Network Field Operations Supervisor

Job Description

SkyWire Network Services (NS) deliver Internet solutions to customers across the Mid-Atlantic region. The NS organization encompasses lots of talented and dedicated employees who serve in roles devoted to a flawless customer experience while delivering the industry’s best products and services for SkyWire’s Internet, TV, and other services for apartment complexes, planned communities and other Multi-Dwelling Units (MDUs).
The Network Field Operations Supervisor/Manager provides leadership and manages the overall direction for the Network Field Service Technician team to ensure 100% customer satisfaction. We are looking for a leader with strong problem solving abilities, interpersonal skills, and a customer service focus.
As a Network Field Operations Supervisor/Manager you will be responsible for directing, coaching, and developing technicians to create a high performing team that delivers the best customer service possible. This highly rewarding position offers a very competitive starting salary plus the opportunity to earn bonuses based on the performance of your team. We provide paid training, and opportunity for advancement.

This position is eligible for a signing bonus.

Specific duties:

  • Supporting new employees through training and future development
  • Demonstrating and coaching behaviors that ensure quality customer service
  • Training existing Installers/Technicians on changing processes, procedures and technologies.
  • Conducting on-site inspections to evaluate and coach team members regarding quality service and adherence to safety standards
  • Monitoring and coaching to improve team and individual performance
  • Managing fleet-related processes including vehicle maintenance and upkeep
  • Addressing escalated customer and/or employee issues
  • Working with other departmental managers to coordinate projects
  • Provide regular training to direct reports on deployment standards and best practices
  • Provide Quality Control evaluation of ISP team members deployments
  • Participate in the on-call rotation
  • Create weekly schedule for ISP team members
  • Oversee ISP team member scheduling for project deployments
  • Coordinate ISP team member allocation for network break/fix items and act as an escalation point when necessary
  • Perform post-deployment reviews with ISP team to optimize processes and identify areas for improvement

Additional duties:

  • Additional duties as necessary
  • Terminate cabling (Cat6 STP, Cat6 UTP, Fiber)
  • Install and align PtP/PtMP millimeter radio links
  • Install and test network equipment including switches, APs, and routers
  • Troubleshoot basic connectivity issues on network equipment
  • Maintain and update network equipment firmware
  • Test recovered equipment for proper operation and RMA/Restock/Recycle
  • Oversee configuration of basic property level network equipment including switches, APs, routers, and PtP/PtMP radios
  • Assist in troubleshooting of advanced connectivity issues on network equipment
  • Assist other network technicians with troubleshooting
  • Generate documentation for lower level technicians
  • Assist with configuration of core site level network equipment and advanced property level network equipment

As a Network Field Operations Supervisor/Manager you must be able to lead and motivate a diverse team to achieve common goals. We are looking for a supervisor/manager with excellent communication skills, energetic leadership style, strong problem solving abilities, and effective conflict resolution skills.

Additional requirements:

  • High School diploma or higher
  • A strong competency in leading, developing, mentoring, and coaching
  • Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to understand processes, procedures and responsibilities performed by direct reports
  • Ability to write reports and correspondence
  • Willingness to work flexible hours, including weekends when necessary
  • Ability to frequently lift and/or move up to 50 pounds, working in small spaces and/or various heights, work in all climates and safely operate a motor vehicle