Supv, Field Operations

Wide Open West; Spring Hill (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Wide Open West in Spring Hill, FL seeks a skilled supervisor to oversee System Technicians and Field Service Technicians, ensuring safe, efficient operations and adherence to KPIs. You will establish procedures, support training, and drive timely installation and service of broadband products to subscribers while delivering an exceptional customer experience.

Responsibilities include scheduling, budgeting support, policy development, safety programs, and leading hiring and performance reviews.

Qualifications

• 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.
• Thorough knowledge of a broadband organization, administration, standards, regulations, and rules.
• Familiarity with FCC, state PUC and OSHA specifications, regulations, and standards.
• Ability to develop and justify budgets, cost estimates and work/equipment recommendations.

Responsibilities

• Supervises Field Service Technicians, System Technicians, and Locators to ensure KPI compliance.
• Schedules technicians to maximize coverage meeting maintenance demands.
• Collaborates with leadership to resolve installation or service issues promptly.
• Maintains accurate time and attendance reporting.
• Develops and administers technical operations policies and procedures; conducts quality audits.
• Manages department operating budget per corporate guidelines.
• Leads interview/hiring processes and conducts performance reviews.
• Implements/monitors safety programs per OSHA standards.
• Coordinates vehicle maintenance and FCC-related field testing; maintains design specs.
• Performs other duties as assigned.

Skills

Leadership

Communication

Budgeting

Problem solving

Regulatory knowledge

Safety awareness

Education

High school diploma or GED

Associates degree or equivalent experience

Tools

Microsoft Outlook

Excel

Word

PowerPoint

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 polices.
• 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 ExperienceHigh school diploma or GED requiredThree 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 RoleExperience 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:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. must be able to work nights and weekends, variable schedule(s) as necessaryregularly required to talk and hearregularly required to sit, stand, bend at the knees and waist and walkrequired to use hands to type, handle objects and paperworkrequired to raise his/her arms overhead to work, reach, and carryrequired to use close vision and be able to focus and see colorsoccasionally required to climboccasionally required to lift and carry objects and ladders up to 85 lbsrequired to be available to support team 24/7 as the need arisesrequired to have a valid driver's license and maintain a driving record that meets the standards of the insurance carriergenerally 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