Supervisor, Field Service

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

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

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 Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

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 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

Associates degree in electronics or related field, or equivalent work experience

Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E)

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 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…