Supervisor, Field Operations (Cincinnati)

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.
• 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

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 Condidtions

Physical Requirements

TOP415 2025-52415 2025

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