JOB SUMMARY 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.
MAJOR DUTIES AND RESPONSIBILITIES 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 QUALIFICATIONS Skills/Abilities and Knowledge Advanced understanding of the TCP/IP stack and associated abstraction layers Advanced knowledge of network designs, network architectures, and network topologies Ability to read, write and speak the English language to communicate with employees, customers, and suppliers in person, on the phone, and/or by written communications in a clear, straight-forward, and professional manner 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 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 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 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 Ability to use electric or battery operated hand tools such as drills, hammers, wrenches, screwdrivers
Certifications and Licenses Valid driver's license with satisfactory driving record within Company required standards
Education Associates degree in electronics or related field, or equivalent work experience Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E)
Related Work Experience 5+ years of Field Techician work experience perferred 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 QUALIFICATIONS 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
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