Supervisor, Field Operations – Cedartown, GA

Shift: Tue – Sat 12 pm – 9 pm

Responsible for overall fulfillment operations of the system locations from the node to the home across the assigned area. Supervise installation and service to meet customer expectations, technical quality standards, employee productivity and company safety requirements. Maximize customer satisfaction through quality craftsmanship and operational excellence of the customer premise network. Responsible for the hiring, training, development, and performance evaluation of team.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

Ensure responsiveness and first-time resolution to installation and trouble call work orders while adhering to company quality and safety standards.

Ensures quality control checks are completed satisfactorily; resolve escalated customer problems as necessary.

Provides quality assurance support and direction to field staff regarding new or existing technologies.

Performs field safety observations and quality control checks in accordance with company TQA requirements.

Resolves and proactively prevents customer escalations

Establishes positive employee relations through effective individual and team communication and provide ongoing support

Regularly observes and mentors employees in regard to safety, quality, productivity and well-being

Coordinate and reinforce employee training to ensure Technical Quality Assurance (TQA) standards are met.

Performs practical field evaluations to verify technical competencies and safe practices; provides necessary feedback

Ensures staff has and maintains necessary company-issued tools and equipment

Facilitates cross-functional communications and cooperation with internal departments and service partners

Instills knowledge of all company products and services

Maintains records and documents in accordance with company policies and procedures

Adheres to industry specific local, state, and federal regulations, as applicable

Knows, understands and follows company policy

Performs other duties as requested by manager

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Ability to communicate effectively with employees, customers, and suppliers in person, on the phone, and/or by written communications in a clear, straight-forward, and professional manner

Advanced understanding of the TCP/IP stack and associated abstraction layers

Advanced knowledge of network designs, network architectures, and network topologies

Basic knowledge using software tools to support the current operations

Knowledge in basic network devices and network appliances Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipment

Ability to use personal computer and software applications including Microsoft Office

Ability to operate appropriate computer or test equipment associated with position (e.g. signal level meters, ohm meters, etc.)

Ability to use handheld communication devices and applications

Work and travel in inclement weather

Valid drivers license with satisfactory driving record within Company required standards

Required Education

Associates degree in electronics or related field, or equivalent work experience Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E)

Required Related Work Experience and Number of Years

Field Technician work experience preferred – 5 Supervisory experience in a technical environment preferred or equivalent work experience

Experience in complex, structure cabling jobs that include interior/exterior installation of Cat5/Cat6 cabling

Experience in programming and installing routers, Internet gateway services, Layer2/3 Ethernet switches and wireless access points in commercial environments

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Ability to successfully manage face-to-face customer interactions and resolutions

Demonstrated leadership qualities

Ability to handle multiple projects and tasks

Ability to prioritize and organize effectively

Ability to supervise and motivate others

Moderate knowledge of residential and commercial facility construction design/layout

Basic knowledge of company products and services

Preferred Education

Working Condidtions

Work indoors in confined space, poorly ventilated areas such as attics during extreme heat or cold

Exposure to dust, dirt, noise, insects, rodents, pets, and cleaning solutions

Work in commercial or factory type environments

Work outdoors in all kinds of weather and at all times of the day or night

Work performed near power lines and electricity

Work and travel in inclement weather

Some work may be performed in an office environment

Work performed at various heights above ground on telephone/power poles

Some out of town and overnight travel as the business needs dictate

Occasionally required to work overtime as the business needs dictate

Ability to work weekends or a second shift as the business needs dictate

Physical Requirements

Ability to use the following hand tools: electric drills, hammers, wrenches, screwdrivers

Ability to walk over all types of terrain in all kinds of weather, while carrying tools and equipment, including gaffs, ladders, and fully loaded tool belts

Ability to accurately take measurement and apply to position tasks

Ability to carry, climb and operate extension ladder, (approx. 32 ft high and 90 pounds)

Ability to perform job from high places (i.e. poles and roofs)

Ability to differentiate between different sizes and colors of wires

Ability to work with small components and wires to make cable connections

Ability to make cable connections in tight spaces by bending, reaching, twisting

Ability to walk over all types of terrain in all kinds of weather while carrying tools and equipment, including ladders, safety equipment and tool belts

Ability to work while standing 50 – 70% of the time

Ability to use electric or battery operated hand tools such as drills, hammers, wrenches, screwdrivers

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TOP415 2024-41184 2024

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