Supervisor, Field Service

JOB SUMMARY

Responsible for overall fulfillment operations of the system locations from the node to the home across the assigned area. Supervise installation and service to meet customer expectations, technical quality standards, employee productivity and company safety requirements. Maximize customer satisfaction through quality craftsmanship and operational excellence of the customer premise network. Responsible for the hiring, training, development, and performance evaluation of team.

MAJOR JOB DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.

• Ensure responsiveness and first time resolution to installation and trouble call work orders while adhering to company quality and safety standards

• Ensures quality control checks are completed satisfactorily; resolve escalated customer problems as necessary.

• Provides quality assurance support and direction to field staff regarding new or existing technologies.

• Performs field safety observations and quality control checks in accordance with company TQA requirements.

• Resolves and proactively prevents customer escalations

• Establishes positive employee relations through effective individual and team communication and provide ongoing support

• Regularly observes and mentors employees in regard to safety, quality, productivity and well-being

• Coordinate and reinforce employee training to ensure Technical Quality Assurance (TQA) standards are met.

• Performs practical field evaluations to verify technical competencies and safe practices; provides necessary feedback

• Ensures staff has and maintains necessary company-issued tools and equipment

• Facilitates cross-functional communications and cooperation with internal departments and service partners

• Instills knowledge of all company products and services

• Maintains records and documents in accordance with company policies and procedures

• Adheres to industry specific local, state, and federal regulations, as applicable

• Knows, understands and follows company policy

• Performs other duties as requested by manager

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Ability to communicate effectively with employees, customers, and suppliers in person, on the phone, and/or by written communications in a clear, straight-forward, and professional manner
• Advanced understanding of the TCP/IP stack and associated abstraction layers
• Advanced knowledge of network designs, network architectures, and network topologies
• Basic knowledge using software tools to support the current operations
• Knowledge in basic network devices and network appliances
• Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipment
• Ability to use personal computer and software applications including Microsoft Office Ability to operate appropriate computer or test equipment associated with position (e.g. signal level meters, ohm meters, etc.)
• Ability to use handheld communication devices and applications
• Work and travel in inclement weather
• Valid driver's license with satisfactory driving record within Company required standards

Required Education

• Associates degree in electronics or related field, or equivalent work experience Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E)

Required Related Work Experience and Number of Years

• Field Technician work experience preferred - 5+
• Supervisory experience in a technical environment preferred or equivalent work experience
• Experience in complex, structure cabling jobs that include interior/exterior installation of Cat5/Cat6 cabling
• Experience in programming and installing routers, Internet gateway services, Layer2/3 Ethernet switches and wireless access points in commercial environments

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

• Ability to successfully manage face-to-face customer interactions and resolutions
• Demonstrated leadership qualities
• Ability to handle multiple projects and tasks
• Ability to prioritize and organize effectively
• Ability to supervise and motivate others
• Moderate knowledge of residential and commercial facility construction design/layout
• Basic knowledge of company products and services

Preferred Related Work Experience and Number of Years

• Supervisory or leadership experience - 1+

WORKING CONDITIONS

• Work indoors in confined space, poorly ventilated areas such as attics during extreme heat or cold
• Exposure to dust, dirt, noise, insects, rodents, pets, and cleaning solutions
• Work in commercial or factory type environments
• Work outdoors in all kinds of weather and at all times of the day or night
• Work performed near power lines and electricity
• Work and travel in inclement weather
• Some work may be performed in an office environment
• Work performed at various heights above ground on telephone/power poles
• Some out of town and overnight travel as the business needs dictate
• Occasionally required to work overtime as the business needs dictate
• Ability to work weekends or a second shift as the business needs dictate