Senior Field Operations Supervisor

Hotwire Communications Ltd; Los Angeles (CA); On-site; USD 85,000 - 100,000; Full time

Benefits offered by this job

Healthcare plans

401K match

Paid vacation

Volunteer time

Parental leave

Service discounts

Referral bonuses

Entertainment discounts

Job summary

Hotwire Communications Ltd seeks a Senior Field Operations Supervisor to lead residential and security field teams, ensuring quality installations, safety and White Glove service standards.

You will supervise technicians, drive process improvements, manage on-call rotation and coordinate projects from planning through execution, with a focus on efficiency and customer satisfaction.

Qualifications

• Minimum 7 years in service, installation and supervision of field personnel.
• High School Diploma or equivalent; Associates preferred.
• Experience with security systems preferred.
• Valid driver's license in state of hire.
• Willing to work varied shifts and on-call.

Responsibilities

• Supervise field service and alarm technicians to ensure on-time installations and service.
• Improve efficiency and obtain approvals for process changes.
• Manage performance to KPIs and goals.
• Implement field changes to meet targets.
• Educate customers remotely to avoid truck rolls.
• Review routing to maximize efficiency.
• Oversee access control, surveillance, and IP systems pre-install.
• Provide weekly service/install stats.
• Handle escalations and payroll/timekeeping submissions.
• Input on project planning and budgeting.
• Cover installations during emergencies.
• Perform other duties as assigned.

Skills

Leadership

Team supervision

Field operations

Access control

IP surveillance

Education

High School Diploma or equivalent

Associates Degree in Internet Technologies or Engineering

Job description

The Senior 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. Additionally, the Senior Field Operations Supervisor will provide direction and leadership to the team, while ensuring performance, safety and “White Glove” standards are maintained.

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 seven 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

The expected base pay range for this position is $85,000 to $100,000 annually. Actual compensation will be determined based on experience, skills, and other job-related factors.

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.