Hotwire Communications

  • Field Supervisor

    Job Locations US-FL-West Palm Beach
    Posted Date 5 months ago(6/12/2018 1:08 PM)
    Job ID
    # of Openings
    Field Services
  • Who We Are

    Come power the future with us!


    From the beginning, Hotwire Communications has been focused on the future – bringing the power and speed of fiber optics directly to customers. We were among the first companies in the US to offer IPTV Video and the first to offer gigabit speeds in Florida.


    And that leadership continues.


    We are looking for team members who are passionate about technology and what it means for all our lives. We are looking for leaders to drive us into the future and we are looking for individuals who are prepared to do whatever it takes to create a truly exceptional customer experience day in and day out.

    What You Will Be Doing

    The Field Services Supervisor is responsible for directing, coordinating and overall operational support within the region. Responsible for management and resource utilization ensuring that sufficient skills, training, and equipment are available for field resources to complete trouble, service and installation orders in a timely manner. Responsible for oversight and service operations management thru optimization of equipment, facilities, material management and personnel by leading the following duties personally or through key field personnel in assigned territory.


    • Responsible for all Safety related duties pertaining to Services, Activations and maintenance. Must lead by example

    • Responsible for meeting commitments to customers and following up to guarantee customer satisfaction.
    • Responsible for applying adopted company policies, operational practices and coordinating training that allow our daily operations to succeed.
    • Responsible for preparation of customer sites for move in by completing a pre-inspection, and making necessary arrangements with builders, technicians and or customers.
    • Responsible for installation of all company offered products thru accurate and timely installation utilizing the Enlighten software system.
    • Perform other related duties as assigned by the Regional Operations Manager or Vice President and General Manager.
    • Responsible for in territory service operations training for the field service technicians.
    • Responsible for hitting company set metrics on Trouble and Service ticket resolution times i.e. SLA’s.
    • Conducts Ride Along practices with service technicians weekly.
    • Conducts Property Manager Visits in order to provide face to face communication with the properties. Also provides His/Her contact information to Property Manager for proper escalation of trouble issues.
    • Responsible for the Head End Maintenance practices to assure a safe and organized Head End.
    • Creates regional trouble report daily in order to understand the issues in the region.
    • Creates regional RCA reports weekly in order to understand where the region can improve in meeting SLA’s
    • Creates weekly technicians report as well as verification of attached documents.
    • Works closely with Dispatch to coordinate daily activities in the region.
    • Works closely with the NOC on escalation of trouble issues.
    • Replace Oversees upkeep and security for Head Ends to Performs site survey of Head End and property to assure a safe and organized site. This includes a survey of the Head End facility, IDF, and satellite distribution area.

    Supervisory Responsibilities:

    Directly supervises associates in all facets of services and maintenance functions. Performs supervisory responsibilities in accordance with the organizations policies and applicable laws; responsibilities include interviewing and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    What You Need to Bring

              Education & Experience:

              Degree: Technical; College degree preferred
              5 years prior technician/installation work experience essential.
              5 years prior management experience in an operational role


    • Problem Solving – Identifies and resolves problems in a timely manner.
      • Technical Skills – Strives to continuously build knowledge and skills; Shares expertise with others.
      • Customer Service – Responds promptly to customer needs; Meets commitments.
      • Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
      • Oral Communication – Speaks clearly and persuasively in positive or negative situations.
      • Teamwork – Able to build morale and group commitments to goals and objectives; Support everyone’s efforts to succeed.
      • Change Management – Communicates change effectively.
      • Delegation – Sets expectations and monitors delegated activities; Provides recognition for results.
      • Leadership – Inspires and motivates others to perform well.
      • Managing People – Fosters quality focus in others; Improves processes, products and services.
      • Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
      • Cost Consciousness – Works within approved budget; Develops and implements cost saving measures.
      • Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically upholds the organizations values.
      • Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organizational goals and values; Supports affirmative action and respects diversity
      • Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
      • Motivation – Sets and achieves challenging goals.
      • Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes and schedules other people and their tasks; Develops realistic action plans.
      • Professionalism – Approaches other in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
      • Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
      • Adaptability – Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events.
      • Attendance/Punctuality – Ensures work responsibilities are covered when absent.
      • Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
      • Initiative – Takes independent actions and calculated risks. Looks for and takes advantage of opportunities.


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