Job Summary: This position is responsible for the supervision, leadership, and direction of all work for the Service (I&R) Technician groups. This includes overseeing the day to day operations of the team in providing exceptional service and support to both internal and external customers.
Essential Job Duties and Responsibilities:
Oversee, plan, direct and supervise the ILEC/CLEC Service (I&R) Technician team. Organize and support the staff in the day to day installation and repair work. Work closely with Dispatch to coordinate installations and ensure customer needs and expectations are met.
Work closely with the Product and Marketing teams to stay on top of new technology and work to develop new products to enrich the lives of our customers, owners and employees.
Foster, promote and coordinate education and learning of interconnecting IT networking of devices to support new product installation and support as homes and small businesses become more reliant on networking devices.
Take escalated support calls to remedy customer issues, and then provide feedback to the technician(s) where appropriate.
Oversee workplace safety for all direct reports; routinely conduct safety training and field safety audits.
Continually review and improve processes and procedures for best customer outcomes.
Work closely with other departments on maintaining effective relationships and communication between work groups.
Assist in the development of the annual expense and capital budgets. Execute and deliver service within budget.
Work with the construction team to improve install times/improve the customer experience.
Additional Job Duties and Responsibilities:
Perform other duties and responsibilities as required to fulfill job function or as assigned.