Summary:

Supervise installation and repair (service) technicians to provide accurate and timely installation and service of fiber-based voice, video and data products along with fixed wireless broadband service to subscribers such that the Company’s quality and customer service standards are maintained.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Supervises installation/repair Field Service Technicians to ensure compliance with company guidelines regarding all key performance indicators (KPI’s) including quality, customer service, safety, work-order completion and closeout, and productivity requirements.
• Assists in training Field Service Technicians on fiber-based and fixed wireless broadband services
• Assists in the development of technicians and keeps abreast of the most current technology in the broadband industry
• Schedules technicians so that coverage is at a maximum during peak hours to maintain prompt service
• Maintains compliance with industry standards such as NJUNS, 811, etc.
• Assure that any errors in installation or service are promptly resolved
• Maintains accurate time and attendance reporting
• Assists in developing, recommending and administering technical operations policies and procedures and maintains regular quality audits for compliance
• Ability to effectively communicate with customers, management, employees and installation and service partners (contractors).
• Assists in the development and management of the department’s operating budget in accordance with corporate guidelines.
• Assists in the interview/hiring process, coaching, counseling and ongoing review process for technician positions and administers discipline consistent with corporate polices.
• Works with managers, supervisors and employees to promote a positive attitude and good employee morale.
• Maintains a professional appearance and appropriate behavior at all times.
• Maintains good attendance.
• All other duties as assigned.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

High school diploma or GED required

Experience/Skills Needed:

• Three to four years of experience and related associate’s degree, or equivalent combination of experience, training, and education. Experience must include;
• Fiber splicing and fiber restoration and/or fixed wireless broadband experience
• Supervisory or management experience preferred

Computer Skills:

Word processing, spreadsheets, Internet software, email, database software

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work while standing most of the time
• Ability to walk or work over all types of terrain, in all types of weather
• Ability to carry tools and equipment including gaffs, ladders, tool belts
• Ability to work in tight spaces while bending, twisting and reaching
• Ability to climb poles using gaffs hooks and climbing belts
• Ability to carry, climb and operate extension ladder (approx. 28’ & 75lbs)
• Ability to differentiate between different sizes and colors of wires
• Ability to perform work in elevated places (i.e., roofs and utility poles)
• Ability to use drills, hammers, wrenches, screwdrivers and other hand tools
• Ability to work with small components
• Ability to use close vision, peripheral vision and adjust focus
• Ability to work in poorly vented areas such as attics, in extreme temperatures
• Ability to move, crawl, bend, stoop, kneel, crouch, reach, pull, push, and grasp
• Ability to lift up to 90 pounds
• Physically able to operate computer equipment and test equipment
• Ability to work in environments that may have dust, dirt, noise, insects and cleaning solutions
• Ability to work safely near power lines and electrical equipment
• Ability to drive Company vehicles in a safe manner
• Must be able to meet the physical limit requirements of personal protective equipment, aerial lift equipment, ladders and/or gaffs that may be used in this position