Supervisor of Field Operations - Montgomery, AL
Company: SPECTRUM
Location: Montgomery
Posted on: January 25, 2023
Job Description:
Shift: Wednesday-Saturday 10am-9pm
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
- 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 managerREQUIRED
QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- 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 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 standardsRequired 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 environmentsPREFERRED QUALIFICATIONS
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 servicesPreferred
Education
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 dictatePHYSICAL AND MENTAL REQUIREMENTS
Physical Requirements
- 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, screwdriversMental Requirements
- 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
- Ability to use personal computer and software applications
including Microsoft OfficeEOE
Charter Communications is an Equal Opportunity Employer-
Minority/Female/Veteran/Disabilit TOPBR
Keywords: SPECTRUM, Montgomery , Supervisor of Field Operations - Montgomery, AL, Other , Montgomery, Alabama
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