Supervisor Field Operations

Shenandoah Telecommunications Company Job Posting

Shenandoah Telecommunications Company ("Shentel") specializes in providing High-Speed Internet and other telecommunications services to customers in the Mid-Atlantic United States. We focus on rural communities, which are often overlooked by larger companies. The Shentel family of brands includes: Shentel: Provides traditional cable Internet services for small towns and rural communities. Glo Fiber: Delivers fiber-optic Internet for customers in larger cities, as a competitor to incumbent providers. Shentel Business and Glo Fiber Business: Offers small, medium and large-scale telecommunication services for businesses and enterprises in our areas. We live and work in the same places as the customers we serve, and we are proud to support our local communities.

Job Summary:

Responsible for all aspects of the Shentel Cable field operations. Supervises and direct assigned technicians, installers and repairman. Primary function is maintaining network integrity by providing superior customer service in the installation and repair of customer voice, CATV and internet access services. Secondary function is the support of special projects.

Duties and Responsibilities:

Essential:

• Monitoring and efficient management of customer service orders and the field staff that supports the resolution of these service orders.
• Support regional field operation supervisors' and technicians needs. Materials, tools, training, planning and prioritization. Staff is local and remote, requiring unique skills to support a widely distributed staff.
• Support development, implement, and manage a preventive maintenance program for all Shentel Cable, voice, CATV and network internet access.
• Diligently monitor and manage network performance. Review and consider routine system/node sweep, balance and calibration to insure optimum performance.
• Administer an effective sparing and return/repair program for network hardware and equipment, as well as all other field assets and inventory.
• Develop and maintain on-call rotation. Be the key point of contact for escalation and resolution of network outages and events.
• Serve as the key field operations point of contact for major projects involving the field.
• Support both Greenfield projects and network upgrades.
• Maintain the fleet of network operations vehicles in proper working order maintaining a professional appearance.
• Communicates with area managers and support "events" at properties as needed.
• Observes all company safety procedures at all times.
• Demonstrates and holds employees accountable for stewardship of the brand to include embodiment of the Shentel Way by ensuring appropriate use of the brand (name, logo, company, appearance, and attitude) within their respective team and organization.

Non-Essential:

• Work with other Shentel departments to communicate status of work orders, projects, and other network events.
• Support after hours network troubleshooting efforts as required.
• Responsible for following, supporting, and enforcing all internal control processes and procedures.

Qualification Requirements:

• Education: High School or equivalent required. BA/BS preferred. Other postsecondary training or education will be considered if applicable to position.
• Experience Level: Minimum 5 years of experience in telecommunications operations in an installation or repair function required.
• Special Requirements:
• Previous supervisory experience in telecommunication network operations, construction or project management preferred.
• Skills Summary: Technical knowledge in CATV, telephony and internet operations experience also considered.
• Participates in requested call rotation.

This position description is only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this position. The incumbents may be requested to perform tasks other than those stated in this description.

The company reserves the right to revise or change this job description as the need arises. This job description does not constitute any written or implied contract of employment.

Shentel provides a drug-free workplace and is an EEO employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, or protected Veteran status.

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