The
Senior 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. Additionally, the Senior Field Operations Supervisor will provide direction and leadership to the team, while ensuring performance, safety and "White Glove" standards are maintained.
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 seven 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
The expected base pay range for this position is $85,000 to $100,000 annually. Actual compensation will be determined based on experience, skills, and other job-related factors.
