Field Operations Supervisor

Hotwire Communications Ltd; Boca Raton (FL); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Healthcare

401K with company match

Paid vacation and holidays

Volunteer time

Parental leave

Employee discounts

Referral bonuses

Entertainment discounts

Job summary

Hotwire Communications Ltd is seeking a Field Operations Supervisor to oversee residential and security technician teams, ensuring quality installations and service experiences.

The role includes supervising daily field activities, driving efficiency, managing KPIs, and coordinating with inside teams for escalations while supporting large projects and on-call rotations.

Qualifications

• High School Diploma or equivalent required, Associates degree preferred.
• 5+ years in service, installation and supervision of field personnel, security systems preferred.
• Ability to lead and support field technicians on installation and service of all systems.
• Experience with Hotwire core services and Access Control/Camera/IP systems, preferred.

Responsibilities

• Supervise field service and alarm technicians to ensure on-time, productive installations and service.
• Identify efficiency improvements and obtain buy-in for changes.
• Manage performance to KPIs and goals.
• Set up processes and implement field changes to achieve goals.
• Provide remote service guidance and educate customers to reduce truck rolls.

Skills

Leadership

People management

KPI management

Scheduling & routing

Customer escalation handling

Emergency on-call

Communication

Education

High School Diploma or equivalent

Associate degree in Internet Technologies or Engineering

Tools

Access Control systems

Camera systems

IP communications

Job description

The Field Operations Supervisor is responsible for ensuring that core service and/or security technicians are providing residential and/or security customers a quality installation and service experience, through proper training, supervision, QC, equipping in a productive process driven manner.

RESPONSIBILITIES

• Daily supervision of field service and/or alarm technicians to ensure on time, productive system installations and servicing.
• Find opportunities to improve efficiency, discuss get buy in and approval to institute with measurable.
• Performance management to KPI’s and goals.
• Set up of and implementation of process, operation or technical field changes to achieve goals.
• Remote service and customer education on escalations from Inside Support tech to avoid truck rolls.
• Review tech routing and assignments to maximize efficiency and service.
• May review commercial sales of access control, surveillance and security systems prior to installation.
• Weekly reports of service and installation stats to help pinpoint areas for training, improvement etc.
• Handle technical customer escalations of service issues if field visit is necessary.
• Receive, review and send technicians payroll / timekeeping and on-call reports to GM by deadline.
• Receive and respond to internal customer needs for confirmation on COPS data confirmations.
• Give input on project planning and budgeting for upcoming large projects.
• Willing and able in emergency situations to jump in and do installation or service on all systems.
• Other duties as assigned.

MINIMUM QUALIFICATIONS

• At least five years of experience in Service, Installation and supervision of field personnel of core services. Experience with security systems strongly preferred.
• High School Diploma or equivalent required, Associates Degree in Internet Technologies or Engineering is preferred
• Ability to lead, team build and support field technicians doing installation and service of all systems
• At least two years’ experience with Hotwire core services and Access Control systems, Camera systems and IP communications
• Must have active and clean, non-restrictive, state issued driver’s license in State where hired.
• Must be comfortable working on a ladder and all heights
• Ability to work days, weekends, evenings and holidays and participate with on-call rotation as needed

BENEFITS

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.