The Field Operations Supervisor is responsible for ensuring that core service and/or security technicians are providing residential and/or security customers a quality installation and service experience, through proper training, supervision, QC, equipping in a productive process driven manner.
RESPONSIBILITIES:
- Daily supervision of field service and/or alarm technicians to ensure on time, productive system installations and servicing.
- Find opportunities to improve efficiency, discuss get buy in and approval to institute with measurable.
- Performance management to KPI’s and goals.
- Set up of and implementation of process, operation or technical field changes to achieve goals.
- Remote service and customer education on escalations from Inside Support tech to avoid truck rolls.
- Review tech routing and assignments to maximize efficiency and service.
- May review commercial sales of access control, surveillance and security systems prior to installation.
- Weekly reports of service and installation stats to help pinpoint areas for training, improvement etc.
- Handle technical customer escalations of service issues if field visit is necessary.
- Receive, review and send technicians payroll / timekeeping and on-call reports to GM by deadline.
- Receive and respond to internal customer needs for confirmation on COPS data confirmations.
- Give input on project planning and budgeting for upcoming large projects.
- Willing and able in emergency situations to jump in and do installation or service on all systems.
- Other duties as assigned.
MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- At least five years of experience in Service, Installation and supervision of field personnel of core services. Experience with security systems strongly preferred.
- High School Diploma or equivalent required, Associates Degree in Internet Technologies or Engineering is preferred
- Ability to lead, team build and support field technicians doing installation and service of all systems
- At least two years’ experience with Hotwire core services and Access Control systems, Camera systems and IP communications
- Must have active and clean, non-restrictive, state issued driver’s license in State where hired.
- Must be comfortable working on a ladder and all heights
- Ability to work days, weekends, evenings and holidays and participate with on-call rotation as needed
BENEFITS:
We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:
- Comprehensive Healthcare/Dental/Vision Plans
- 401K Retirement Plan with Company Match
- Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
- Paid Volunteer Time
- Paid Parental Leave
- Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
- Employee Referral Bonuses
- Exclusive Entertainment Discounts/Perks
Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
