Supervisor, Field Operations
Core
Direct supervision of Customer Facing and Commercial Technicians to ensure daily workload completion, address issues timely, and maintain high-quality customer service.
Role type
Field Operations Supervisor (Telecommunications)
Builds
Field service operations for broadband and cable customers
Domain
Telecommunications / Cable TV / Broadband
Deliverable
product features
Required skills
Coaching and performance management, fault diagnosis (RF and light), field process knowledge, tool proficiency (ONX, TDR, Locator, Wifi analyzer), organizational skills, conflict resolution, decision-making under pressure, physical labor (lifting, ladder work)
Preferred skills
NCTI Broadband Service Technician certification, college/university education
Technologies
ONX, TDR, Locator, Wifi analyzer, Google Suite, Adobe PDF
Responsibilities
Coaching team members on strengths and weaknesses, conducting audits for policy and safety compliance, implementing performance improvement and disciplinary plans, transferring technical knowledge to technicians, completing employee performance assessments, handling customer inquiries and escalations, performing quality checks on installations, improving employee engagement scores, traveling within the assigned region
Seniority
Mid-level, hands-on IC with leadership responsibilities