Advanced & Escalations Field Ops Manager jobs in United States
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DSI ยท 1 day ago

Advanced & Escalations Field Ops Manager

positionUnited States
timeFull-time
remoteRemote
senioritySenior Level
money$70K/yr - $70K/yr
date7+ years exp

DSI Systems Inc., an authorized AT&T partner, is seeking an Advanced & Escalation Field Ops Manager to lead Tier 2 and Tier 3 Field Operations support. The role involves owning the resolution of complex field escalations and providing operational leadership for advanced installations, requiring strong collaboration and performance management.

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H1B Sponsor Likelynote

Responsibilities

Lead internal Tier 2 and Tier 3 Field Operations support teams
Serve as the primary escalation point for all field issues not resolved by Tier 1 support
Own resolution of complex customer and technician issues impacting installation completion
Oversee execution and support of advanced and non-standard installation types
Manage operational workflows for installs requiring specialized coordination or inventory
Ensure accurate handling of complex work orders, job scopes, and system updates
Partner with inventory, administrative teams, Credit and others to support advanced installs
Define performance expectations, workflows, and escalation protocols for the team
Identify recurring escalation drivers and implement corrective actions
Collaborate closely with the Senior Manager of Field Operations and peer managers

Qualification

Field operations managementTechnical operationsEscalation managementInstallation workflowsKPI managementMicrosoft ExcelAnalytical skillsCommunication skillsDetail-orientedCross-functional collaboration

Required

7+ years of experience in field operations, technical operations, or service delivery
3+ years of experience leading Tier 2 / Tier 3 support or escalation teams
Strong understanding of installation workflows and technician-based operations
Experience supporting complex or non-standard installs (e.g., MDU, commercial, or large-scale deployments)
Ability to troubleshoot and resolve complex operational and technical issues
Proven ability to manage performance through KPIs and escalation metrics
Strong analytical skills with advanced proficiency in Microsoft Excel
Excellent written and verbal communication skills
Detail-oriented with strong process ownership and execution discipline
Experience working cross-functionally with field operations and other such departments

Benefits

Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment - no extended waiting period
401k Plan with employer matching
Paid vacation, personal/sick days, and bereavement time
Employee Profit Sharing Program
50% AT&T wireless discount
Paid training
Advancement opportunities, we prefer to promote from within!

Company

DSI

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DSI, a premier sales enablement partner, offers consumer and commercial selling opportunities in the indirect dealer space.
dateFounded in 1984
location
Dallas, Texas, USA
people-size201-500 employees
web-link
https://www.dsisystemsinc.com/

H1B Sponsorship

DSI has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)

Funding

Current Stage
Growth Stage

Leadership Team

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Alex Likens
Sr. Partner Account Manager
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Jacob Piiparinen
Partner Account Manager
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Company data provided by crunchbase