Advanced & Escalations Field Ops Manager
DSI Systems Inc., an authorized AT&T partner and the nation’s largest home services distributor, is seeking an Advanced & Escalation Field Ops Manager to lead Tier 2 and Tier 3 Field Operations support and own resolution of complex, high-impact field escalations. This role serves as the primary escalation point for issues not resolved by Tier 1 support and provides operational leadership for advanced and non-standard installations requiring specialized coordination, inventory, and technical expertise.
The Advanced & Escalation Field Ops Manager defines escalation workflows and performance expectations, identifies recurring drivers, and implements corrective actions to improve outcomes. This position partners closely with inventory, administrative, credit, and field operations teams to ensure accurate execution of complex work orders while maintaining alignment with overall Field Operations objectives. Success requires strong cross-functional collaboration, data-driven performance management, and disciplined execution to support reliable, high-quality field operations outcomes.
About DSI
Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions—all designed to drive growth and operational efficiency.
At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of markets—including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.
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
- 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
- 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!
Average salary estimate
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