Field Operations Supervisor

Hotwire Communications • Naples, FL

4d

About The Position

The Field Operations Supervisor oversees core service and/or security technicians to ensure residential and/or security customers receive a quality installation and service experience. The role supports technicians through training, supervision, quality control, equipping, and productive, process-driven operations. It also handles escalated technical and customer issues, monitors performance against goals, and supports operational improvements and project planning. The supervisor may need to perform installations or service work on all systems 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 required.
• Active, clean, non-restrictive, state-issued driver's license in the state where hired.
• Ability to lead, build teams, and support field technicians performing installation and service of all systems.
• Ability to work 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 installations and service.
• Identify opportunities to improve efficiency, discuss proposed changes, gain buy-in and approval, and establish measurable outcomes.
• Manage performance against KPIs and goals.
• Develop 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.
• Review commercial sales of access control, surveillance, and security systems before installation, as needed.
• Prepare weekly reports on service and installation statistics to identify training and improvement opportunities.
• Handle technical customer escalations of service issues when a field visit is necessary.
• Receive, review, and submit technician payroll, timekeeping, and on-call reports to the GM by the deadline.
• Receive and respond to internal customer needs for confirmation of COPS data.
• Provide input on project planning and budgeting for upcoming large projects.
• Perform installation or service work on all systems during emergency situations, as needed.
• 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