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Supervisor, Field Operations

Company: Spectrum
Location: Nags Head
Posted on: November 16, 2021

Job Description:

JOB CODE: TOP415JOB TITLE: Sup, Field Operations JOB SUMMARYResponsible 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 RESPONSIBILITIESEnsure 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 QUALIFICATIONSSkills/Abilities and KnowledgeAdvanced understanding of the TCP/IP stack and associated abstraction layersAdvanced knowledge of network designs, network architectures, and network topologiesAbility 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 mannerAbility 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 beltsBasic knowledge using software tools to support the current operationsKnowledge 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 equipmentAbility 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 wiresAbility to work with small components and wires to make cable connectionsAbility to make cable connections in tight spaces by bending, reaching, twistingAbility to walk over all types of terrain in all kinds of weather while carrying tools and equipment, including ladders, safety equipment and tool beltsAbility to work while standing 50 - 70% of the timeAbility to use personal computer and software applications including Microsoft OfficeAbility 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 applicationsAbility to use electric or battery operated hand tools such as drills, hammers, wrenches, screwdrivers Certifications and LicensesValid driver's license with satisfactory driving record within Company required standards EducationAssociates degree in electronics or related field, or equivalent work experienceIndustry and vendor specific certifications and training (NCTI, SCTE, BCT/E) Related Work Experience5+ years of Field Techician work experience perferredSupervisory experience in a technical environment preferred or equivalent work experienceExperience in complex, structure cabling jobs that include interior/exterior installation of Cat5/Cat6 cablingExperience in programming and installing routers, Internet gateway services, Layer2/3 Ethernet switches and wireless access points in commercial environments PREFERRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to successfully manage face-to-face customer interactions and resolutionsDemonstrated leadership qualitiesAbility to handle multiple projects and tasksAbility to prioritize and organize effectivelyAbility to supervise and motivate othersModerate knowledge of residential and commercial facility construction design/layoutBasic knowledge of company products and services WORKING CONDITIONSWork indoors in confined space, poorly ventilated areas such as attics during extreme heat or coldExposure to dust, dirt, noise, insects, rodents, pets, and cleaning solutionsWork in commercial or factory type environmentsWork outdoors in all kinds of weather and at all times of the day or nightWork performed near power lines and electricityWork and travel in inclement weatherSome work may be performed in an office environmentWork performed at various heights above ground on telephone/power polesSome out of town and overnight travel as the business needs dictateOccasionally required to work overtime as the business needs dictateAbility to work weekends or a second shift as the business needs dictate TOPBR

Keywords: Spectrum, Chesapeake , Supervisor, Field Operations, Other , Nags Head, Virginia

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