Supv, Field Operations

WOW! Internet, Cable & Phone•Florida - Hernando County, FL

About The Position

Responsible for supervising and coordinating the daily activities of System Technicians, Field Service Technicians, and Locators. The supervisor establishes, supports, and implements procedures, performance standards, and best practices to optimize network performance and ensure timely installation and service of broadband products, providing a strong customer experience. The role also supports technician training and development, workforce scheduling, operational policies, budget management, hiring and employee performance processes, workplace safety, vehicle maintenance, and FCC-related field testing and records.

Requirements

High school diploma or GED.
Three to four years of experience and a related associate degree, or an equivalent combination of experience.
Experience with Microsoft Outlook, Excel, Word, and PowerPoint.
Thorough knowledge of broadband communication organization, administration, standards, regulations, and rules.
Familiarity with FCC, state PUC, and OSHA specifications, regulations, and standards.
Ability to develop and justify budgets, cost estimates, and work and equipment recommendations.
Thorough understanding of broadband network plant operations, demand, and problems.
Ability to accept responsibility for independent decisions and work with minimal supervision.
Ability to analyze and solve problems using sophisticated test equipment.
Ability to prepare company regulatory and industry compliance reports.
Ability to continue education in technological developments and industry standards.
Ability to communicate effectively with customers, management, employees, and installation and service partners, including contractors.
Must be able to work nights and weekends on variable schedules as necessary.
Must be available to support the team 24/7 as needed.
Must have a valid driver’s license and maintain a driving record that meets the insurance carrier’s standards.
Regularly required to talk and hear; sit, stand, bend at the knees and waist, and walk; use hands to type and handle objects and paperwork; raise arms overhead to work, reach, and carry; and use close vision, focus, and see colors.
Occasionally required to climb and to lift and carry objects and ladders up to 85 pounds.

Nice To Haves

Supervisory or management experience preferred.

Responsibilities

Supervise Field Service Technicians, System Technicians, and Locators to ensure compliance with company guidelines and key performance indicators.
Review and administer technician training and development on maintenance activities, work methods, quality and safety standards, and equipment; keep current with broadband technology.
Schedule technicians to provide maximum coverage for network maintenance demands and prompt service during peak hours.
Collaborate with leadership to promptly resolve installation and service issues.
Maintain accurate time and attendance reporting.
Work with leadership to develop, recommend, and administer technical operations policies and procedures, and conduct regular quality audits for compliance.
Collaborate with leadership on development and management of the department operating budget in accordance with corporate guidelines.
Lead technician interviews and hiring; coach, counsel, review performance, administer discipline, and enforce performance standards and corporate guidelines.
Implement and monitor work safety programs in compliance with OSHA standards.
Coordinate preventive and corrective vehicle maintenance.
Review FCC technical requirements, maintain records, and perform FCC-related field testing; maintain the network at or above design specifications.
Perform other duties as assigned.