Field Operations Supervisor

Hotwire Communications; Boynton Beach (FL); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

401K plan

Paid vacation and holidays

Discounted services for employees

Job summary

Hotwire Communications is seeking a Field Operations Supervisor to oversee the installation and service performance of field technicians for core services, including security systems. You will train, supervise, and coach teams to ensure high-quality customer experiences and efficient field operations.

You will also drive process changes, monitor KPI progress, and participate in project planning and budgeting for large initiatives.

Qualifications

• 5+ years in service, installation and supervision of field personnel.
• Experience with security systems strongly preferred.
• Leading, building teams and supporting field technicians.
• Two years’ experience with Hotwire core services and access control, camera systems, and IP communications.

Responsibilities

• Daily supervision of field service and alarm technicians to ensure on-time, productive installations and servicing.
• Identify opportunities to improve efficiency and obtain buy-in for approved changes.
• Manage performance against KPI’s and goals.
• Set up and implement processes or changes to reach targets.
• Provide remote service guidance to reduce unnecessary site visits.
• Review technician routing and assignments for efficiency and service.
• Review potential commercial security system sales prior to installation.
• Provide weekly reports to pinpoint training or improvement needs.
• Handle escalations of service issues requiring field visits.

Skills

Team leadership

Field supervision

Customer service

Problem solving

On-site mobility

Education

High School Diploma or equivalent

Associate's 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

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• 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

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.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.