Field Supervisor
ITG Communications, LLC, Columbus, OH, United States
Responsible for leading and managing a team of field technicians to ensure efficient and high-quality service delivery in fulfilment operations. Act as a liaison between technicians and management to optimize field operations and customer satisfaction.
Responsibilities
Allocate work, manage daily schedules and supervise a team of up to 15 field technicians to execute the fulfilment operations work.
Conduct quality checks and job site observations to ensure adherence to client standards.
Perform truck inspections and ensure proper maintenance of company vehicles, equipment, and tools.
Address and resolve customer escalations and complaints with the objective of resolving issues at the earliest opportunity to ensure client and customer satisfaction.
Implement safety protocols and ensure compliance among team members.
Provide ongoing training and development for technicians, coordinate with Training Instructor for training and skill improvement.
Participate in performance evaluations and disciplinary actions as needed to promote a positive work environment.
Collaborate with managers to achieve operational goals and KPIs and contribute to efficiency in operations.
Coordinate with QA representatives to implement targeted improvement in work standards, training and skill development.
Key Measures / Key Performance Indicators
Operational efficiency and productivity metrics (On Time Arrival, Job Completion Rate, Technician NPS (TNPS), First Time Right (FTR), Home Health Check (HHC), Meter Usage, Repeat Service Calls, Quality Control Pass Rate, etc.)
Customer satisfaction scores, Net Promoter Score (NPS)
Employee engagement and retention rates
Safety compliance records
Requirements
Education
Associate’s degree in a technical field or equivalent qualification. Technical certifications relevant to the telecom and broadband industry.
Experience
3 to 5 years of experience as a technician in telecom or broadband field operations with 1 year of supervisory experience.
Experience in carrying out technical services in the telecom or related industries.
Exposure
Practical understanding of technical services in the telecom and broadband industry.
Experience in work allocation and monitoring for customer-facing operations.
Understanding of customer service principles and practices.
Factors critical to success at ITG Communications for this position (not more than 3)
Workforce management and field operations skills, with a focus on customer-facing work execution.
Excellent problem-solving and decision-making abilities.
Effective communication skills with both team members and clients.
Physical Requirements
Ability to stand, walk, and sit.
Ability to use hands to handle or manipulate objects.
Ability to reach with hands and arms.
Ability to climb and maintain balance.
Ability to stoop, kneel, crouch, bend and crawl.
Ability to lift up to 75 lbs.
Ability to maintain all safety expectations.
Safety Requirements
This is a safety-sensitive position. The employee is responsible for their own safety and the safety of others, and must perform all duties in accordance with safety regulations, company policies, and client requirements.
Follow all required safety protocols and procedures.
Use appropriate personal protective equipment (PPE).
Operate vehicles and equipment safely.
Maintain valid certifications and licenses as required.
Participate in mandatory safety training and meetings.
Report unsafe conditions or practices.
Pass required drug and alcohol screening.
Maintain physical capabilities necessary to perform essential job functions safely.
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Responsibilities
Allocate work, manage daily schedules and supervise a team of up to 15 field technicians to execute the fulfilment operations work.
Conduct quality checks and job site observations to ensure adherence to client standards.
Perform truck inspections and ensure proper maintenance of company vehicles, equipment, and tools.
Address and resolve customer escalations and complaints with the objective of resolving issues at the earliest opportunity to ensure client and customer satisfaction.
Implement safety protocols and ensure compliance among team members.
Provide ongoing training and development for technicians, coordinate with Training Instructor for training and skill improvement.
Participate in performance evaluations and disciplinary actions as needed to promote a positive work environment.
Collaborate with managers to achieve operational goals and KPIs and contribute to efficiency in operations.
Coordinate with QA representatives to implement targeted improvement in work standards, training and skill development.
Key Measures / Key Performance Indicators
Operational efficiency and productivity metrics (On Time Arrival, Job Completion Rate, Technician NPS (TNPS), First Time Right (FTR), Home Health Check (HHC), Meter Usage, Repeat Service Calls, Quality Control Pass Rate, etc.)
Customer satisfaction scores, Net Promoter Score (NPS)
Employee engagement and retention rates
Safety compliance records
Requirements
Education
Associate’s degree in a technical field or equivalent qualification. Technical certifications relevant to the telecom and broadband industry.
Experience
3 to 5 years of experience as a technician in telecom or broadband field operations with 1 year of supervisory experience.
Experience in carrying out technical services in the telecom or related industries.
Exposure
Practical understanding of technical services in the telecom and broadband industry.
Experience in work allocation and monitoring for customer-facing operations.
Understanding of customer service principles and practices.
Factors critical to success at ITG Communications for this position (not more than 3)
Workforce management and field operations skills, with a focus on customer-facing work execution.
Excellent problem-solving and decision-making abilities.
Effective communication skills with both team members and clients.
Physical Requirements
Ability to stand, walk, and sit.
Ability to use hands to handle or manipulate objects.
Ability to reach with hands and arms.
Ability to climb and maintain balance.
Ability to stoop, kneel, crouch, bend and crawl.
Ability to lift up to 75 lbs.
Ability to maintain all safety expectations.
Safety Requirements
This is a safety-sensitive position. The employee is responsible for their own safety and the safety of others, and must perform all duties in accordance with safety regulations, company policies, and client requirements.
Follow all required safety protocols and procedures.
Use appropriate personal protective equipment (PPE).
Operate vehicles and equipment safely.
Maintain valid certifications and licenses as required.
Participate in mandatory safety training and meetings.
Report unsafe conditions or practices.
Pass required drug and alcohol screening.
Maintain physical capabilities necessary to perform essential job functions safely.
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