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Point Broadband · 6 hours ago

Supervisor, Field Service

Hagerstown, MD

Full-time

Onsite

Mid Level

3+ years exp

Point Broadband is a telecommunications company seeking a Supervisor for their Field Service team. This role is responsible for managing daily operations, coordinating technician schedules, ensuring compliance with safety standards, and maintaining customer satisfaction.

ComputerInformation TechnologyInternetTelecommunicationsWireless

Responsibilities

Supervise installation/repair Customer 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

Assist in training Customer Service Technicians on fiber-based and fixed wireless broadband services

Assist in the development of technicians and keeps abreast of the most current technology in the broadband industry

Schedule technicians so coverage is at a maximum during peak hours to maintain prompt service

Maintain compliance with industry standards such as NJUNS, 811, etc

Assure that any errors in installation or service are promptly resolved

Maintain accurate time and attendance reporting

Assist in developing, recommending and administering technical operations policies and procedures and maintains regular quality audits for compliance

Effectively communicate with customers, management, employees and installation and service partners (contractors)

Assist in the development and management of the department’s operating budget in accordance with corporate guidelines

Assist in the interview/hiring process, coaching, counseling and ongoing review process for technician positions and administer discipline consistent with corporate polices

Work with managers, supervisors and employees to promote a positive attitude and good employee morale

Maintain a professional appearance and appropriate behavior at all times

Maintain good attendance

Other duties as assigned

Qualification

Fiber splicingFixed wireless broadbandSupervisory experienceTechnical operations policiesCustomer serviceTeam developmentProblem resolutionBudget managementCommunication skillsTime management

Required

High school diploma or GED required

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

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

Ability to talk, hear, and communicate effectively

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, and 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 assorted 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