Supervisor, Field Service; PBB

Description

Point Broadband and Clearwave Fiber are affiliated companies operating as part of a combined organization. This opportunity is a Point Broadband position, and candidates selected for hire will be employed by Point Broadband under Point Broadband’s benefit plans, payroll, and employment policies.

Hagerstown, MD

This position oversees and manages the daily operations of field service teams, ensuring efficient delivery of services to customers. This role involves coordinating technician schedules, ensuring the timely and accurate installation, maintenance, and repair of telecommunications equipment, and ensuring compliance with safety and regulatory standards. The supervisor also works to resolve operational issues, maintain customer satisfaction, and track performance metrics, while fostering team development and training.

Effective communication with customers, management, and vendors is essential for successful service delivery and problem resolution.

Full‑time

• Supervise installation/repair Customer Service Technicians to ensure compliance with company guidelines regarding all key performance indicators (KPI’s) including quality, customer service, safety, work‑order completion and closeout, and productivity requirements.
• Assist in training Customer Service Technicians on fiber‑based and fixed wireless broadband services.
• Assist in the development of technicians and keeps abreast of the most current technology in the broadband industry.
• Schedule technicians so coverage is at a maximum during peak hours to maintain prompt service.
• Maintain compliance with industry standards such as NJUNS, 811, etc.
• Assure that any errors in installation or service are promptly resolved.
• Maintain accurate time and attendance reporting.
• Assist in developing, recommending and administering technical operations policies and procedures and maintains regular quality audits for compliance.
• Effectively communicate with customers, management, employees and installation and service partners (contractors).
• Assist in the development and management of the department’s operating budget in accordance with corporate guidelines.
• Assist in the interview/hiring process, coaching, counseling and ongoing review process for technician positions and administer discipline consistent with corporate polices.
• Work with managers, supervisors and employees to promote a positive attitude and good employee morale.
• Maintain a professional appearance and appropriate behavior at all times.
• Maintain good attendance.
• Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or GED required.
• Three to four years of experience and related associate’s degree, or equivalent combination of experience, training, and education.
• Experience must include;
• Fiber splicing and fiber restoration and/or fixed wireless broadband experience.
• Supervisory or management experience preferred.

Word processing, spreadsheets, Internet software, email, database software

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to talk, hear, and communicate effectively.
• Ability to work while standing most of the time.
• Ability to walk or work over all types of terrain, in all types of weather.
• Ability to carry tools and equipment including gaffs, ladders, and tool belts.
• Ability to work in tight spaces while bending, twisting and reaching.
• Ability to climb poles using gaffs hooks and climbing belts.
• Ability to carry, climb and operate extension ladder (approx. 28’ & 75lbs).
• Ability to differentiate between assorted sizes and…