Supervisor, Broadband Technician
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About The Position
Astound Broadband Powered by Wave is currently searching for a Supervisor, Technical Operations in our San Francisco, CA office. This position is responsible for the first line of support for the Service and Maintenance department. The Supervisor oversees and may assist in all activities of the technical department, including meeting customer satisfaction goals, reducing service calls, and ensuring service quality and reliability measures. This role involves handling complex service and repair calls, installations, disconnects, and service changes for residential and business customers, including video, high-speed data services, and voice services. The Broadband Technician Supervisor coordinates each day's workload and serves as the first line of support for Broadband Technicians (BBTs) at the local level. The Supervisor provides advice, direction, and training, as well as direct assistance as needed to all BBTs. Responsibilities include assisting in all activities of BBT1 through BBT4, including complex installations, disconnects, and service changes for residential and commercial customers. The Supervisor performs troubleshooting and repairs from customers' electronic devices (TV, Modem, Cable Box, etc.) to the amplifier, monitors BBT performance, and conducts evaluations and performance reviews of technical staff. In this role, you will supervise service and installation technicians, oversee their workloads, and provide assistance, support, and leadership to employees and contractors engaged in maintenance and service-related activities. You will perform diagnostic, quality control, auditing, leakage detection, and record keeping, as well as repair and maintenance on voice systems. The Supervisor will also install, uninstall, and reconnect network interface devices and backup powering, troubleshoot and repair customer cable and data services, and ensure compliance with quality control guidelines and applicable regulations. Promoting safety inspections and conducting safety meetings and training with staff are also key responsibilities.
