Supervisor, Field Service

Supervisor, Field Service
Hagerstown, MD

Summary:

This position oversees and manages the daily operations of field service teams, ensuring efficient delivery of services to customers. This role involves coordinating technician schedules, ensuring the timely and accurate installation, maintenance, and repair of telecommunications equipment, and ensuring compliance with safety and regulatory standards. The supervisor also works to resolve operational issues, maintain customer satisfaction, and track performance metrics, while fostering team development and training. Effective communication with customers, management, and vendors is essential for successful service delivery and problem resolution.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• 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:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• 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.

Computer Skills

Word processing, spreadsheets, Internet software, email, database software

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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.
• Ability to drive Company vehicles in a safe manner.
• 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.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*