Field Operations Supervisor

Hotwire Communications Ltd • Naples, FL

1d

About The Position

The Field Operations Supervisor ensures that core service and/or security technicians provide residential and/or security customers with a quality installation and service experience through training, supervision, quality control, proper equipping, and productive, process-driven operations. The role supervises field technicians, monitors performance against KPIs and goals, improves operational efficiency, handles customer escalations, and contributes to planning and budgeting. The supervisor may also perform installation or service work during emergencies.

Requirements

• At least five years of experience in service, installation, and supervision of field personnel for core services.
• At least two years of experience with Hotwire core services, access control systems, camera systems, and IP communications.
• High school diploma or equivalent.
• Ability to lead, build teams, and support field technicians performing installation and service of all systems.
• Active, clean, non-restrictive state-issued driver’s license in the state where hired.
• Comfort working on ladders and at all heights.
• Ability 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 ensure timely, productive system installations and servicing.
• Identify opportunities to improve efficiency, discuss proposed changes, gain buy-in and approval, and establish measurable outcomes.
• Manage performance against KPIs and goals.
• Establish and implement process, operational, or technical field changes to achieve goals.
• Provide remote service and customer education for escalations from Inside Support technicians to avoid truck rolls.
• Review technician routing and assignments to maximize efficiency and service.
• May review commercial sales of access control, surveillance, and security systems before installation.
• Prepare weekly reports on service and installation statistics to identify training and improvement needs.
• Handle technical customer service 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.
• Be willing and able to perform installation or service on all systems during emergencies.
• 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 living 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