Supv, Field Operations

Knology Of Central Florida; Florida; On-site; USD 65,000 - 90,000; Full time

Job summary

WOW! is seeking a Supervisor to oversee daily activities of System and Field Service Technicians, ensuring timely broadband installation and service while delivering excellent customer experience.

You will lead KPI adherence, training, scheduling, budgeting, and safety programs, coordinating with leadership to optimize operations and regulatory compliance.

Qualifications

• High school diploma or GED required.
• Three to four years of related experience.
• Supervisory or management experience preferred.
• Experience with Microsoft Outlook, Excel, Word, PowerPoint.
• Familiarity with FCC, state PUC and OSHA specifications.
• Able to develop budgets, cost estimates and work/equipment recommendations.

Responsibilities

• Supervises Field Service Technicians, System Technicians, and Locators to ensure KPI compliance.
• Reviews training and development of technicians on maintenance activities and safety standards.
• Schedules technicians to maximize coverage and maintain prompt service.
• Collaborates with leadership on technical operations policies and quality audits.
• Maintains accurate time and attendance reporting.
• Coordinates with leadership on department budgets and hiring processes.
• Ensures OSHA safety programs are implemented and followed.
• Reviews FCC requirements and maintains records; conducts field testing.

Skills

Microsoft Outlook

Excel

Word

PowerPoint

Broadband knowledge

FCC regulations

OSHA standards

Budgeting

Communication

Education

High school diploma or GED

Associates degree or equivalent experience

Job description

Summary

Responsible for supervising and coordinating the daily activities of the System Technicians and Field Service Technicians. Establishes, supports, and implements procedures, performance standards, and best practices. Striving to achieve optimum network performance and timely installation and service of broadband products to subscribers providing the ultimate customer experience.

Essential Duties and Responsibilities Include but are not limited to the following:

• Supervises Field Service Technicians, System Technicians, and Locators to ensure compliance with company guidelines regarding all key performance indicators (KPI’s)
• Reviews and administers the training and development of technicians on all maintenance activities, proper work methods, quality standards, safety standards, equipment, and keeps abreast of the most current technology in the broadband industry.
• Schedules technicians to maximum coverage meeting network maintenance demands and maintain prompt service during peak hours.
• Collaborates with leadership in assuring that any installation or service issues are promptly resolved.
• Maintains accurate time and attendance reporting.
• Collaborates with leadership in developing, recommending and administering technical operations policies and procedures and maintains regular quality audits for compliance.
• Collaborates with leadership in the development and management of the department’s operating budget in accordance with corporate guidelines.
• Leads the interview/hiring process, coaching, counseling and ongoing review process for technician positions and administers discipline; enforcing performance standards and guidelines consistent with corporate policies.
• Implements/monitors ongoing work safety programs in compliance with OSHA standards.
• Coordinates vehicle preventative and corrective maintenance.
• Reviews FCC technical requirement and maintains records accordingly while performing all FCC-related field testing; maintains network at or better than design specifications.
• 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.
• Minimum Required Education and Experience: High school diploma or GED required.
• Three to four years of experience and related associates degree or equivalent combination of experience.
• Supervisory or management experience preferred.

Skills and Abilities to be Successful in this Role

• Experience with Microsoft Outlook, Excel, Word, PowerPoint.
• Thorough knowledge of a broadband communication organization, administration, standards, regulations, and rules.
• Familiarity with FCC, state PUC and OSHA specifications, regulations, and standards.
• Able to develop and justify budgets, cost estimates and work/equipment recommendations.
• Understand thoroughly the concept and scope of broadband network plant operations, demand and problems.
• Accepts responsibility for independent decisions and works with minimal supervision.
• Able to analyze and solve problems with sophisticated test equipment.
• Able to prepare company regulatory and industry compliance reports.
• Continues education in technological developments and industry standards.
• Ability to effectively communicate with customers, management, employees and installation and service partners (contractors).

Physical Demands/Working Conditions:

• must be able to work nights and weekends, variable schedule(s) as necessary regularly required to talk and hear regularly required to sit, stand, bend at the knees and waist and walk required to use hands to type, handle objects and paperwork required to raise his/her arms overhead to work, reach, and carry required to use close vision and be able to focus and see colors occasionally required to climb occasionally required to lift and carry objects and ladders up to 85 lbs required to be available to support team 24/7 as the need arises required to have a valid driver’s license and maintain a driving record that meets the standards of the insurance carrier generally works in an indoor office environment but occasionally works out of doors, in all types of weather and on uneven terrain.

WOW! is an Equal Opportunity Employer - Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/Gender Expression/National Origin/Disability/Protected Veterans 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.

WOW! is one of the nation's largest Internet, cable, and phone providers. While we've grown a lot since we started, in the last 20 years we haven't forgotten our roots. WOW! has a deep, rich heritage of delivering the best experiences to our customers and we've worked hard to keep it that way. WOW!ing our customers is in our DNA. We are committed to putting our customers and team members first. So what does that mean for the people who come to work with us? It means you can make a difference while you grow your career at WOW!. When you join WOW!, you're joining a team that strives to delight our customers in everything we do; that goes the extra mile for those we serve. We're for being different - in a good way. Whether it's through showing respect, making things easy, or providing pleasant surprises, we're for building a culture that WOW! employees and customers truly love. We'd love for you to be a part of our team.