Connected Solutions - Field Supervisor
Department: Connected Solutions
Job Status: Full Time
Section: Installation Services
Reports To: Regional Operations Manager
FLSA Status: Non-Exempt
Amount of Travel Required: Up to 75%
Grade/Level: CSR1
Positions Supervised: 2
Work Schedule: Standard business hours are Monday through Friday, eight hours a day, forty hours a week. Additional hours may be required based on workload and requirements.
POSITION SUMMARY
Responsible for on-site servicing, diagnostics, and repairs for all customers of Connected Solutions. Responsible for on-site service to all customers of Connected Solutions. This includes the installation, maintenance, testing, and repair of telecommunications systems, including cable, fixed wireless, satellite, and fiber optic technologies to MDU (Multi-Dwelling Unit), Residential and Commercial sites. This position is required to be able to manage and train others, identify problems, and make recommendations for improvement. This position is required to assess performance across multiple partners/technicians to identify shortcomings and make recommendations for improvement. This includes, but is not limited to assessment of pending work, tech capacity & capabilities, routing, calendar management, etc… Finally, it will be critical to develop a working relationship with technicians and fulfillment partners for constant up-training and development with new verticals, programs, partners, and customers. This position will require a significant amount of time in the field and will occasionally require overnight stays in hotels. This role will also perform feasibility evaluations of new programs. Lastly, the Field Supervisor will also provide detailed feedback to Connected Solutions on every order completed and serve as the “Eyes and Ears” of the Regional Manager and Connected Solutions leadership team.
ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential function and basic duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions and basic duties.
Essential Functions Statement(s)
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Interpersonal skills required to greet, educate and interact with customers and partners.
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Ability to install/repair and explain functionality of cable, fixed wireless, satellite, and fiber optic technologies and programs to customers and co-workers.
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Make recommendations and manage process improvements, implementation, and documentation with the goal to improve processes, procedures, effectiveness, and results.
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Ability to identify failures of other technicians and teach proper procedures.
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Understanding of installation practices with broadband and television delivered by both satellite and terrestrial (cable & fiber) methods.
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Comfortable speaking with small groups of technicians and contractor managers/owners.
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Manage phone and email queue during scheduled work hours.
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Monitor daily service orders activities, schedule work orders, update work order status, and ensure orders are completed on time.
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Build and maintain strong, long-lasting relationships with partners, regional managers, and PerfectVision customers.
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Continuous measurement of performance metrics.
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Performance management of technicians.
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Ongoing training and technician development.
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Enforce program requirements through constant communication.
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Ability to think critically and identify areas of improvement or needs in the field and within Connected Solutions.
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Develop and maintain positive working relationships with other team members within the department and throughout the organization.
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Report to leadership during scheduled meetings on any issues caused by partners that restrict their ability to perform to expected standards.
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All other duties as assigned by management.
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Regular and prompt attendance is a primary function and requirement for this position.
POSITION QUALIFICATIONS
Competency Statement(s)
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Accountability – Acceptance of responsibility resulting in anticipation / prevention and problem-solving, which includes identifying problems and issues of varying complexities and finding effective solutions within few guidelines, inside and outside one's job, department or organization.
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Achievement Oriented – Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations; being ready to act and show tenacity in case of obstacles or resistance.
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Communication – Actively attend to, convey, and understand the comments and questions of others; shaping and expressing ideas and information with others using the spoken word, as well as expressing ideas and opinions clearly in properly structured, well organized and grammatically correct reports or documents, utilizing language and terminology that is understandable for the reader.
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Computer Literacy – Effective and efficient use of computers in the working environment. Including a strong understanding of Microsoft office suites and multiple CRM systems. Understanding functionality in MS Excel is required.
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Customer Focus – Knowing the internal and external customers' business needs and acting accordingly; anticipating customer needs; giving high priority to service and customer satisfaction.
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Delegating Responsibility – Allocate authority and/or task responsibility to appropriate people.
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Detail Oriented – Pay attention to the minute details of a project or task.
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Ethical / Integrity – Demonstrate conduct conforming to a set of values and accepted standards; be truthful and be credible in the workplace.
