Senior Field Operations Supervisor

About the role

Ensure core service and/or security technicians deliver a quality installation and service experience to residential and/or security customers through training, supervision, quality control, and equipping in a productive, process-driven manner. Provide direction and leadership to the team while maintaining performance, safety, and “White Glove” standards.

Responsibilities

• Supervise field service and/or alarm technicians daily to ensure on-time, productive system installations and servicing.
• Identify opportunities to improve efficiency, gain buy-in, and implement approved changes with measurable outcomes.
• Manage performance against KPIs and goals.
• Set up and implement process, operational, or technical field changes to achieve objectives.
• Provide remote service and customer education on escalations from Inside Support to avoid unnecessary truck rolls.
• Review technician routing and assignments to maximize efficiency and service quality.
• Review commercial sales of access control, surveillance, and security systems prior to installation when applicable.
• Generate weekly reports on service and installation statistics to pinpoint areas for training and improvement.
• Handle technical customer escalations requiring field visits.
• Receive, review, and submit technicians’ payroll, timekeeping, and on-call reports to the General Manager by deadline.
• Respond to internal customer requests for confirmation on COPS data.
• Provide input on project planning and budgeting for upcoming large projects.
• Assist with installations or service in emergency situations as needed.
• Perform other duties as assigned.

Requirements

• At least seven years of experience in service, installation, and supervision of field personnel for core services.
• Experience with security systems strongly preferred.
• High School Diploma or equivalent required; Associate’s Degree in Internet Technologies or Engineering preferred.
• Proven ability to lead, team build, and support field technicians in installation and service of all systems.
• At least two years’ experience with Hotwire core services, Access Control systems, Camera systems, and IP communications.
• Active and clean, non-restrictive, state-issued driver’s license in the state where hired.
• Comfortable working on ladders and at heights.
• Willingness to work days, weekends, evenings, holidays, and participate in on-call rotation as needed.

Benefits

• Comprehensive healthcare, dental, and vision plans.
• 401K Retirement Plan with company match.
• Paid vacation, sick time, and additional holidays (including your birthday).
• Paid volunteer time.
• Paid parental leave.
• Hotwire service discounts for employees living on a property serviced by Hotwire (includes high-speed internet, video service, phone, and security service).
• Employee referral bonuses.
• Exclusive entertainment discounts and perks.

Pay

Expected base pay range for this position is $85,000 to $100,000 annually. Actual compensation will be determined based on experience, skills, and other job-related factors.