Field Operations Supervisor

Hotwire Communications Ltd • Boynton Beach, FL

6d

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 appropriate training, supervision, quality control, equipment, and productive, process-driven operations. The role oversees field technicians, improves efficiency and performance, handles technical customer escalations, supports service and installation planning, and may 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.
• 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 performing installation and service on 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.
• 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 service.
• Identify opportunities to improve efficiency, discuss proposed changes, secure buy-in and approval, and establish measurable outcomes.
• Manage performance against key performance indicators and goals.
• Establish 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 routing and assignments to maximize efficiency and service.
• Review commercial sales of access control, surveillance, and security systems prior to installation, as needed.
• Prepare weekly reports of service and installation statistics to identify training and improvement opportunities.
• Handle technical customer service escalations when a field visit is necessary.
• Receive, review, and submit technicians’ payroll/timekeeping and on-call reports to the General Manager by the deadline.
• Receive and respond to internal customer requests for confirmation of COPS data.
• Provide input on project planning and budgeting for upcoming large projects.
• Be prepared to perform installation or service work on all systems in 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.
• Discounted Hotwire high-speed internet, video, phone, and security services for employees who live on a property serviced by Hotwire.
• 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