The Field Technician Supervisor is responsible for coaching, leading and managing all aspects of the regional field technician operations. The regional field technicians are the face of our company to our customers and the regional field tech supervisor is responsible for fostering a culture of excellent customer experience.
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 SBS leadership regarding the company on a more global level
Responsibilities:
- Coach for all field tech team members
- Develop a local awareness within the team of regional opportunities and challenges such as areas that dont have broadband and may be a candidate for a new POP and being observant of competition.
- Work with the Field Tech Director to ensure the following of standards, policies and procedures by field technicians.
- Review DNQ/Out of Area leads. Escalate issues and opportunities to Field Technician Director as needed.
- 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.
- Track field tech performance metrics and update scoreboard daily.
- Evaluate individual field tech performance results and train as needed to meet and exceed company expectations
- Conduct periodic field tech meetings along with weekly WIG sessions.
- Manage time cards and PTO requests of regional field staff.
- 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 Field Tech Director 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.
- Assist in maintaining and coordinating local office inventory with the inventory manager.
- Continually assist in improving processes and procedures to become more efficient, resulting in lower operating costs while also maintaining high standards.
- Provide assistance to regional field techs 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 Field Tech Director 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 but otherwise performing the scheduled work.
- Assist in worksite analysis such as identifying unrecognized potential hazards and work related injuries.
- Ensure physical protection through proper use of PE (protective equipment).
- Ensure compliance with applicable occupational safety and health regulations.
