Field Service Supervisor

Wideopenwest Networks, LLC; Livonia (MI); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dedicated supervisor to lead a team of installation and repair technicians. In this pivotal role, you will ensure compliance with quality standards while maintaining exceptional customer service. Your leadership will drive the training and development of technicians, ensuring they are equipped with the latest industry knowledge. This position offers the opportunity to make a significant impact on service delivery and employee morale within a dynamic environment. If you are passionate about fostering a positive workplace and delivering top-notch service, this role is perfect for you.

Qualifications

• 3-4 years of experience in a supervisory role preferred.
• Ability to communicate effectively with various stakeholders.

Responsibilities

• Supervise installation and repair technicians to ensure service quality.
• Assist in training and scheduling technicians for peak service coverage.

Skills

Supervisory Skills

Communication Skills

Customer Service

Problem Solving

Education

High School Diploma or GED

Associate's Degree

Tools

Google Suite

Job description

Summary:

Supervise installation and repair (service) technicians to provide accurate and timely installation and service of broadband products to subscribers such that the Company’s quality and customer service standards are maintained.

Duties and Responsibilities:

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

• Supervises installation/repair Field 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
• Assists in the training and development of technicians and keeps abreast of the most current technology in the broadband industry
• Schedules technicians so that coverage is at a maximum during peak hours to maintain prompt service
• Assure that any errors in installation or service are promptly resolved
• Maintains accurate time and attendance reporting
• Assists in developing, recommending and administering technical operations policies and procedures and maintains regular quality audits for compliance
• Ability to effectively communicate with customers, management, employees and installation and service partners (contractors).
• Assists in the development and management of the department’s operating budget in accordance with corporate guidelines.
• Assists in the interview/hiring process, coaching, counseling and ongoing review process for technician positions and administers discipline consistent with corporate polices.
• Works with managers, supervisors and employees to promote a positive attitude and good employee morale.
• Maintains a professional appearance and appropriate behavior at all times.
• Maintains good attendance.
• All 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:

High school diploma or GED required

-Experience/Skills Needed:

• Three to four years of experience and related associates degree, or equivalent combination of experience, training, and education
• Supervisory or management experience preferred

-Computer Skills:

• Proficient with Google Suite and utilizing web based applications

-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 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, 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 different 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

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Religion/Gender Identity employer

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran