Supervisor, Field Service

Duties And Responsibilities

• Supervise installation/repair Customer Service Technicians to ensure compliance with company guidelines regarding all key performance indicators (KPI’s) including quality, customer service, safety, work-order completion and closeout, and productivity requirements.
• Assist in training Customer Service Technicians on fiber-based and fixed wireless broadband services.
• Assist in the development of technicians and keeps abreast of the most current technology in the broadband industry.
• Schedule technicians so coverage is at a maximum during peak hours to maintain prompt service.
• Maintain compliance with industry standards such as NJUNS, 811, etc.
• Assure that any errors in installation or service are promptly resolved.
• Maintain accurate time and attendance reporting.
• Assist in developing, recommending and administering technical operations policies and procedures and maintains regular quality audits for compliance.
• Effectively communicate with customers, management, employees and installation and service partners (contractors).
• Assist in the development and management of the department’s operating budget in accordance with corporate guidelines.
• Assist in the interview/hiring process, coaching, counseling and ongoing review process for technician positions and administer discipline consistent with corporate polices.
• Work with managers, supervisors and employees to promote a positive attitude and good employee morale.
• Maintain a professional appearance and appropriate behavior at all times.
• Maintain good attendance.
• Other duties as assigned.

Qualifications

• High school diploma or GED required.
• Three to four years of experience and related associate’s degree, or equivalent combination of experience, training, and education.
• Experience must include; Fiber splicing and fiber restoration and/or fixed wireless broadband experience.
• Supervisory or management experience preferred.

Physical Demands/Working Conditions

• Ability to talk, hear, and communicate effectively.
• Ability to work while standing most of the time.
• Ability to walk or work over all types of terrain, in all types of weather.
• Ability to carry tools and equipment including gaffs, ladders, and tool belts.
• Ability to work in tight spaces while bending, twisting and reaching.
• Ability to climb poles using gaffs hooks and climbing belts.
• Ability to carry, climb and operate extension ladder (approx. 28’ & 75lbs).
• Ability to differentiate between assorted sizes and colors of wires.
• Ability to perform work in elevated places (i.e., roofs and utility poles).
• Ability to use drills, hammers, wrenches, screwdrivers and other hand tools.
• Ability to work with small components.
• Ability to use close vision, peripheral vision and adjust focus.
• Ability to work in poorly vented areas such as attics, in extreme temperatures.
• Ability to move, crawl, bend, stoop, kneel, crouch, reach, pull, push, and grasp.
• Ability to lift up to 90 pounds.
• Physically able to operate computer equipment and test equipment.
• Ability to work in environments that may have dust, dirt, noise, insects and cleaning solutions.
• Ability to work safely near power lines and electrical equipment.
• Must be able to meet the physical limit requirements of personal protective equipment, aerial lift equipment, ladders and/or gaffs that may be used in this position.