Field Operations Supervisor

Hotwire Communications • Boynton Beach, FL

8d

About The Position

The Field Operations Supervisor ensures core service and/or security technicians deliver a quality installation and service experience to residential and/or security customers through training, supervision, quality control, equipping, and productive, process-driven operations. The role supervises field technicians, improves efficiency, manages performance against goals, implements operational changes, and supports customer and technical escalations. It may also involve reviewing commercial security-system sales before installation, contributing to project planning and budgets, and performing installation or service work during emergencies.

The position requires at least five years of experience in service, installation, and field personnel supervision. Security-system experience is strongly preferred. A high school diploma or equivalent is required; an associate degree in Internet Technologies or Engineering is preferred. The supervisor must be comfortable working on ladders and at all heights, hold an active, clean, non-restrictive state-issued driver’s license for the state of employment, and be available for days, weekends, evenings, holidays, and on-call rotation as needed.

Requirements

• At least five years of experience in service, installation, and supervision of field personnel for core services.
• High school diploma or equivalent.
• At least two years of experience with Hotwire core services, access control systems, camera systems, and IP communications.
• Ability to lead, build teams, and support field technicians installing and servicing all systems.
• Active, clean, non-restrictive, state-issued driver’s license in the state where hired.
• Comfort working on a ladder and at all heights.
• Availability to work days, weekends, evenings, and holidays, and participate in an on-call rotation as needed.

Nice To Haves

• Experience with security systems is strongly preferred.
• Associate degree in Internet Technologies or Engineering is preferred.

Responsibilities

• Supervise field service and/or alarm technicians daily to support timely, productive system installations and service.
• Identify opportunities to improve efficiency, obtain buy-in and approval, and implement changes with measurable outcomes.
• Manage performance against KPIs and goals.
• Set up and implement process, operational, or technical field changes to achieve goals.
• Provide remote service and customer education on escalations from Inside Support technicians to avoid truck rolls.
• Review technician routes and assignments to maximize efficiency and service.
• Review commercial sales of access control, surveillance, and security systems prior to installation, as applicable.
• Prepare weekly service and installation statistics reports to identify training and improvement needs.
• Handle technical customer escalations when a field visit is necessary.
• Receive, review, and submit technicians’ payroll/timekeeping and on-call reports to the GM by the deadline.
• Receive and respond to internal customer needs for confirmation on COPS data confirmations.
• Provide input on project planning and budgeting for upcoming large projects.
• Assist with installation or service on all systems during emergency situations.
• Perform other duties as assigned.

Benefits

• Comprehensive healthcare, dental, and vision plans
• 401(k) retirement plan with company match
• Paid vacation, sick time, and additional holidays, including the employee’s birthday
• Paid volunteer time
• Paid parental leave
• Hotwire service discounts for employees who live on a property serviced by Hotwire, including discounted high-speed internet, video, phone, and security services
• Employee referral bonuses
• Exclusive entertainment discounts and perks

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED