Supervisor, Field Service (FTVI)

JOB SUMMARY

Supervises field and TQA field technicians and field audit staff to meet customer expectations, technical quality standards, employee productivity and company safety requirements. Maximizes 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

• Supervises a team of Field Technicians and TQA Field Technicians to meet customer expectations, technical quality and safety standards, and employee productivity; may supervise contractors as business needs dictate
• Ensures 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; resolves 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 provides ongoing support
• Regularly observes and mentors employees regarding safety, quality, productivity and well-being
• 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
• Coordinates and reinforces employee training to ensure Technical Quality Assurance (TQA) standards are met
• Mentors and assists in staff development through quality control feedback
• Provides recommended areas for improvement within the drop network to management
• Instills knowledge of all company products and services
• Maintains records and documents in accordance with company policies and procedures
• Establishes positive employee relations through effective communication and ongoing support
• 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 and speak the English language to communicate 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
• Ability to drive Company vehicle in a safe and responsible manner
• Ability to use the following hand tools: electric drills, hammers, wrenches, screwdrivers
• Ability to walk over all types of terrain in all kinds of weather, while carrying tools and equipment, including gaffs, ladders, and fully loaded tool belts
• Ability to safely use weight-bearing equipment (such as safety harness and ladders) within the maximum limitations of that equipment
• Basic knowledge using software tools to support the current operations
• Knowledge in basic network devices and network appliances
• Ability to accurately take measurement and apply to position tasks
• Ability to carry, climb and operate extension ladder (approx. 32 ft high and 90 pounds)
• Ability to perform job from high places (i.e. poles and roofs)
• Ability to differentiate between different sizes and colors of wires
• Ability to work with small components and wires to make cable connections
• Ability to make cable connections in tight spaces by bending, reaching, twisting
• Ability to travel (including during inclement weather) to and from assigned territories and company facilities
• Ability to work outside for extended periods in any season and/or during inclement weather
• Ability to work while standing 50-70% of the time
• Ability to complete documentation accurately
• Ability to maintain confidentiality Ability to prioritize and organize effectively
• 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
• Ability to supervise and motivate others

Required Education

• Associate's degree in electronics or related field, or equivalent work experience
• Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E)
• Valid driver's license with satisfactory driving record within Company required standards

Required Related Work Experience and Number of Years

• 4+ years of Field Technician and/or TQA work experience
• Supervisory experience in a technical environment or equivalent work experience

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
• 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

• 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
• 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