.
• The noise level in the work environment is moderate to loud.
• Frequent exposure to outside weather conditions.
• Occasional exposure to moving mechanical parts, high, precarious places, risk of electrical shock, and risk of radiation and vibration.
• May be required to work in excess of 40 hours per week and outside normal business hours, such as holidays, evenings, and weekends, as business demands.
• Must be prepared to travel on short notice and work extended, flexible hours.

Physical Demands:

• Must be able to safely use a ladder rated for a maximum load of 375 lbs., including the combined weight of the individual, fall protection equipment, and any tools being carried.
• Required to reach with hands and arms, stoop, kneel, or crouch.
• Must be able to lift and carry loads up to 80 lbs. and separately handle a 75 lbs. ladder.
• Must be able to climb poles, ladders, bucket trucks, and other structures with proper fall protection equipment, adhering to the manufacturer's capacity for all equipment.
• Must be able to work from elevated heights (bucket truck, aerial lifts) and in tight spaces such as attics and crawlspaces.
• Bucket trucks have a maximum load capacity ranging from 300 to 400 lbs. based on the manufacturer's specifications for each vehicle. Team members certified for bucket truck use are responsible for being aware of and adhering to these maximum load requirements.

Mental Demands:

• Ability to adapt to changing circumstances and remain flexible in a dynamic work environment.
• High emotional intelligence to understand and manage one's own emotions and those of others, fostering a positive work environment.
• Mental resilience to handle stress and pressure, maintaining composure and effectiveness in challenging situations.
• Keen attention to detail to ensure accuracy and quality in all aspects of operations.
• Aptitude for identifying issues and developing practical solutions.
• Demonstrate understanding of the needs and concerns of others to provide support and encouragement.

About Midco:

• Midco offers the most reliable wholly owned and operated fiber network spanning 17,000 miles.
• We are a telecommunications leader that is redefining connectivity while being a force for good in the communities we serve.
• We serve nearly 500,000 homes and businesses in more than 400 communities in Kansas, Minnesota, North Dakota, South Dakota and Wisconsin.
• Our 1,900 team members work together with integrity, creating a caring culture for a lasting impact.

Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:

• Free Midco internet & TV
• Great opportunities to get involved in volunteerism
• Generous 401(k) match and paid time away from work programs
• And many more

Visit Midco.com/Careers to learn about employment opportunities and apply today.

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com/Federal Posters.