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 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 : 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 necessary
regularly required to talk and hear
regularly required to sit, stand, bend at the…