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Field Operations Supervisor

2 months ago

Fort Myers, United States Hotwire Communications Full time

The Field Operations Supervisor is responsible for ensuring that core service and/or security technicians are providing residential and/or security customers a quality installation and service experience, through proper training, supervision, QC, equipping in a productive process driven manner.

RESPONSIBILITIES:

  • Daily supervision of field service and/or alarm technicians to ensure on time, productive system installations and servicing.
  • Find opportunities to improve efficiency, discuss get buy in and approval to institute with measurable.
  • Performance management to KPI's and goals.
  • Set up of and implementation of process, operation or technical field changes to achieve goals.
  • Remote service and customer education on escalations from Inside Support tech to avoid truck rolls.
  • Review tech routing and assignments to maximize efficiency and service.
  • May review commercial sales of access control, surveillance and security systems prior to installation.
  • Weekly reports of service and installation stats to help pinpoint areas for training, improvement etc.
  • Handle technical customer escalations of service issues if field visit is necessary.
  • Receive, review and send technicians payroll / timekeeping and on-call reports to GM by deadline.
  • Receive and respond to internal customer needs for confirmation on COPS data confirmations.
  • Give input on project planning and budgeting for upcoming large projects.
  • Willing and able in emergency situations to jump in and do installation or service on all systems.
  • Other duties as assigned.
MINIMUM 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.
  • At least five years of experience in Service, Installation and supervision of field personnel of core services. Experience with security systems strongly preferred.
  • High School Diploma or equivalent required, Associates Degree in Internet Technologies or Engineering is preferred
  • Ability to lead, team build and support field technicians doing installation and service of all systems
  • At least two years' experience with Hotwire core services and Access Control systems, Camera systems and IP communications
  • Must have active and clean, non-restrictive, state issued driver's license in State where hired.
  • Must be comfortable working on a ladder and all heights
  • Ability to work days, weekends, evenings and holidays and participate with on-call rotation as needed
BENEFITS:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:
  • Comprehensive Healthcare/Dental/Vision Plans
  • 401K Retirement Plan with Company Match
  • Paid Vacation, Sick Time, and Additional Holidays (including your Birthday)
  • Paid Volunteer Time
  • Paid Parental Leave
  • Hotwire Service Discounts - for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
  • Employee Referral Bonuses
  • Exclusive Entertainment Discounts/Perks


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