Supervisor, Field Service

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.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 JOB 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 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 managerREQUIRED QUALIFICATIONSRequired Skills/Abilities and KnowledgeAbility 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 appliancesAbility 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 Office Ability 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, stru

Created: 2026-02-13