Supervisor, Field Operations

Spectrum • West Columbia, SC

79d

About The Position

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Responsible for overall fulfillment operations of the system locations from the node to the home across the assigned area. Supervise installation and service to meet customer expectations, technical quality standards, employee productivity and company safety requirements. Maximize customer satisfaction through quality craftsmanship and operational excellence of the customer premise network. Responsible for the hiring, training, development, and performance evaluation of team.

Requirements

• Ability to read, write, speak and understand English.
• Ability to communicate effectively with employees, customers, and suppliers in person, on the phone, and/or by written communications in a clear, straight-forward, and professional manner.
• Advanced understanding of the TCP/IP stack and associated abstraction layers.
• Advanced knowledge of network designs, network architectures, and network topologies.
• Basic knowledge using software tools to support the current operations.
• Knowledge in basic network devices and network appliances.
• Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipment.
• Ability to use personal computer and software applications including Microsoft Office.
• Ability to operate appropriate computer or test equipment associated with position (e.g. signal level meters, ohm meters, etc.).
• Ability to use handheld communication devices and applications.
• Work and travel in inclement weather.
• Valid driver's license with satisfactory driving record within Company required standards.
• Associates degree in electronics or related field, or equivalent work experience.
• Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E).
• Field Technician work experience preferred - 5+ years.
• Supervisory experience in a technical environment preferred or equivalent work experience.
• Experience in complex, structure cabling jobs that include interior/exterior installation of Cat5/Cat6 cabling.
• Experience in programming and installing routers, Internet gateway services, Layer2/3 Ethernet switches and wireless access points in commercial environments.

Nice To Haves

• Ability to successfully manage face-to-face customer interactions and resolutions.
• Demonstrated leadership qualities.
• Ability to handle multiple projects and tasks.
• Ability to prioritize and organize effectively.
• Ability to supervise and motivate others.
• Moderate knowledge of residential and commercial facility construction design/layout.
• Basic knowledge of company products and services.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Ensure responsiveness and first-time resolution to installation and trouble call work orders while adhering to company quality and safety standards.
• Ensure quality control checks are completed satisfactorily; resolve escalated customer problems as necessary.
• Provide quality assurance support and direction to field staff regarding new or existing technologies.
• Perform field safety observations and quality control checks in accordance with company TQA requirements.
• Resolve and proactively prevent customer escalations.
• Establish positive employee relations through effective individual and team communication and provide ongoing support.
• Regularly observe and mentor employees in regard to safety, quality, productivity and well-being.
• Coordinate and reinforce employee training to ensure Technical Quality Assurance (TQA) standards are met.
• Perform practical field evaluations to verify technical competencies and safe practices; provide necessary feedback.
• Ensure staff has and maintains necessary company-issued tools and equipment.
• Facilitate cross-functional communications and cooperation with internal departments and service partners.
• Instill knowledge of all company products and services.
• Maintain records and documents in accordance with company policies and procedures.
• Adhere to industry specific local, state, and federal regulations, as applicable.
• Know, understand and follow company policy.
• Perform other duties as requested by manager.

Benefits

• Comprehensive pay and benefits package that rewards employees for their contributions to our success.
• Support for all aspects of employee well-being at every stage of life.

What This Job Offers

• Industry: Telecommunications
• Education Level: Associate degree