Field Service Supervisor in Naperville, IL at WOW!

Date Posted: 5/10/2018

Job Snapshot

Job Description

Summary:


Supervise installation and repair (service) technicians to provide accurate and timely installation and service of broadband products to subscribers such that the Company's quality and customer service standards are maintained.


Duties and Responsibilities:


Essential duties and responsibilities include but are not limited to those listed below:



  • Supervises installation/repair Field Service Technicians to ensure compliance with company guidelines regarding all key performance indicators (KPI's) including quality, customer service, safety, work-order completion and closeout, and productivity requirements

  • Assists in the training and development of technicians and keeps abreast of the most current technology in the broadband industry

  • Schedules technicians so that coverage is at a maximum during peak hours to maintain prompt service

  • Assure that any errors in installation or service are promptly resolved

  • Maintains accurate time and attendance reporting

  • Assists in developing, recommending and administering technical operations policies and procedures and maintains regular quality audits for compliance

  • Ability to effectively communicate with customers, management, employees and installation and service partners (contractors).

  • Assists in the development and management of the department's operating budget in accordance with corporate guidelines.

  • Assists in the interview/hiring process, coaching, counseling and ongoing review process for technician positions and administers discipline consistent with corporate polices.

  • Works with managers, supervisors and employees to promote a positive attitude and good employee morale.

  • Maintains a professional appearance and appropriate behavior at all times.

  • Maintains good attendance.

  • All other duties as assigned.


WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer


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