Sup, Field Operations

JOB SUMMARYResponsible 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 RESPONSIBILITIESActively 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 standardsEnsures 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 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 equipment Facilitates cross-functional communications and cooperation with internal departments and service partners Instills 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 applicable Knows, understands and follows company policy Performs other duties as requested by managerREQUIRED QUALIFICATIONSRequired Skills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishAdvanced understanding of the TCP/IP stack and associated abstraction layers Advanced knowledge of network designs, network architectures, and network topologiesBasic knowledge using software tools to support the current operationsKnowledge in basic network devices and network appliancesAbility to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipmentAbility 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 standardsRequired EducationAssociates 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 YearsField 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 switchesand wireless access points in commercial environmentsPREFERRED QUALIFICATIONSPreferred Skills/Abilities and KnowledgeAbility to successfully manage face-to-face customer interactions and resolutions Demonstrated 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/layout Basic knowledge of company products and servicesPreferred EducationPreferred Related Work Experience and Number of YearsSupervisory or leadership experience - 1+WORKING CONDITIONSWork 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 dictatePHYSICAL AND MENTAL REQUIREMENTSPhysical RequirementsAbility 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, twisting Ability 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, screwdriversMental RequirementsAbility 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 mannerAbility to use personal computer and software applications including Microsoft OfficeTOP415 2024-36016 2024 Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensivepay and benefits (https://jobs.spectrum.com/compensation-and-benefits) package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.The pay for this position has a salary range of$67,100.00 to $107,300.00. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.Get to Know UsCharter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 100,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most.Watch this video to learn more. (https://www.youtube.com/watch?v=N-HEOHIAU7Q) Who You Are Matters HereWe’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets.Learn about our inclusive culture. (https://jobs.spectrum.com/inclusiveworkplace/)