Senior Field Operations Supervisor

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

Benefits offered by this job

401K Retirement Plan with CompanyMatch

Paid Vacation, Sick Time, and Holidays

Hotwire Service Discounts

Job summary

Hotwire Communications is seeking a Senior Field Operations Supervisor in Los Angeles to lead field service and alarm technicians, ensuring high-quality installations and service experiences for residential and security customers. Candidates should have extensive field supervision experience, strong leadership skills, and the ability to manage safety, training, and on-call coverage.

The role involves improving processes, reviewing routines, and providing weekly performance reports to drive

Qualifications

• 7+ years of experience in service, installation and supervision of field personnel; security systems preferred
• Lead and support field technicians in installation and service of all systems
• Demonstrated ability to manage schedules, safety and training
• Two+ years with Hotwire core services and access control/camera systems preferred
• Valid state driver’s license in the hiring state
• Willingness to work on ladders and at heights
• Flexible schedule including weekends/evenings/on-call rotations

Responsibilities

• Supervise daily field service and alarm technicians to ensure on-time, productive installations and service
• Identify opportunities to improve efficiency and secure buy-in for changes with measurable impact
• Manage performance to KPIs and goals
• Implement processes/changes to achieve targets in the field
• Educate customers remotely to avoid unnecessary truck rolls
• Review technician routing to maximize efficiency and service
• Assist with reviewing commercial security system sales prior to installation
• Provide weekly reports on service and installation stats to identify training needs
• Handle escalations for technical issues requiring field visits
• Process payroll/timekeeping and on-call reports for technicians
• Confirm COPS data and respond to internal customer needs
• Contribute input to project planning and budgeting for large projects
• Be available for emergency installations or service across systems
• Perform additional duties as assigned

Skills

7+ years experience

Team leadership

Driver's license

Working at heights

On-call rotation

Customer escalation handling

Field service supervision

Education

High School Diploma or equivalent

Associate degree in Internet Technologies or Engineering

Tools

Access control

IP cameras

IP communications

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:

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.

• 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:

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

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.

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.