Field Operations Supervisor

Hotwire Communications Ltd

18d

About The Position

The Field Operations Supervisor is responsible for ensuring that core service
and/or security technicians are providing residential and/or security customers
a quality installation and service experience, through proper training,
supervision, QC, equipping in a productive process driven manner.

Requirements

• At least five years of experience in Service, Installation and supervision of field personnel of core services. Experience with security systems strongly preferred.
• High School Diploma or equivalent required, Associates Degree in Internet Technologies or Engineering is preferred
• Ability to lead, team build and support field technicians doing installation and service of all systems
• At least two years’ experience with Hotwire core services and Access Control systems, Camera systems and IP communications
• Must have active and clean, non-restrictive, state issued driver’s license in State where hired.
• Must be comfortable working on a ladder and all heights
• Ability to work days, weekends, evenings and holidays and participate with on-call rotation as needed

Responsibilities

• Daily supervision of field service and/or alarm technicians to ensure on time, productive system installations and servicing.
• Find opportunities to improve efficiency, discuss get buy in and approval to institute with measurable.
• Performance management to KPI’s and goals.
• Set up of and implementation of process, operation or technical field changes to achieve goals.
• Remote service and customer education on escalations from Inside Support tech to avoid truck rolls.
• Review tech routing and assignments to maximize efficiency and service.
• May review commercial sales of access control, surveillance and security systems prior to installation.
• Weekly reports of service and installation stats to help pinpoint areas for training, improvement etc.
• Handle technical customer escalations of service issues if field visit is necessary.
• Receive, review and send technicians payroll / timekeeping and on-call reports to GM by deadline.
• Receive and respond to internal customer needs for confirmation on COPS data confirmations.
• Give input on project planning and budgeting for upcoming large projects.
• Willing and able in emergency situations to jump in and do installation or service on all systems.
• Other duties as assigned.

Benefits

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees