Field Customer Services Manager

AFL is a global leader in fiber optics, providing integrated solutions in engineering, construction, installation, and repair services for broadband networks. Known for its innovation, AFL began in 1984 with a single product and has grown into a billion-dollar company serving telecom, oil and gas, and utilities markets worldwide. AFL is committed to environmental responsibility, employee well-being, and community engagement through grants, service projects, and sustainability initiatives. Join Our Team as a Telecommunication Field Service Manager at America Fujikura Limited (AFL)

Are you ready to take your career to the next level with a leading company in the telecommunications industry? America Fujikura Limited (AFL) is on the hunt for dynamic, customer-focused Telecommunication Field Service Manager to join our Canadian Operations. This is your opportunity to make an impact while working with cutting-edge technology and offering essential services that keep our customers connected to the future.

The Field Service Manager's primary responsibility is to efficiently oversee and lead a team of Field Service Technicians within a specified geographic region. Safety is paramount in this role, with the Field Service Manager being accountable for guiding, nurturing, and inspiring their team to maintain safe and efficient operations. This position also involves a particular emphasis on performance management, involving tasks such as problem-solving and value creation, which are crucial elements in enhancing overall performance.

Engage, motivate, and enable a strong and consistent sales-focused team that drives Value Generation and Professional Services Billing outcomes.

Ensure quality of service, customer experience, and community engagement within supported areas, with specific attention toValue Generation, Professional Services Billing, and sales growth opportunities.

Manage and direct the activities of technicians and/or external resources to ensure compliance with established processes and procedures related to field operations, resource planning, training, value generation, professional services billing, and sales targets.

Ensure that services offered meet customer expectations and align with organizational goals forValue Generation, Professional Services Billing, and revenue growth.

Take responsibility for overall customer satisfaction, acting as a representative of AFL inensuring team members are following SOP’s, billing compliance and identifying upselling opportunities.

Interpret and ensure compliance with policies and address disciplinary matters when required, with a specific emphasis on performance management, mentoring, and coaching, related tosales and value generation goals.

Ensure on-site adherence to Health and Safety regulations and procedures, including auditing safety plans, team member training, external resource monitoring and communication, equipment inspection, and regular site/field inspections, includingsales‑related field activities.

Conduct frequent quality assurance audits to ensure strict adherence to AFL and client standards, with a focus onsupporting consistent Value Generation and billing accuracy.

Cultivate strong relationships within the team and uphold a nurturing work environment, actively fostering an engaging and motivating culture of high performance—emphasize the importance of recognition, encourage team-building activities, and align withsales objectives.

Maintain confidentiality of sensitive information to protect organizational values, especially regardingvalue generation and confidential customer information.

Maintain confidentiality of sensitive information to protect organizational values, especially regardingvalue generation and confidential customer information.

Perform other administrative and miscellaneous duties as requested or assigned,to achieve success within all key performance indicators with priority to supporting sales, Value Generation, and Professional Services Billing.

The ideal candidate will excel at taking ownership of tasks, fulfilling requests, and seeking opportunities toadd value through sales initiatives and job accomplishments.

Leadership: Ability to lead and develop others, provide ongoing feedback, and create learning opportunities.

Capability to work well with limited supervision.

Analytical Thinking/Problem Solving: Proficiency in complex reasoning and analysis.

At least 3 years of experience of managing large teams.

Proficiency in using MS Office suite (Excel, PowerPoint, Word, and Outlook).

Demonstrated experience in team sales management and/or leading a team in achieving sales or value generation targets

Technology, Engineering, Telecommunications, or Management.

Combination of field and office environment.

Shifts work (day, evening, weekends and statutory holidays) as assigned.

Working from the office for two days per week, with the remaining three days dedicated to conducting site visits.

Travel may be required on a limited basis.

AFL is a global leader in the telecommunications industry, providing cutting-edge network technology and solutions to customers around the world. At AFL, we’re committed to diversity and inclusion, recognizing that our team members’ unique contributions help us provide superior service and create better solutions. We provide best-in-class training to ensure you have everything you need to succeed and grow.

Competitive pay system

Thriving work sites with continued employment even through the winter months.

Excellent training and professional development opportunities

We welcome diversity and encourage individuals of all backgrounds to apply!

We provide reasonable accommodations for individuals with disabilities. We are an equal opportunity employer and value diversity, not discriminating based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability