Supervisor, Ops - Fiber

Overview

Job Summary

Under general supervision, provide support and development to broadband technicians involved in the installation and service fulfillment of all products and services provided. Works with other members of the management team to develop and implement strategic plans to achieve department goals. Responsible for all installation and fulfillment activities which contribute to customer satisfaction.

• Provides quality internal and external customer service surrounding the Company values
• Supervises installation and fulfillment function Serves as role model for subordinates in all areas of the business
• Actively supports the training and development of subordinates
• Promotes safety awareness among employees and ensures compliance with safety regulations and reporting. Ensures that subordinates have proper safety equipment and follow safety policies. Ensures that disciplinary action regarding violations of safety policy are enforced
• Supports and drives the development of the technical operations sales culture
• Interviews, coaches, trains, monitors and evaluates broadband technicians fostering a team environment.
• Spends majority of time in the field observing, supporting and developing technicians. Rides with BBTs to monitor and assess technical and customer service performance and quality
• Assures the quality of installations repairs meets company standards and customer expectations
• Assures the completion of scheduled work by overseeing daily activities
• Manages contract labor utilization and supervises contracted installers
• Provides direction and participates in the repair of escalated technical issues.
• Helps resolve complex customer issues
• Manages tech performance metrics, evaluates performance gaps and develops techs knowledge, skills and abilities to meet company and customer expectations Monitors system key performance indicators, and manages operations to meet or exceed system goals
• Manages inventory control and maintenance by performing vehicle, tools and materials inspections for BBTs
• Manages day-to-day fleet operations
• Performs other duties as assigned Essential Functions

• Previous lead or supervisory experience.
• High school diploma or equivalent
• Field service experience with broadband installation
• SCTE Broadband Premise Installation (BPI) Certification
• In-depth knowledge of broadband installation technology, methods and procedures Knowledge of basic mathematics and electronics Skill in using a Windows-based computer
• Appropriate valid driver's license and driving record within Company standards Preferred Experience
• Bi-lingual proficiency preferred in some locations
• Customer service and sales experience preferred
• Ability to carry, climb and operate extension ladder, (approx. 28 ft high and 75 pounds). Accommodation with 50- pound maximum lifting is available.
• Ability to lift up to 75 pounds. Accommodation with 50- pound maximum lifting is available.
• Ability to climb poles using gaffs, hooks and climbing belt as needed
• Ability to drive Company vehicle in a safe and responsible manner

Exempt Working Conditions

The role involves a mix of office-based duties, field supervision, and hands-on technical work. The supervisor must be comfortable working outdoors in various weather conditions, including extreme heat, cold, rain, and snow. This position often requires standing, walking, climbing ladders, and working  role may also involve lifting and moving equipment weighing up to 50 pounds. Travel between job sites is frequent, and a valid driver's license is required.

The employee must adhere to all safety regulations and wear personal protective equipment (PPE) as needed. Work may include occasional evenings or weekends to support operational needs, emergencies, or training. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work environment characteristics 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.

NOTE:
…