Field Operations Supervisor

4 weeks ago

South Lake Tahoe, California, United States Charter Communications Full time
Job Summary

We are seeking a highly skilled and experienced Field Operations Supervisor to join our team. As a Field Operations Supervisor, you will be responsible for overseeing the overall fulfillment operations of our system locations from the node to the home across the assigned area. You will supervise installation and service to meet customer expectations, technical quality standards, employee productivity, and company safety requirements.

Key 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 manager.
Requirements
  • Ability to read, write, speak, and understand English.
  • 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.
  • 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 use personal computer and software applications including Microsoft Office.
  • 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 standards.
Preferred Qualifications
  • 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 services.
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 dictate.
Physical Requirements
  • Ability 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 belts.
  • 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 % of the time.
  • Ability to use electric or battery-operated hand tools such as drills, hammers, wrenches, screwdrivers.

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