Service Delivery Supervisor

ZipRecruiter; Lancaster (Lancaster County); On-site; USD 65,000 - 85,000; Full time

Job summary

A leading fiber internet provider is seeking a Service Delivery Supervisor in Lancaster, CA. This role includes supervising field technicians, coordinating installations, and ensuring service quality. Ideal candidates have telecommunications experience and strong leadership skills. Join us to support the growth of our cutting-edge fiber internet services.

Benefits

100% Employer-paid medical, dental, vision, and life insurance

401(k) with 100% Employer-matched up to 4%

Generous paid time off including sick leave and holidays

Free high-speed internet service

Qualifications

• Minimum of 5 years of telecommunications installation experience.
• At least 2 years in a supervisory role.
• Solid understanding of telecom networks and technologies.

Responsibilities

• Supervise field technicians and ensure efficient service delivery.
• Monitor performance and support training initiatives.
• Coordinate daily service delivery activities and technician routing.

Skills

Team leadership

Technical support

Problem-solving

Communication

SalesForce proficiency

MS Office applications

Education

High School Diploma or equivalent

Tools

SalesForce

MS Office

Job description

Job Description: Service Delivery Supervisor

Job Title: Service Delivery Supervisor

Classification: Full-Time, Non-Exempt, At-Will

Reports to: Service Delivery Manager

Department: Customer Support

Location: In Field: Lancaster, CA.

Location Status: Work will be primarily performed at a designated field worksite location based out of a central Communications worksite. Frequent travel to and work from other offices or other off-site locations will be required.

About Us:

As the leading provider of 10G fiber internet in California, Communications is a company built by the needs of the communities that we serve. Working for Communications means being dedicated to bringing cutting-edge fiber internet to rural and urban communities, providing opportunities, enhancing technology, and enabling access for all to come.

Summary:

The Service Delivery Supervisor supports and coordinates the daily activities of field technicians to ensure the efficient delivery of services, including surveying and installations for residential homes, commercial multi-dwelling units (MDUs), and business customers. This role provides on-the-ground guidance, technical assistance, and operational support to maintain service quality and customer satisfaction. Strong teamwork, problem-solving skills, and technical knowledge are essential for effectively assisting technicians and keeping service operations running smoothly.

Qualifications and Experience:

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• A valid driver's license, subject to successful verification through a DMV check, is mandatory
• Minimum of 5 years of experience in telecommunications installation of single family, Multi dwelling Units, with at least 2 years in a supervisory role
• Solid understanding of telecom networks, equipment, and technologies, including fiber optics, copper, wireless systems, and related infrastructure
• Strong understanding of SalesForce and Pitstop software
• The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
• Proficiency in Spanish desirable

Skills:

• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
• Functional use of common office equipment, computers, and office software

Essential Duties and Responsibilities:

Team Leadership and Support

• Provides daily guidance and support to field technicians, fostering teamwork, safety, and productivity in alignment with company policies
• Assists in monitoring employee performance and shares feedback with management for coaching and evaluation purposes
• Encourages collaboration and adherence to work standards to ensure operational goals are met

Service Delivery Coordination

• Coordinates daily Service Delivery activities, including technician routing, work order assignments, and scheduling, under the direction of the Dispatch Manager
• Monitors progress of field technicians, identifies issues, and escalates concerns to management as needed
• Supports service installation, repair, and maintenance activities by assisting technicians and ensuring workflow efficiency

Quality Assurance and Compliance

• Helps ensure field work complies with company policies, safety guidelines, and industry regulations
• Conducts field checks and reports quality or compliance concerns to management for review
• Assists in implementing corrective actions and participates in training initiatives to maintain high service standards

Technical Support and Assistance

• Provides hands-on technical support to technicians during installations, repairs, and troubleshooting
• Shares knowledge of tools, systems, and procedures to help technicians perform effectively
• Keeps current with industry practices and technologies and communicates updates to the team

Customer Support

• Addresses customer concerns and escalations in coordination with the Customer Support team
• Assists in resolving issues promptly to support a positive customer experience

Reporting and Documentation

• Prepares daily or weekly reports on team productivity, service levels, and field activities for management review
• Tracks data on workload, quality, and overtime usage and highlights trends or issues for leadership follow-up

After-Hours Support

• Responds to outage occurrences or urgent field needs as assigned
• Supports operations outside of standard hours when required, reporting overtime and staffing needs to management
• Documents call-out activity and submits for approval to ensure proper cost tracking

Supervisory Responsibilities:

• Leads by example and follows guidelines and policies outlined in the Communications Employee Handbook
• Provides direct supervision and support to employees regarding team-related issues across various practices within the department, ensuring compliance with organizational policies and relevant laws and regulations
• Leads and motivates team members to achieve goals, sets performance standards, and provides constructive feedback through regular evaluations
• Oversees the accurate and timely submission of timecards, ensuring compliance with payroll deadlines, while addressing discrepancies or issues
• Identifies training needs and facilitates professional development to enhance team skills and performance
• Addresses conflicts and resolves interpersonal issues within the team, fostering a positive work environment
• Manages resources effectively, ensures the team has the necessary tools to succeed, and tracks progress towards clear, aligned objectives
• Ensures compliance with company policies, procedures, and regulatory requirements, while keeping communication open and transparent with team members
• Reports team performance and project updates to upper management, making adjustments as needed to meet targets
• Supervisory responsibilities may include direct supervision of subordinates, along with participating in the hiring process but does not have final authority on hiring or termination decisions, training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems

What We Offer:

• 100% Employer-paid medical, dental, vision, and life for all our employees
• 401 (k) with 100% Employer-matched up to 4% of your annual income
• Generous paid time off including sick, vacation, holiday and birthday pay
• Free high-speed internet and phone service where available

Communications is an equal opportunity employer who welcomes applications from individuals with the skills, experience, and dedication to excel in their roles without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other basis protected by federal, state, or local law.

To arrange reasonable accommodation(s) for qualified individuals with disabilities, please contact Recruiting (recruiting at com) to initiate the interactive process.