Supervisor, Field Service

Charter Spectrum•Wausau, WI

37d

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+
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.
Ensures quality control checks are completed satisfactorily; resolve escalated customer problems as necessary.
Provides quality assurance support and direction to field staff regarding new or existing technologies.
Performs field safety observations and quality control checks in accordance with company TQA requirements.
Resolves and proactively prevents customer escalations
Establishes positive employee relations through effective individual and team communication and provide ongoing support
Regularly observes and mentors employees in regard to safety, quality, productivity and well-being
Coordinate and reinforce employee training to ensure Technical Quality Assurance (TQA) standards are met.
Performs practical field evaluations to verify technical competencies and safe practices; provides necessary feedback
Ensures staff has and maintains necessary company-issued tools and equipment
Facilitates cross-functional communications and cooperation with internal departments and service partners
Instills knowledge of all company products and services
Maintains records and documents in accordance with company policies and procedures
Adheres to industry specific local, state, and federal regulations, as applicable
Knows, understands and follows company policy
Performs other duties as requested by manager

Benefits

Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

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