Supv, Field Service

GCI Anchorage , AK 99501

Posted 3 months ago

GCI's Field Service Supervisor will provide leadership, expertise, problem solving, and direction for day-to-day activities of the Field Services team that are located throughout Alaska's regions. Ensuring quality customer service, providing support to the company's internal groups and responding to problems efficiently and quickly affecting customers.

This position requires to:

  • Fully own the mission, goals, operations, and results of the department. This responsibility is non-delegable.

  • Provide strong leadership to the VP's management team. This includes generating enthusiasm and shared commitment; identifying and setting new directions; teaching, growing, and empowering; owning outcomes; and leading by example. This responsibility is non-delegable. Specific leadership duties include:

  • Establishing the vision and tone for the department, consistent with company culture and mission;

  • Establishing clear goals and performance expectations.

  • Hiring individuals who can accomplish those goals and meet those expectations, and providing them the open communications, training, tools, and mentoring they need to be successful and develop professionally, and a development path commensurate with capabilities and potential.

  • Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI's interests and demoralize other employees. These processes include annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination.

  • Provides field assistance and technical guidance to Field Service Techs, surveys and analyzes technical data to provide timely and accurate resolution of technical issues in the field beyond capability of lower level staff. Perform quality control field inspections of installation and service activities and follows up on customer contacts through customer service program, as appropriate, reporting results to upper management.

  • Oversee and directs the work of technicians in preforming pre-installation for post-wire, pre-wire, custom installation, commercial installations, hotel/motel installation and other special system installation activity to include design of mini head-ends, evaluation of integrity of existing facilities, providing manpower and cost estimates, design of system to be installed and regular maintenance of said facilities. Provide guidance and training to installation and service personnel on all FCC, OSHA, NEC, NESC regulations and company specifications. Inventory control, including tools and materials assignments and vehicle inspections - Assist upper management in development and reconciliation of annual budget regarding workforce and inventory projections and costs.

  • Responsible for hiring, leading, developing and managing the performance by those reporting to this position; establishes and communicates clear performance expectations, makes recommendations for salary increases. Provide timely annual performance reviews to all direct reports and ensure that all employees within the department receive annual performance reviews on time. Responsible for team results and recommends and /or approves promotions, demotions, transfers or disciplinary actions up to and including termination. Maintains union free workforce through effective communication and regular feedback to employees regarding their performance against expectations and use of effective performance recognition of groups involved. Coordinate and address escalated customer complaints, service and troubleshooting work. Provide direction and hands-on support in resolving customer technical concerns. Coordinate efforts with upper management providing documentation and status reports on progress and resolutions.

Job Qualifications

Knowledge, Skills and Ability:

  • Demonstrated knowledge with residential construction/wiring practices and programming/hook-up of consumer electronics equipment is required.

  • Requires thorough understanding of telecommunications terminology, company and industry standards, and safety codes, as they relate to consumer installs and service calls.

  • Comprehensive understanding of GCI Consumer Product Lines, to include GCI TV, High-Speed Internet, and Telephony services is required.

  • Demonstrated understanding of Coax and Twisted Pair Installs, Troubleshooting, and Repair.

  • Complete understanding of the use of standard test devices such as Digital Signal Analysis Meter, Volt-Ohm Meter, and 136B Test Set is required.

  • Demonstrated knowledge to evaluate and calculate drop system, multi-unit and commercial design criteria is required.

  • Basic computer and "smart phone" skills to access internal E-mail and Service Order Systems (TOA) for information related to service orders is required.

  • Accountability relating to confidential information, safety practices, work order documentation, and company assets (Including but not limited to vehicles, inventory, and tools) is required.

  • Must organize assignments, equipment, and routing to maximize productivity Develop and maintain positive rapport with customers and employees Incumbent must represent GCI in a professional manner.

  • Convey technical information clearly and concisely in work orders and follow-up reports

  • Verbally communicate technical information to people of vastly different levels of technical understanding Must be able to accurately analyze service problems and develop timely solutions; differentiate line problems and outages from drop related problems through accurate analysis of troubleshooting; accurately interpret and apply applicable NEC, NESC, OSHA, and FCC regulations and company policies and procedures.

  • Ability to read and navigate using maps, to include internal plant maps, borough utility maps, and street maps.

  • Strong leadership skills: demonstrated ability to lead, motivate, and calm others in a physically demanding work environment, which often times includes emotionally stressful exchanges involving customers and their property and/or pets.

  • