Supervisor, Tech Ops Job - Full-time

Posting Job Title:Supervisor, Tech Ops
Requisition #: 174552BR
Posting Location: New Philadelphia, OH, US
Area of Interest:Engineering/Technical Operations
Position Type: Full Time

Posting Job Description

PURPOSE:

To provide daily leadership and supervision to residential Field Technicians and authorized field contractor companies to ensure high quality customer service and workmanship to residential customers.

ESSENTIAL FUNCTIONS:

Coordinates communication or action needed regarding special requests, escalated issues, special projects, damage claims, etc.

Performs or assists with difficult field jobs and handles customer service complaints related to installation, repair, or disconnection of all TWC services.

Resolves technical problems with customers and technicians through effective verbal and written communication. Ensures complete resolution of customer complaints, including follow-up calls and billing system documentation.

Conducts quality assurance inspections on subordinates to ensure high quality of work has been performed and appropriate procedures are being properly followed. Inspections include site visits and customer interactions to determine craftsmanship and interpersonal skill level used to appraise development needs.

Acts as a liaison with various departments to maintain effective communications and customer service.

Reviews daily/weekly/monthly reports to evaluate the quality and quantity of work performed by subordinates. Provides appropriate performance feedback to influence positive performance.

Reviews and approves material requisition requests.

Supervises, trains, mentors, motivates, and evaluates the work of residential Field Technicians. May provide various levels of corrective action and/or Performance Improvement Plans to in-house techs.

Inspects company vehicles on a monthly basis for sufficient stock of equipment and tools and ensures proper maintenance of vehicle fleet.

May be required to effectively interface with the management representatives of TWC approved and authorized field contractor companies.

Oversees contractor badging process, and conducts installation vendor compliance inspections

Coordinates with contractor companies, TWC warehouse and Technical Support Center to facilitate daily capacity shifting

Supervises TWC QA effort of installation vendor jobs

Must be able to maintain regular attendance and be able to work flexible hours including evenings and weekends.

May be required or called upon to assist in on-the-job training of other Supervisors, Field Technicians, or vendors as necessary.

Must be able to travel as needed.

Based on market, may be required to provide oversight of the market underground drop replacement program.

Perform other duties as assigned.

QUALIFICATIONS (KNOWLEDGE/SKILLS/ABILITIES):

Must possess strong organizational and motivational skills including the ability to effectively and efficiently prioritize work.

Must possess strong leadership skills and the ability to effectively coach for positive results.

Must possess excellent customer service and problem solving skills.

Must possess comprehensive knowledge of safety techniques and procedures, all tools, test equipment, customer premises equipment and cable materials utilized by residential Field Technicians.

Must possess comprehensive knowledge of, and be able to effectively and efficiently troubleshoot problems with, video, high speed data, voice services including Signature Home and Intelligent home services provided by TWC.

Must possess working knowledge of basic electricity and electronics theory, applicable FCC and NEC requirements and restrictions, CATV design including system map reading, maintenance, and basic headend functions.

Ability to effectively, professionally, and courteously communicate in both written and verbal form.

Strong interpersonal skills required. Must be able to project a positive company image, interact professionally with customers, subordinates, vendors, and all levels of company management and maintain confidentially at all times.

Must be able to present materials to large groups in a comprehensive and efficient manner.

Ability to analyze and troubleshoot cable equipment and wiring.

Must possess excellent problem solving skills.

Must possess excellent organization skills and the ability to handle multiple duties and priorities simultaneously in a fast-paced environment. Strong follow-through skills, attention to detail and ability to produce work with a high degree of accuracy required.

Must be able to work independently with minimal supervision.

EDUCATION:

High School diploma or equivalent (GED) required.

Electronics course work preferred.

Computer networking course work preferred.

WORK EXPERIENCE:

Previous cable/telecommunications experience as Field or Maintenance Technician level or higher is required.

LICENSES OR CERTIFICATES:

Must possess and maintain a valid Driver’s License and safe driving record.

May be required to successfully complete and maintain the licensing process with the applicable state regulatory agency which oversees certification to install and service home security systems. Licensing includes fingerprint capture and successful completion of an extensive background check.

PHYSICAL DEMANDS/REQUIREMENTS:

May be required to climb to heights in excess of 20 feet on utility poles.

Carry and properly utilize extension ladders up to 32’ in height.

Must be able to bend, stoop, push, pull, lift, kneel, squat, crawl and reach

Must meet and maintain compliance with Time Warner Cable’s Safe Weight policy.

Must be able to distinguish and identify various colors, which identify TV components, jacks, outlets various wiring and cabling required for installations.

Must be able to work indoors for long periods of time as well as outdoors in various weather conditions

Must be able to work in small/tight spaces (i.e., attics, crawl spaces).

EQUIPMENT USED:

Computer, handheld wireless device, cell phone and hands free adapter, printer, various hand tools & meters, gaffs, ladders, photocopy and FAX machine, company vehicle.


Physical Requirements:

The ladders, buckets and other climbing equipment necessary to perform the work of a field technician are rated for maximum weight capacities which includes the weight of the technician plus any tools the technician is carrying. Exceeding the weight of such ladders, buckets or other climbing equipment poses a serious risk to the safety of technicians and the public, and may violate state and/or federal limits for such equipment. The maximum body weight of a field technician for use of the majority of such equipment is 325 pounds.

FCC Unit_TWC: 6067
Controlling Establishment ID: 00107 - Canton Whipple Ave

More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status