Supv, Field Operations

WideOpenWest•Hernando, 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 promote optimum network performance and timely installation and service of broadband products, with the goal of providing a strong customer experience. The role oversees technician training and development, scheduling, performance, safety, service quality, regulatory compliance, and vehicle maintenance. It also collaborates with leadership on resolving installation and service issues, developing policies and budgets, and hiring and managing technician staff. The position generally works in an indoor office environment, with occasional outdoor work in varied weather and on uneven terrain. Nights, weekends, variable schedules, and availability to support the team 24/7 may be required.

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 learning about 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 and variable schedules as necessary.
Must be available to support the team 24/7 as the need arises.
Must have a valid driver’s license and maintain a driving record that meets the insurance carrier’s standards.
Must be able 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; use close vision, focus, and see colors; occasionally climb; and occasionally lift and carry objects and ladders up to 85 pounds.

Nice To Haves

Supervisory or management experience.

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, equipment, and current 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.
Collaborate with leadership to develop, recommend, and administer technical operations policies and procedures, and conduct regular quality audits for compliance.
Collaborate with leadership on developing and managing the department operating budget in accordance with corporate guidelines.
Lead interviewing and hiring, coaching, counseling, and ongoing reviews for technician positions; administer discipline and enforce performance standards consistent with corporate policies.
Implement and monitor ongoing work safety programs in compliance with OSHA standards.
Coordinate vehicle preventative and corrective maintenance.
Review FCC technical requirements, maintain related records, perform FCC-related field testing, and maintain the network at or above design specifications.
Perform other duties as assigned.