JOB TITLE:          Supervisor, Technical Field Operations

DIVISION:           Service

DEPARTMENT:    Technical Field Operations

JOB SUMMARY

• The Supervisor, Technical Field Operations, is responsible for quality and completion of Preventative Maintenance, Proof of Performance Testing, Cumulative Leakage Index and scheduled services calls (CATV, Modem and B-Tel) within allotted time frames and within budget.
• The Supervisor, Technical Field Operations, is responsible to oversee the quality of electronic and optical signals, physical repairs and maintenance in areas served by Buckeye Broadband / Telesystem by overseeing technicians using meters and other test equipment common to CATV/Fiber work. The Supervisor, Technical Field Operations, interfaces with the Operations Support Center and Network Operations Center for daily work scheduling, service call issuing and completion, system maintenance and call escalations.
• The Supervisor, Technical Field Operations, is responsible for creating and implementing Key Indicator Reports for monitoring company performance. The Supervisor, Technical Field Operations, is responsible for regularly scheduling and meeting with Technical Field Operations personnel providing information, feedback and support.
• The Supervisor, Technical Field Operations, reports directly to the Manager, Technical Field Operations.
• All Technicians and Contractors report directly to the Supervisor, Technical Field Operations.

ESSENTIAL JOB FUNCTIONS

The Supervisor, Technical Field Operations, is accountable for:

• Supervising Technical personnel to accomplish customer service goals accurately, on time and within budget;
• Providing customer service that satisfies the established Standards of Performance and Quality of Service levels set by the company;
• Developing programs for and maintaining: Service Calls, Preventative Maintenance, Cumulative Leakage Index and Proof of Performance;
• Overseeing the quality of workmanship and quality of RF and Optical signals;
• Developing and publishing Key Indicator Reports which represent customer service performance, personnel productivity, preventative maintenance progress and budget compliance;
• Developing, coordinating and conducting both on-the-job and classroom training necessary to maintain the technical competence of all personnel assigned to the Technical Service Department;
• Performing Daily Quick Huddles, Quality Control and Quality Assurance functions and reports;
• Recommending and helping to select personnel, staffing changes, equipment, policies and procedures necessary to achieve department goals;
• Coordinating and communicating properly with all areas of the Company; including the Operations Support Center and the Network Operations Center concerning customer satisfaction, outages and customer issues;
• Helping to create an atmosphere of positive teamwork, cultural change, and employee relations by scheduling regular meetings with employees regarding company information, feedback and support;
• Performing various management projects and assignments effectively as assigned by the Manager, Technical Field Operations;
• Administering and upholding all contractual provisions;
• Properly and accurately communicating situations of concern to correct system problems;
• Performing stand-by duties effectively as scheduled;
• Knowing, understanding, and utilizing office software to communicate performance reports;
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
• Ensuring that all service calls are properly resolved and documented through the computer system or written report within 24 hours of occurrence;
• Performing any miscellaneous departmental duties as assigned.

JOB SPECIFICATIONS

Education and Experience

• High school diploma or equivalent – required
• Associate Degree – preferred
• 5 years practical related work experience – required
• Previous supervisory experience – preferred
• Specialized CATV courses through various providers of CATV training – preferred
• Microsoft Office experience – preferred
• AutoCAD/Trueview experience – preferred
• Acceptable background check – required

Core Competencies

• Agile – Embraces change; adaptable and flexible; sense of urgency;
• Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
• Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
• Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
• Accountable – See it, Own it, Solve it, Do it; Hold each other accountable.

Job Specific Competencies

• Develop Employees – Assembles talent; Coaches; Empowers; Teachers; Mentors;
• Deliver Results – Strategic planning & execution; Makes decisions in the best interest of the Company; Knows & responds to business climate; Manages ambiguity;
• Exhibit Leadership – Role model; Communicates vision; Displays emotional maturity (EQ); Manages risks; Resilient; Demonstrates business acumen.

Skills Required

• Ability to use Microsoft Office software;
• Ability to use AutoCAD/Trueview software;
• Keyboarding/Typing;
• Math skills at 12th grade level;
• Ability to read, write, and speak English in clear, concise sentence structure with accurate spelling and grammar;
• Ability to work effectively as a team member;
• Evidence of problem solving ability;
• Evidence of good organizational skills;
• Careful attention to detail;
• Ability to work independently, with little or no supervision;
• Ability to meet scheduled and unscheduled deadlines;
• Ability to bring projects/assignments to completion within required time frames;
• Ability to give clear direction/leadership to coworkers and other contacts;
• Ability to motivate others to perform;
• Ability to present self positively to the public;
• Present professional business office demeanor through verbals and non-verbals;
• Legible handwriting;
• Demonstrate positive attitude under pressure to co-workers and other contacts;
• Valid driver’s license and acceptable driving record;
• Reliable transportation;
• Maintains confidentiality and does not disclose confidential information acquired in the course of work except when authorized and/or unless legally obligated to do so.

PHYSICAL DEMANDS

Walking, Stooping, Sitting, Kneeling, Crawling, Driving, Standing, Climbing, Hearing, Vision (close, distant, color, depth perception, adjust focus), Talking, Use hands and fingers (grasp, hold, pick-up, rotate, pressing, etc.)

WORK ENVIRONMENT

• The Supervisor, Technical Field Operations, is a full-time, exempt position. 
• The Supervisor, Technical Field Operations is required to be available for on-call stand-by.
• The Supervisor, Technical Field Operations works in an automated office environment with office equipment including telephones, computers, fax machines and calculators.
• The Supervisor, Technical Field Operations reports to 1616 W Straub Rd. Sandusky with travel required.
• The Supervisor, Technical Field Operations will be subject to periodic legal and driving records check, and will be required to give written approval upon request.
• This position is subject to change as the job duties develop and the needs of the department or Company change.

CONFIDENTIALITY

Company resources and information are provided to employees to facilitate work.  They may not be used for purposes other than work without proper authorization.  Any unauthorized use of information gained via any company resource is breach of confidentiality and is strictly prohibited.  Any unauthorized use of company resources and/or breaches of confidentiality may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.