Technical Service & Field Operations Supervisor

Liberty Latin America Communications, Inc.•Toa Baja, PR

About The Position

As the Technical Services & Field Operations Supervisor, you will supervise activities that minimize breaks in service and outages, and by facilitating internal and external communications. Meet customer expectations, technical quality standards, and company safety requirements. Responsible for meeting service activation and repair commitment dates. Lead technicians and ensure quality service is being performed.

Requirements

Bachelors Degree in Computer Programming and/in Electronics Required.
3-6 years of supervisory experience and as a service technician / line technician.
Good communication and positive interpersonal skills.
Fully Bilingual (Spanish and English).
Demonstrated technical knowledge of hybrid fiber coaxial network.
Knowledge of National Electrical Codes, FCC regulations and telecommunications transportation.
Knowledgeable in the operation 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 extension ladder.
Domain in electrical and electronics.
Computer-literate, knowledge in Microsoft Office.
Dynamic, customer Focus and service oriented.
Knowledge on Telecommunications, especially on cable, telephone, and Internet.
Valid driver’s license.
Assessment, background check and drug test will be required to successful candidate.

Responsibilities

Ensure responsiveness and first-time resolution to trouble call work orders while adhering to company quality and safety standards.
Responsible for supervising the field operations and ensuring customers receive the highest level of quality service during maintenance and repair of all Liberty Cable products.
Coordinate with dispatch to ensure all technicians are onsite to their jobs within the scheduled timeframe.
Review and coordinates nightly check-in and rotates On-Call schedules.
Lead schedule coordinations with OA and ensures the proper completion of all scheduled or on-demand service or maintenance work by coordinating and mentoring team on fair and business practical methods.
Identify key proficiencies and ensure associated training crafted to provide line and staff management with the understanding of applicable regulations, standard methodologies, including mentorship on handling compliance issues, inspections, and citations.
Ensure preventative maintenance is done in the areas of: CLI is in compliance of FCC rules & regulations; balancing and Sweeping both forward and reverse spectrums; troubleshooting any sub-band problems.
Monitor and lead technician productivity within the assigned market to ensure compliance with Liberty policies and procedures every single day.
Monitor system outages to ensure they are repaired within department guidelines and if necessary, assist with the repair.
Perform all duties according to prescribed safety procedures and use appropriate safety equipment.
Work with dispatch to monitor workloads, schedule manpower and align resources needed to meet workload demands, customer needs and company objectives.
Maintain assigned vehicle and tools in a secure manner and performs minor preventative.
Resolve advanced customer complaints and issues in a timely and courteous manner, as necessary.
Insure timely completion of all orders for installation/service and/or proper notification of delays.
Coordinate department responses to customer and department issues with a strong sense of urgency.
Check in with Technicians at the conclusion of every single day to ensure all jobs are completed and closed.
Availability to assist in system outages after natural disasters such as hurricanes on 24/7 schedules, if needed.
Availability to be moved from area of worked due to operational needs.
Drive company vehicles.
Directly supervise and provide mentorship to a group of employees in the Technical Service Department.
Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
Other functions may be assigned.