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Head of Technical Operations
2 months ago
Location: San Francisco, CA
Astound Broadband Powered by Wave is seeking a Supervisor of Technical Operations to join our team in San Francisco, CA. This role is pivotal in providing first-line support for our Service and Maintenance division. The Supervisor will oversee and may directly engage in various technical department activities, ensuring customer satisfaction, minimizing service calls, and enhancing service quality and reliability.
The Supervisor will manage daily workloads and act as the primary support for Broadband Technicians at the local level. Responsibilities include offering guidance, training, and direct assistance to all team members. The Supervisor will also be involved in the operations of Broadband Technicians at various levels, including complex installations and service modifications for both residential and commercial clients.
Key Responsibilities:
- Supervise service and installation teams.
- Manage technician workloads, providing leadership and support for maintenance and service tasks.
- Conduct diagnostics, quality control, and maintain records.
- Perform repairs and maintenance on voice systems, including troubleshooting and equipment removal.
- Install and reconnect network interface devices, ensuring proper setup.
- Troubleshoot and repair customer services from the headend to customer equipment, including all necessary wiring and hardware.
- Address distribution and return-path issues, installing and configuring necessary components.
- Ensure high performance by measuring workmanship quality and achieving service goals.
- Conduct safety inspections and training sessions for staff.
- Promote company services and educate customers on available options.
- Maintain and secure assigned vehicles and equipment.
- Assist in developing and implementing a Preventative Maintenance program.
Qualifications:
- Minimum of 5 years of experience in the cable TV, high-speed internet, or voice industry.
- At least 2-3 years of supervisory experience in related fields.
- Strong customer service and interpersonal skills.
- Proven leadership abilities and experience in staff development.
- Ability to work collaboratively in a team environment.
- Proficient in troubleshooting complex systems.
- Knowledge of safety regulations and compliance standards.
Education:
- High school diploma or equivalent required.
- NCTI or SCTE certification preferred.
Benefits:
- 401k retirement plan with employer match.
- Comprehensive insurance options including medical, dental, and vision.
- Paid Time Off starting at 80 hours annually, increasing with tenure.
- Floating holidays and paid sick leave.
- Tuition reimbursement program.
- Employee discount program.
Salary Range: The base salary range for this position is competitive and includes opportunities for bonuses and commissions, based on experience and qualifications.
Our Commitment:At Astound Broadband, we are dedicated to fostering a diverse and inclusive workplace where all employees feel valued and respected. We are an Equal Opportunity Employer and do not tolerate discrimination of any kind.
