Supervisor, Field Service FT VI

Charter Communications; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

Spectrum is seeking a Field Service Supervisor to lead a team delivering technical service from the node to the home. You will ensure installations meet high standards while fostering employee growth and safety.

Responsibilities include overseeing field operations, quality checks, training coordination, and cross-functional collaboration to enhance network reliability and customer satisfaction.

Qualifications

• 5+ years of field technician experience and supervisory experience in a technical environment.
• Experience with interior and exterior Cat5/Cat6 cabling.
• Experience with routers, internet gateway services, and layer 2/3 ethernet switches in commercial environments.
• Strong understanding of TCP/IP and network designs/topologies.
• Valid driver's license with a satisfactory driving record per Spectrum requirements.

Responsibilities

• Oversee installation and service operations to ensure first-time resolution and adherence to quality and safety standards.
• Conduct quality control checks and field safety observations, resolving escalated customer issues and preventing escalations.
• Provide direction and QA support to your team regarding new and existing technologies.
• Mentor and observe your team to reinforce safety, productivity and technical skills, offering feedback.
• Coordinate and reinforce employee training to meet technical quality assurance standards.
• Facilitate cross-functional communication with internal departments and service partners.
• Maintain accurate records and documentation.

Skills

Leadership

Field supervision

TCP/IP knowledge

Cable installation

Routers & switches

Hand tools

Safety training

Mentoring

Documentation

Education

Associate degree in electronics or equivalent

NCTI, SCTE, BCT/E certifications and training

Tools

Test equipment

Handheld devices

Ladders

Job description

Job Summary

Looking to lead a team that delivers exceptional technical service from the node to the home? As a Field Service Supervisor at Spectrum, you’ll ensure installations and service meet high technical standards while supporting employee growth and safety. Maximize customer satisfaction through quality craftsmanship and operational excellence, directly impacting the reliability and performance of Spectrum’s customer network.

Responsibilities

How You’ll Make an Impact

• Oversee installation and service operations to ensure first-time resolution and adherence to Spectrum’s quality and safety standards
• Conduct quality control checks and field safety observations, resolving escalated customer issues and proactively preventing future escalations
• Provide direction and quality assurance support to your team regarding new and existing technologies
• Mentor and regularly observe your team to reinforce safety, productivity and technical skills, offering ongoing feedback and support
• Coordinate and reinforce employee training to meet technical quality assurance standards
• Facilitate cross-functional communication and cooperation with internal departments and service partners
• Maintain accurate records and documentation

Working Conditions

• Work indoors, outdoors and at heights in varying weather, including confined spaces and commercial environments
• Exposure to environmental elements such as dust, dirt, noise and cleaning solutions
• Travel, overtime, weekends and second shifts may be required as business needs dictate

Qualifications

What You’ll Bring to Spectrum

Required Qualifications

Education

• Associate degree in electronics or equivalent
• Industry and vendor certifications and training such as NCTI, SCTE, BCT/E

Experience

• 5+ years of field technician work experience
• Supervisory experience in a technical environment or equivalent
• Experience with complex cabling jobs including interior and exterior installation of Cat5 and Cat6
• Experience with programming and installing routers, internet gateway services, layer 2/3 ethernet switches and wireless access points in commercial environments

Skills

• Advanced understanding of the TCP/IP stack and abstraction layers
• Advanced knowledge of network designs, architectures and topologies
• Ability to use hand tools
• Capable of walking on all types of terrain and in all weather while carrying tools and equipment including ladders and tool belts
• Ability to carry, climb and operate extension ladders up to 32 feet and 90 pounds
• Accurate measurement and application to job tasks
• Ability to differentiate between wire sizes and colors
• Work with small components and wires in tight spaces
• Ability to stand for long periods
• Proficient in personal computer and Microsoft Office applications
• Ability to operate relevant test equipment and handheld communication devices
• Basic software proficiency supporting field operations
• Knowledge of network devices and appliances

Other

• Valid driver’s license with a satisfactory driving record per Spectrum requirements

Preferred Qualifications

Skills

• Demonstrated leadership ability
• Knowledge of residential and commercial facility construction design and layout
• Basic knowledge of Spectrum products and services