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Goal Planning – Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
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Initiative – Spotting opportunities within your own circle of influence, anticipating on threats and acting on them; self-starting rather than waiting passively until the situation demands action.
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Interpersonal – Get along well with a variety of personalities and individuals; showing consideration for and maintaining good relations with others; acting calmly under stress, and not being hasty or impetuous.
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Leadership Skills – Achieving results through people by successful objective setting, performance review, motivation, delegation, teambuilding, commitment gains, and empowerment.
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Problem Solving – Identify problems and issues of varying complexities and find effective solutions within few guidelines.
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Relationship Building – Effectively build relationships with customers and co-workers.
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Reliability – The trait of being dependable and trustworthy, which includes being at work during your scheduled times, arriving on time and ready to perform job functions, and demonstrating accuracy with regards to assigned tasks.
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Safety and Security – Supports and complies with safety and security requirements.
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Time Management – Utilize the available time to organize, follow a systematic method of performing a task and complete work within given deadlines.
Education
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High School Graduate or General Education Degree (GED), preferred.
Experience
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Three to five years in a Field Technician Role.
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Experience leading others.
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Working knowledge of satellite, coaxial, and fiber optic systems.
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Proficiency with tools and test equipment such as signal level meters, OTDRs, and fusion splicers.
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Experience with ISP/OSP plant operations, RF distribution systems, and network troubleshooting.
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Familiarity with safety procedures including lockout/tagout, ladder safety, and electrical awareness.
Computer Skills
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Computer literate in a Microsoft Windows environment with the ability to learn new software and application.
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Microsoft Excel – Intermediate level. Must have the ability to perform functions such as creating a spreadsheet, formatting a spreadsheet, using the formula bar to perform various functions, importing/exporting documents, and calculating numbers. Advanced Formula knowledge is preferred.
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Microsoft Outlook – Intermediate level. Must have the ability to perform functions such as composing, sending, forwarding and replying to messages, attaching computerized files, utilizing calendar and task reminders, viewing several calendars, sharing calendars, creating and sending meeting requests, and creating contact lists.
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Microsoft Word – Intermediate level. Must have the ability to perform functions such as composing, editing, naming and saving documents, formatting text, and printing.
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Internet Explorer or other web browsers – Intermediate level. Must have the ability to perform functions such as navigating through websites via hyperlinks and searching websites using various search engines and boomerang searches.
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Accurate typing skills, approximately 30 words per minute.
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General knowledge of how to use a calculator, scanner, copy machine, fax machine, printer, telephone and various standard office equipment.
Certificates & Licenses
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None Required
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Preferred: Low voltage, OSHA 10/30, Fiber Optic Association (FOA), SCTE, SBCA and CPCT certifications a plus.
Other Requirements
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Proficient in basic mathematical skills such as adding, subtracting, dividing, and multiplying.
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Primary language used to perform this job is English.
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Some leadership experience preferred.
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Knowledge of measurements such as length, height, width, inches, feet, and meters.
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Be able to lift 60-80 pounds and climb 28-36 foot ladders.
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Ability to work at heights, in confined spaces, and in various weather conditions.
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Valid driver’s license with acceptable driving record.
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Be able to pass a pre-employment drug test, criminal background check and MVR (driving record) check.
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Be able to work a flexible schedule that may include weekends or evenings.
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Be able to travel on short-notice, and potentially stay away for extended periods.
PHYSICAL DEMANDS
Physical Demands
Lift/Carry
Handling / Fingering
F
51-100 lbs
F
Reach Outward
F
Over 100 lbs
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Reach Above Shoulder
F
Push/Pull
Squat or Kneel
F
26-40 lbs
F
N (Not Applicable)
Activity is not applicable to this occupation.
O (Occasionally)
Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
F (Frequently)
Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
C (Constantly)
Occupation requires this activity more than 66% of the time (5.5+ hrs/day)
Other Physical Requirements
WORK ENVIRONMENT
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This position involves indoor and outdoor work in residential, commercial, and MDU environments. Travel within a defined region is required, and occasional weekend or evening work may be necessary based on customer demand.
DISCLOSURE
The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Supervisors as deemed appropriate may assign additional functions and requirements. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.
