Fiber Installation Supervisor

Overview: The Field Technician Supervisor is responsible for coaching, leading and managing all aspects of their assigned field technicians. The field technicians are the face of our company to our customers and the fiber installation supervisor is responsible for fostering a culture of excellent customer experience. 

Reports to: Fiber Installation Manager 

Job Status: Exempt 

Managerial Responsibilities: 

• Communicate regularly with their individual team members and give feedback regarding their performance 

• Conduct a 90-day performance review of all their newly hired team members.  This review will consist of sitting down with the newly hired team member in a 1-on-1 setting 

• Conduct a yearly review for all of their team members.  This process will be completed between March 1st - April 30th of each year 

• Hold periodic meetings with their team members to discuss information pertaining to daily functions of each department as well as information being passed down from Surf leadership regarding the company on a more global level 

• Conduct on site field visits with team members periodically 

• Conduct periodic site visits post installation to inspect installation quality 

Responsibilities: 

• Coach for all assigned field tech team members. 

• Work with the Fiber Installation Manager to ensure the following of standards, policies and procedures by field technicians. 

• Review Complete and Incomplete Fiber Installations checking quality photos, and ensuring that all documentation is in place 

• First responder to field tech support via instant messaging and voice calls. 

• Manage daily schedule for field technicians. 

• Investigate and resolve local connectivity issues with field techs while escalating larger network issues to NOC admins. 

• Evaluate individual field tech performance results and train as needed to meet and exceed company expectations 

• Conduct periodic field tech meetings. 

• Manage timecards and PTO requests of field staff assigned to you. 

• Ensure field techs are stocked with proper tools and supplies to perform all required tasks in the field. 

• Conduct periodic ride-alongs with field techs to evaluate performance and provide constructive feedback as needed. 

• Work with the Fiber Installation Manager to facilitate training of new field techs through use of online tools, classroom settings and ride alongs and ensure field techs are fully capable of all aspects of their job in a timely manner upon hiring. 

• Continually assist in improving processes and procedures to become more efficient, resulting in lower operating costs while also maintaining high standards. 

• Provide assistance to the installation team outside normal work hours as needed, which may include onsite assistance on occasion. 

• Facilitating customer relationship and satisfaction while ensuring adherence to company policies and processes. 

• Assist the Fiber Installation Manager in process improvement initiatives in order to enhance customer service. 

• In cases of unexpected field tech absences, assume responsibility for scheduled work by adjusting the schedule if possible. 

• Assist in worksite analysis such as identifying unrecognized potential hazards and work related injuries. 

• Ensure physical protection through proper use of PPE (Personal Protective Equipment). 

• Ensure compliance with applicable occupational safety and health regulations. 

• Other duties as assigned

• Ability to work independently 

• Valid driver's license 

• Four years of field experience 

• Excellent communication, interpersonal, conflict resolution and leadership skills 

• Ability to troubleshoot and solve complex problems 

• Task oriented and proficient in project management 

• Communication proficiency in person, via email and telephone.