Responsible for overall fulfillment operations of the system locations from the node to the home across the assigned area. Supervise installation and service to meet customer expectations, technical quality standards, employee productivity and company safety requirements. Maximize customer satisfaction through quality craftsmanship and operational excellence of the customer premise network. Responsible for the hiring, training, development, and performance evaluation of team.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Ensure responsiveness and first time resolution to installation and trouble call work orders while adhering to company quality and safety standards
Ensures quality control checks are completed satisfactorily; resolve escalated customer problems as necessary.
Provides quality assurance support and direction to field staff regarding new or existing technologies.
Performs field safety observations and quality control checks in accordance with company TQA requirements.
Resolves and proactively prevents customer escalations
Establishes positive employee relations through effective individual and team communication and provide ongoing support
Regularly observes and mentors employees in regard to safety, quality, productivity and well-being
Coordinate and reinforce employee training to ensure Technical Quality Assurance (TQA) standards are met.
Performs practical field evaluations to verify technical competencies and safe practices; provides necessary feedback
Ensures staff has and maintains necessary company-issued tools and equipment
Facilitates cross-functional communications and cooperation with internal departments and service partners
Instills knowledge of all company products and services
Maintains records and documents in accordance with company policies and procedures
Adheres to industry specific local, state, and federal regulations, as applicable
Knows, understands and follows company policy
Performs other duties as requested by manager
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to communicate effectively with employees, customers, and suppliers in person, on the phone, and/or by written communications in a clear, straight-forward, and professional manner
Advanced understanding of the TCP/IP stack and associated abstraction layers
Advanced knowledge of network designs, network architectures, and network topologies
Basic knowledge using software tools to support the current operations
Knowledge in basic network devices and network appliances Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipment
Ability to use personal computer and software applications including Microsoft Office
Ability to operate appropriate computer or test equipment associated with position (e.g. signal level meters, ohm meters, etc.)
Ability to use handheld communication devices and applications
Work and travel in inclement weather
Valid driver's license with satisfactory driving record within Company required standards
Required Education
Associates degree in electronics or related field, or equivalent work experience Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E)
Required Related Work Experience and Number of Years
Field Technician work experience preferred - 5+
Supervisory experience in a technical environment preferred or equivalent work experience
Experience in complex, structure cabling jobs that include interior/exterior installation of Cat5/Cat6 cabling
Experience in programming and installing routers, Internet gateway services, Layer2/3 Ethernet switches and wireless access points in commercial environments
Preferred Skills/Abilities and Knowledge
Ability to successfully manage face-to-face customer interactions and resolutions
Demonstrated leadership qualities
Ability to handle multiple projects and tasks
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Moderate knowledge of residential and commercial facility construction design/layout
Basic knowledge of company products and services
Preferred Related Work Experience and Number of Years
Supervisory or leadership experience - 1+
Working Conditions
Work indoors in confined space, poorly ventilated areas such as attics during extreme heat or cold
Exposure to dust, dirt, noise, insects, rodents, pets, and cleaning solutions
Work in commercial or factory type environments
Work outdoors in all kinds of weather and at all times of the day or night
Work performed near power lines and electricity
Work and travel in inclement weather
Some work may be performed in an office environment
Work performed at various heights above ground on telephone/power poles
Some out of town and overnight travel as the business needs dictate
Occasionally required to work overtime as the business needs dictate
Ability to work weekends or a second shift as the business needs dictate
Physical Requirements
Ability to use the following hand tools: electric drills, hammers, wrenches, screwdrivers
Ability to walk over all types of terrain in all kinds of weather, while carrying tools and equipment, including gaffs, ladders, and fully loaded tool belts
Ability to accurately take measurement and apply to position tasks
Ability to carry, climb and operate extension ladder, (approx. 32 ft high and 90 pounds)
Ability to perform job from high places (i.e. poles and roofs)
Ability to differentiate between different sizes and colors of wires
Ability to work with small components and wires to make cable connections
Ability to make cable connections in tight spaces by bending, reaching, twisting
Ability to walk over all types of terrain in all kinds of weather while carrying tools and equipment, including ladders, safety equipment and tool belts
Ability to work while standing 50 - 70% of the time
Ability to use electric or battery operated hand tools such as drills, hammers, wrenches, screwdrivers
Job Code : TOP415
2024-36232
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
FCC Unit: 13534 Business Unit: Field Operations Zip Code: 96740
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