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Spectrum · 8 hours ago

Supervisor, Field Service

Birmingham, Alabama

Full-time

Onsite

Mid, Senior Level

3+ years exp

Spectrum is a leading telecommunications company, and they are seeking a Supervisor for Field Service operations. The role involves supervising installation and service to ensure customer satisfaction, adherence to technical quality standards, and employee productivity while maximizing operational excellence.

Digital EntertainmentInternetTelecommunications

No H1B

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

Qualification

TCP/IP stackNetwork designsNetwork architecturesNetwork topologiesField technician experienceSupervisory experienceNCTI certificationSCTE certificationBCT/E certificationCustomer interactionBasic software toolsCompany products knowledgeLeadership qualitiesProject managementCommunication skills

Required

Ability to read, write, speak and understand English

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 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

Associates degree in electronics or related field, or equivalent work experience

Industry and vendor specific certifications and training

Field Technician work experience : 3+ years

Supervisory experience in a technical environment preferred or equivalent work experience

Experience in complex, structure cabling jobs that include interior/exterior installation of Cat5/Cat6 cabling

Experience in programming and installing routers, Internet gateway services, Layer2/3 Ethernet switches and wireless access points in commercial environments

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

Preferred

Supervisory or leadership experience - 1+

NCTI, SCTE, BCT/E - Certifications strongly preferred

Benefits

Comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

Company

Spectrum

Glassdoor3.3

Spectrum is a cable telecommunications company that offers a range of home entertainment and information services. It is a sub-organization of Charter Communications.

Founded in 1989

Stamford, Connecticut, USA

10001+ employees