Spectrum
Location
Suffolk, VA | United States
Job description
JOB SUMMARY
Responsible for overall fulfillment operations of the system locations from the node to the home across the assigned area. Supervise installation and service to meet customer expectations, technical quality standards, employee productivity and company safety requirements. Maximize customer satisfaction through quality craftsmanship and operational excellence of the customer premise network. Responsible for the hiring, training, development, and performance evaluation of team.
MAJOR DUTIES AND RESPONSIBILITIES
Ensure responsiveness and first time resolution to installation and trouble call work orders while adhering to company quality and safety standards
Ensures quality control checks are completed satisfactorily; resolve escalated customer problems as necessary. Provides quality assurance support and direction to field staff regarding new or existing technologies. Performs field safety observations and quality control checks in accordance with company TQA requirements. Resolves and proactively prevents customer escalations Establishes positive employee relations through effective individual and team communication and provide ongoing support Regularly observes and mentors employees in regard to safety, quality, productivity and well-being Coordinate and reinforce employee training to ensure Technical Quality Assurance (TQA) standards are met. Performs practical field evaluations to verify technical competencies and safe practices; provides necessary feedback Ensures staff has and maintains necessary company-issued tools and equipment Facilitates cross-functional communications and cooperation with internal departments and service partners Instills knowledge of all company products and services Maintains records and documents in accordance with company policies and procedures Adheres to industry specific local, state, and federal regulations, as applicable Knows, understands and follows company policy Performs other duties as requested by manager REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Advanced understanding of the TCP/IP stack and associated abstraction layers
Advanced knowledge of network designs, network architectures, and network topologies
Ability to read, write and speak the English language to communicate with employees, customers, and suppliers in person, on the phone, and/or by written communications in a clear, straight-forward, and professional manner
Ability to use the following hand tools: electric drills, hammers, wrenches, screwdrivers
Ability to walk over all types of terrain in all kinds of weather, while carrying tools and equipment, including gaffs, ladders, and fully loaded tool belts
Basic knowledge using software tools to support the current operations
Knowledge in basic network devices and network appliances Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipment
Ability to accurately take measurement and apply to position tasks
Ability to carry, climb and operate extension ladder, (approx. 32 ft high and 90 pounds)
Ability to perform job from high places (i.e. poles and roofs)
Ability to differentiate between different sizes and colors of wires
Ability to work with small components and wires to make cable connections
Ability to make cable connections in tight spaces by bending, reaching, twisting
Ability to walk over all types of terrain in all kinds of weather while carrying tools and equipment, including ladders, safety equipment and tool belts
Ability to work while standing 50 - 70% of the time
Ability to use personal computer and software applications including Microsoft Office
Ability to operate appropriate computer or test equipment associated with position (e.g. signal level meters, ohm meters, etc.)
Ability to use handheld communication devices and applications
Ability to use electric or battery operated hand tools such as drills, hammers, wrenches, screwdrivers
Job tags
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