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 escalationsEstablishes positive employee relations through effective individual and team communication and provide ongoing supportRegularly observes and mentors employees in regard to safety, quality, productivity and well-beingCoordinate 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 feedbackEnsures staff has and maintains necessary company-issued tools and equipmentFacilitates cross-functional communications and cooperation with internal departments and service partnersInstills knowledge of all company products and servicesMaintains records and documents in accordance with company policies and proceduresAdheres to industry specific local, state, and federal regulations, as applicableKnows, understands and follows company policyPerforms other duties as requested by manager

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand EnglishAbility to communicate effectively with employees, customers, and suppliers in person, on the phone, and/or by written communications in a clear, straight-forward, and professional mannerAdvanced understanding of the TCP/IP stack and associated abstraction layersAdvanced knowledge of network designs, network architectures, and network topologiesBasic knowledge using software tools to support the current operationsKnowledge 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 equipmentAbility to use personal computer and software applications including Microsoft OfficeAbility 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 applicationsWork and travel in inclement weatherValid driver's license with satisfactory driving record within Company required standards

Required Education

Associates degree in electronics or related field, or equivalent work experience Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E)

Required Related Work Experience and Number of Years

Field Technician work experience preferred - 5+Supervisory experience in a technical environment preferred or equivalent work experienceExperience in complex, structure cabling jobs that include interior/exterior installation of Cat5/Cat6 cablingExperience in programming and installing routers, Internet gateway services, Layer2/3 Ethernet switches and wireless access points in commercial environments

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Ability to successfully manage face-to-face customer interactions and resolutionsDemonstrated leadership qualitiesAbility to handle multiple projects and tasksAbility to prioritize and organize effectivelyAbility to supervise and motivate othersModerate knowledge of residential and commercial facility construction design/layoutBasic knowledge of company products and services

Preferred Education

Working Condidtions

Work indoors in confined space, poorly ventilated areas such as attics during extreme heat or coldExposure to dust, dirt, noise, insects, rodents, pets, and cleaning solutionsWork in commercial or factory type environmentsWork outdoors in all kinds of weather and at all times of the day or nightWork performed near power lines and electricityWork and travel in inclement weatherSome work may be performed in an office environmentWork performed at various heights above ground on telephone/power polesSome out of town and overnight travel as the business needs dictateOccasionally required to work overtime as the business needs dictateAbility to work weekends or a second shift as the business needs dictate

Physical Requirements

Ability to use the following hand tools: electric drills, hammers, wrenches, screwdriversAbility to walk over all types of terrain in all kinds of weather, while carrying tools and equipment, including gaffs, ladders, and fully loaded tool beltsAbility to accurately take measurement and apply to position tasksAbility to carry, climb and operate extension ladder, (approx. 32 ft high and 90 pounds)Ability to perform job from high places (i.e. poles and roofs)Ability to differentiate between different sizes and colors of wiresAbility to work with small components and wires to make cable connectionsAbility to make cable connections in tight spaces by bending, reaching, twistingAbility to walk over all types of terrain in all kinds of weather while carrying tools and equipment, including ladders, safety equipment and tool beltsAbility to work while standing 50 - 70% of the timeAbility to use electric or battery operated hand tools such as drills, hammers, wrenches, screwdrivers

TOP415 2024-44640 2024

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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.


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