Field Service Manager | Cell Phone Repair | TN - AR Region

Management Memphis, Tennessee


Custom Communications, Inc. of Garner, NC

Est. in 1998 and celebrating our 20th year, Custom Communications, Inc. is growing across the southeast, into the northeast & mid-west. We provide industry leaders a workforce to perform residential installations, service and repairs for digital TV & Internet customers.  We are the largest sub-contractor serving satellite TV and LTE for the Home and perform cell phone repairs for the largest insurer of mobile devices there is.  We travel extensively to serve national contracts in commercial LED conversion markets and continue to acquire new partnerships with industry leaders regularly.

Operating to outperform and out-pay every other contractor in the industry is a core philosophy that drives our success.

We provide work to Field Technicians-

Through service agreements & equipment investments we deliver more work and inventory to our talented force of field technicians than other contractors in the industry.  This is most important to our corporate team because our Owner Operated, Independent Contractor workforce relies on our ability to deliver consistent, high paying work opportunities in the following areas:

  • Cell Phone Repair
  • Satellite Video
  • Satellite Internet
  • In Home Sales
  • 4G-5G LTE to the Home
  • LED Lighting Retrofits
  • Video/Audio Installations

Field Service Manager | Cell Phone Repair | TN-AR Region

This position is new to the region and necessary to manage continued growth both within existing service areas and our ever-expanding geographic footprint. Regular travel is required to the following regions and surrounding service areas.

  • Memphis, TN – PRIMARY LOCATION
  • Jackson, TN - Secondary
  • Nashville, TN – Secondary
  • Clarksville, TN - Secondary
  • Cookeville, TN – Secondary
  • Fayetteville, AR – Secondary
  • Little Rock, AR - Secondary
  • Hot Springs, AR – Secondary
  • Bowling Green, KY
  • Paducah, KY
  • Dyersburg, TN
  • Jonesboro, AR
  • Harrison, AR
  • Russelleville, AR
  • Pine Bluff, AR
  • El Doredo, AR

Contribute to the company’s primary objectives through this role’s top responsibilities:

  • Manage regional workforce: A group of sub-contractors in a fast-paced evolving industry who perform on demand cell phone repair. “Increase the tech count”.
  • Manage regional workload: Work assigned to the regional workforce concerns business rules, availability, coverage requirements, technician skillsets, recruiting process and inventory management procedures. “Increase the job count”
  • Manage Regional Inventory: This region contains technicians that operate 100% remotely which requires regular field visits and audits for each. “Decrease technician chargebacks”

The role is evaluated through key performance indicators that are aligned with client expectations.  These expectations are heavily balanced with internal growth incentives.

Role evaluation methods and examples:

  • “Manage regional workforce” is gauged on meeting/exceeding availability demands, how well contractors are graded under their key performance indicators and recruiting/retention results, “Increase the tech count”
  • “Manage regional workload” is measured by exceeding coverage demands while meeting key performance expectations, such as on-time arrival, customer satisfaction, etc. “Increase the job count”
  • “Manage regional inventory” is gauged by decreasing tech chargebacks for mismanaged inventory, warehouse audit results, tech audit results.

Reporting structure for this role:

  1. Report to operational leadership based in Raleigh, North Carolina.
  2. Work alongside surrounding field service managers.
  3. Work with centralized corporate departments: Recruiting, Payroll, Operations Support, Inventory Control.
  4. Manage sub-contractors
  5. Interact with customers and major clients as needed

Reasons for the Position:

Lead technicians to growth:

  • Adapt and correct localized challenges/issues
  • Maintain/enforce established processes
  • Iron out performance issues
  • Recruit – refer - retain
  • Realize technician earning potential
  • MOTIVATE
  • Deliver operational directives
    • Roll out operational changes
    • Align local strategies to company direction
    • Charge into new ventures

Challenges Facing the Team:

This position will help our team locally adapt varying workflows by region and get corporate facetime with our sub-contractors in the field.

  • Recruiting here vs retention there
  • Stabilizing sub-contractor pay
  • Expanding newer markets
  • Broadening technician skillsets, experience & availability

Short Term Objectives:

  • Grow the tech count
  • Grow the job count

Long Term Objectives:

  • Scale & backfill

Company provided assets:

  • Company vehicle with gas card
  • Company credit card
  • Company laptop with air card
  • Company cell phone
  • Keys & regional level system access

Pay:

  • $52k base
  • Lucrative Monthly Bonus Potential
  • 401k immediate vested – 2 opt ins per year
  • Excellent Healthcare Plan – 80% company paid
  • Supplemental Insurance
  • Dental/Vision

Ideal candidates have these types of experience:

  • Self-managed time in the office vs time in the field
  • Increased performance & growth in daily operations for financial gain
  • Recruiting sub-contractors
  • Managing sub-contractors
  • Inventory Control
  • Customer Care

People Skills:

  • Build confidence in others
  • Overcome adversity
  • Self-motivate – at 4am for example
  • Get hands dirty
  • Follow through & deliver
  • Differentiate bad apples from someone in need
  • Sell potential to capture gains
  • Delegate and reward

Computer Skills:

We are small group of employees that manage a large group of fast moving contractors.  We do this through data tracking, analysis and digital interactions.

  • Excel, spreadsheets, independent data analysis, research, regular reporting – daily, weekly, monthly

Non-negotiable Requirements:

  • Clean Criminal History
  • Clean Driving Record
  • Agree to Drug Screen
  • No Open Cases
  • Local to Charleston, SC region.

Required Operational Management Experience:

  • Have you managed a group of sub-contractors?
  • Have you managed a region or multiple locations?
  • Have you been a management figure in an ongoing service fulfillment contract?