Install and Support Field Supervisor

2 weeks ago

City of Saint Peters, United States I3 Broadband LLC Full time
Job DescriptionJob DescriptionJob Summary:

Installation and Support Field Supervisors deliver on i3's promise of the world's most advanced internet, television, and voice services with the industry's best customer service by leading those responsible for installation and repair activities. Supervisors improve the safety, quality, and efficiency of installation and repair services, working across departments to ensure a seamless experience for customers.

Duties/Responsibilities:

  • Lead by example to model the i3 core values and customer service philosophy.
  • Ensure all safety policies are followed and maintain a continual focus on the safety of employees, customers, and the communities we serve.
  • Ensure installation and support staff are trained on safety policies, tools and equipment, procedures, best practices, and all required codes and regulations.
  • Communicate important business initiatives and company messages to the team in a positive manner; educate the team on new products and services.
  • Foster a team environment of open communication, approachability, and fair treatment; administer company policies; take appropriate action as necessary.
  • Respond to customer escalations to understand issues and offer solutions; work cross-functionally to ensure that complex issues are resolved properly and timely. Ensure proper follow-up with customers and others as needed.
  • Monitor team performance, provide regular coaching and feedback to team members; celebrate employee successes through recognition and promotion.
  • Conduct field audits to ensure quality and safety policies are followed.
  • Consistently exercise independent judgment and discretion in matters of significance.
  • Make recommendations in hiring new employees, transfers, promotions, and performance management.
  • Manage the schedule and on-call calendars.
  • Work with dispatch personnel to ensure all items are completed in a timely manner.
  • Perform and complete installations, troubleshooting, and repair for customers at an expert level.
  • Direct the work of eight or more full-time employees or their equivalent.

Required Skills/Abilities:

  • Demonstrates high ethical standards and a strong work ethic.
  • Show respect for others, the ability to solicit and build on others’ ideas, and support group decisions.
  • Highly organized with the ability to effectively manage multiple priorities.
  • Comfortable solving problems and driving issues to resolution, even with the right course of action is not immediately clear.
  • Strong critical thinking and problem-solving skills, with the ability to remain positive and patient.
  • Ability and interest to work in a dynamic and rapidly changing technology environment, effectively dealing with multiple projects, stress, conflict, coaching, and monitoring the performance of direct reports.
  • Possess excellent verbal and written communication skills, including the ability to effectively articulate complex situations to colleagues and customers with varying degrees of technical knowledge.
  • Responsible and self-motivated.
  • Proficient at installation and repair procedures and documentation.
  • Ability to operate motorized work equipment and office equipment, including personal computers, phone systems, software applications, hand tools, electric tools, and test sets.
  • Delight in providing excellent customer satisfaction.
  • Good communication skills and a friendly demeanor.
  • Must be available to work occasional overtime and some nights (as needed).
  • Clean driving record required.
  • Ability to utilize Microsoft Word, Excel, and PowerPoint.
  • Experience in service-specific troubleshooting methods.

Education/Experience:

  • No prior experience is necessary, however, any demonstrated interest or aptitude for hands-on work, physical work, or working with cable or electrical components is preferred.
  • Two or more years in a supervisory or leadership role.

Physical Requirements:

  • Must be able to work outdoors, and in all weather conditions.
  • Must be able to walk, bend, and lift up to 75 pounds.
  • Better than average manual dexterity to work with connectors, fasteners and wire and use hand tools.
  • Visual acuity, especially when working with small components at a close visual range.
  • Ability and comfort to work within limited confines, such as crawl spaces.

Schedule flexibility is critical as the role may require nonstandard working hours. Must be able to work nights and weekends, variable

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