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Technical Operations Supervisor

Job
Summary:
Responsible for supervising the field operations and ensuring customers receive the highest level of quality service during installation and repair of all Suddenlink products. Interviews, coaches, trains, monitors and evaluates Broadband Technicians in a team environment. Works with other members of the management team to develop and implement strategic plans to achieve department goals regarding the acquisition and service of customers.

The Suddenlink Culture: A culture defines who we are. It sets forth goals and principles of a united group. Our success is based on the shared values and commitment of the people who are building Suddenlink for the future; on developing new technology; on discovering creative and innovative ways to do things; on improving the value of our services; on building strong relationships with our customers; and on seeking excellence in everything we do.

Honesty & Integrity
Family First
Creativity
Customer Service
Positive Attitude & Excellence
Take Pride
Knowledge & Skills
Corporate Citizenship
Care About Others

Essential Functions:
Assures the quality status of service and installation cable services and products to customers
Assures the completion of scheduled work within budget by monitoring daily production of work completed
Assures the quality of installs, disconnects and repairs meets specified standards and customer expectations
Provides direction and participates in the repair of major technical problems.
Help resolve complex customer problems
Gathers and provides feedback to management to maintain the integrity of the plant
Manages inventory control and maintenance by rendering vehicles, tools and material checks for BBTs
Assures company compliance with safety regulations while promoting safety awareness among employees
Investigates theft of cable services complaints to verify nature of loss and recover equipment
Keeps records and scheduling logs of daily field operations regarding technical personnel
Performs regular job inspections and ride-along with BBTs to monitor and assess technical and customer service job quality and performance
Assists in selecting, training, directing, monitoring performance of BBTs, appraises performance and recommends salary actions and promotions, and evaluating employees
Makes recommendations for improving department performance
Works with the team of BBTs to set departmental goals and develop and implement streamlined methods of operation
Becomes proficient as a technician in the applicable products and services (based on team's composition)
Other duties as assigned


Minimum Position Qualifications:
College degree or three years of relevant work in CATV OPS required
3-5 years' supervisory experience
Excellent customer service, sales, and technical skills
Leadership skills a must
Good driving record and valid driver's license

Environmental Conditions:
Ability to work in adverse weather conditions


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