Field Technician Supervisor

Field Technician Supervisor

About the Organization Deliver an exceptional experience. Make a real impact. Grow with us.At Greenlight Networks, we're not just building a network-we're building stronger, more connected communities. Founded in 2011, Greenlight Networks designs, builds, and operates a high-speed fiber-optic network delivering internet speeds up to 8 Gigabits per second to homes and small businesses. Today, we serve more than 225,000 homes and nearly 10,000 businesses across New York, with continued expansion into Pennsylvania and Baltimore.Our mission is to connect our communities by delivering the best internet experience and providing our customers the freedom to work, play, and live without limits!

Category Outside Operations

Full-Time/Part-Time Full-Time

Location Rochester Office (Headquarters)

Description

This position is responsible for acting as point person for outside fiber technicians in their assigned areas acting as a resource and support to ensure efficient and timely completion of installations drops and Break fixes. This position will also manage any field escalations as well as manage customer escalations and issues.

Specific Responsibilities:

• Ensure workplace safety Ensure OSHA, NESC, NEC, and GLNs safety regulations and precautions are followed for all work activities and provide safety training to employees as required

• Manage both the productivity and quality of work, supporting employees from a technical standpoint and being a resource for them

• Set an example for best in class customer service with customers and vendors; handle escalations appropriately and professionally delivering an excellent customer service experience

• Monitor quality control of installation work ensuring for compliance with Greenlight Networks’ installation standards, noting where additional training may be necessary and providing hands on training as needed to ensure quality standards are met.

• Manage workflow of team, assisting in assigning Drops, Installs, Break fix via workflow management system

• Assist with materials management

• Assist with pre-construction walk throughs as needed with business customers

• Support contractors as needed

• Assist with troubleshooting equipment failures and service affecting problems

• Support engineering requests with repair and maintenance activities if needed

• Provide the leadership, policies, and systems necessary to encourage individual employee performance accountability for the following:

• Provide metrics for team as it relates to productivity and work quality

• Assist in developing a supporting training and skills development curriculum for both new hires and existing employee’s

Requirements:

• Minimum two years’ experience working in a field technician / fiber technician role preferred

• Minimum two years’ experience working with fiber both aerial and underground preferred

• Ability to utilize workflow management systems including Gaiia, Paychex, VZ fleet management, and Coupa

• Previous experience with scheduling and managing overtime preferred

• Ability to lead by example and motivate a diverse work group to strive for excellence

• Strong customer service and presentation skills, ability to de-escalate customer service issues and work well with internal teams to provide quick resolution

Desire to work outside and be “in the field” working hands on with team in all weather

Compensation & Benefits:

• Our job titles may span more than one career level. The salary range for this position is $65,000 - $80,000. The actual salary offered to a candidate may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, are available at

EOE Statement Greenlight Networks is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Greenlight Networks is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Greenlight Networks are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, national origin, disability status, veteran status, domestic violence victim status or any other characteristic protected by the laws or regulations in the locations we operate. Greenlight Networks will not tolerate discrimination or harassment based on any of these characteristics. Greenlight Networks encourages applicants of all ages.

This position is currently accepting applications.