Technical Service & Field Operations Supervisor

Liberty Latin America Communications, Inc.•UNAVAILABLE, PR

About The Position

The Technical Service & Field Operations Supervisor oversees field service operations to minimize service interruptions and outages through effective coordination and communication. The role is accountable for meeting customer expectations, technical quality standards, safety requirements, and service activation and repair commitments. The supervisor leads technicians, monitors service quality and productivity, coordinates workforce and schedules, and supports troubleshooting and outage repairs. The role may require availability to assist with outages after natural disasters on a 24/7 schedule and reassignment to another area as operational needs arise.

Requirements

BS degree or equivalent experience in Computer Programming and/or Electronics.
Two years of supervisory experience.
Five to seven years of experience as a service technician and line technician.
Good communication and positive interpersonal skills.
Fluency in Spanish and English.
Demonstrated technical knowledge of hybrid fiber coaxial networks.
Knowledge of National Electrical Codes, FCC regulations, and telecommunications transportation.
Knowledge of advanced field test equipment, including OTDR, fusion splicer, spectrum analyzer, QAM analyzer, optical power meter, fiber traffic identifier, and laser source.
Ability to resolve system technical problems using accepted practices, procedures, and FCC technical standards.
Ability to carry, climb, and operate an extension ladder.
Knowledge of electrical and electronics.
Computer literacy and knowledge of Microsoft Office.
Dynamic, customer-focused, service-oriented approach.
Knowledge of telecommunications, especially cable, telephone, and Internet services.
Valid driver’s license.

Responsibilities

Ensure responsive, first-time resolution of trouble-call work orders in accordance with company quality and safety standards.
Supervise field operations and ensure customers receive high-quality maintenance and repair service for Liberty Cable products.
Coordinate with dispatch so technicians arrive at jobs within scheduled timeframes.
Review nightly check-ins and coordinate rotating on-call schedules.
Coordinate schedules with OA and ensure scheduled and on-demand service and maintenance work is completed, mentoring the team on fair and practical work methods.
Identify key proficiencies and develop related training on applicable regulations, standard methodologies, compliance issues, inspections, and citations.
Ensure preventive maintenance, including CLI compliance with FCC rules and regulations, forward and reverse spectrum balancing and sweeping, and troubleshooting sub-band problems.
Monitor technician productivity in the assigned market and ensure daily compliance with Liberty policies and procedures.
Monitor system outages, ensure repairs meet department guidelines, and assist with repairs when necessary.
Perform work according to prescribed safety procedures and use appropriate safety equipment.
Work with dispatch to monitor workloads, schedule the workforce, and align resources with workload demands, customer needs, and company objectives.
Secure and maintain assigned vehicles and tools, and perform minor preventive maintenance.
Resolve advanced customer complaints and issues promptly and courteously when necessary.
Ensure timely completion of installation and service orders or proper notification of delays.
Coordinate department responses to customer and department issues with urgency.
Check in with technicians at the end of each day to verify that all jobs are completed and closed.
Be available, if needed, to assist with system outages after natural disasters such as hurricanes on 24/7 schedules.
Be available for reassignment to another area based on operational needs.
Drive company vehicles.
Demonstrate and ensure compliance with the Customer First Philosophy, Liberty Latin America policies and procedures, the Code of Conduct, and Liberty safety standards and procedures.
Perform other functions as assigned.