Field Tech Supervisor

Job Summary

The Field Tech Supervisor is responsible for the day-to-day leadership, coordination, and performance of Aeneas Communications’ Field Technician team. This position oversees field operations to ensure installations, service calls, repairs, and other field activities are completed safely, efficiently, professionally, and in accordance with Aeneas standards.

The Field Tech Supervisor serves as the primary point of contact for Field Technicians and works closely with other Aeneas departments to coordinate schedules, resolve customer and technical issues, and maintain a high level of customer service. This is a working supervisor position and may require performing field work when needed.

Major Duties

• Supervise, support, and provide day-to-day direction to Field Technicians.
• Coordinate technician schedules, installations, service calls, repairs, and other field assignments.
• Monitor workloads and help ensure work orders are completed accurately and in a timely manner.
• Provide technical assistance and troubleshooting support to Field Technicians.
• Respond to and assist with escalated customer or technical issues.
• Perform field installations, service calls, and repairs when necessary.
• Ensure technicians follow Aeneas installation, safety, customer service, and workmanship standards.
• Inspect completed work and address quality or performance concerns as necessary.
• Assist with training and development of new and existing Field Technicians.
• Coordinate with Customer Service, Sales, Network Operations, and management regarding field activities and customer needs.
• Assist with the management and accountability of tools, equipment, materials, vehicles, and other company resources assigned to the field team.
• Promote responsible use of company time, materials, equipment, and expenses.
• Assist management with evaluating technician performance and identifying opportunities for improvement.
• Maintain current knowledge of industry standards, Aeneas products and services, and emerging technologies.
• Install services for commercial and residential customers when needed.
• Run copper and/or fiber-optic cabling.
• Program and troubleshoot routers, switches, and customer networking equipment.
• Install and troubleshoot Aeneas phone systems and related services.
• Work directly with customers and customer IT personnel to resolve technical issues.
• Maintain accurate documentation of field activities and completed work.
• Serve as an advocate for Aeneas Communications, LLC, its customers, interests, reputation, and public perception.
• Perform other duties as assigned by management.

Requirements

• Proven leadership skills and the ability to effectively supervise and motivate employees.
• Strong technical and troubleshooting skills.
• Demonstrated experience in telecommunications, broadband, networking, fiber optics, or a related technical field.
• Ability to prioritize and coordinate multiple technicians, service calls, and projects.
• Strong organizational and time-management skills.
• Excellent written and verbal communication skills.
• Ability to professionally handle customer escalations and difficult situations.
• Ability to work effectively with customers, coworkers, contractors, vendors, and customer IT personnel.
• Must be well-groomed and possess strong interpersonal and customer service skills.
• Self-motivated with the ability to make sound decisions with limited supervision.
• Willingness to take ownership of problems and see them through to resolution.
• Ability to work a flexible schedule, including evenings and weekends when necessary.
• Possess a valid state driver’s license and maintain a clean driving record.
• Ability to work in small or confined spaces and work aloft when necessary.
• Ability to identify wire and cable colors.
• Ability to safely perform the physical duties associated with telecommunications installation and maintenance.
• Maintain a professional attitude and represent Aeneas Communications, LLC positively when interacting with customers and the public.

Preferred Qualifications

• Previous supervisory or team-lead experience.
• Previous experience as a telecommunications Field Technician.
• Experience with fiber-optic installation and troubleshooting.
• Experience with residential and commercial networking equipment.
• Working knowledge of routers, switches, Wi-Fi networks, telephone systems, and fiber-optic networks.
• Experience training or mentoring technical employees.