Supervisor, Field Service

Overview

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Responsible for overall fulfillment operations of the system locations from the node to the home across the assigned area. Supervise installation and service to meet customer expectations, technical quality standards, employee productivity and company safety requirements. Maximize customer satisfaction through quality craftsmanship and operational excellence of the customer premise network. Responsible for the hiring, training, development, and performance evaluation of team.

Major duties and 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.
• Ensure quality control checks are completed satisfactorily; resolve escalated customer problems as necessary.
• Provide quality assurance support and direction to field staff regarding new or existing technologies.
• Perform field safety observations and quality control checks in accordance with company TQA requirements.
• Resolve and proactively prevent customer escalations
• Establish positive employee relations through effective individual and team communication and provide ongoing support
• Regularly observe and mentor employees with regard to safety, quality, productivity and well-being
• Coordinate and reinforce employee training to ensure Technical Quality Assurance (TQA) standards are met.
• Perform practical field evaluations to verify technical competencies and safe practices; provide necessary feedback
• Ensure staff has and maintains necessary company-issued tools and equipment
• Facilitate cross-functional communications and cooperation with internal departments and service partners
• Instill knowledge of all company products and services
• Maintain records and documents in accordance with company policies and procedures
• Adhere to industry specific local, state, and federal regulations, as applicable
• Know, understand and follow company policy
• Perform other duties as requested by manager

Required qualifications

Required Skills / Abilities and Knowledge

Required Education

Required Related Work Experience and Number of Years

Preferred Qualifications

Preferred Skills / Abilities and Knowledge

Preferred Education

Working Conditions

Physical Requirements

EEO statement : This employer participates in E-Verify and will provide the appropriate documentation from the Department of Homeland Security. We are an equal opportunity employer. EOE, including disability / vets.

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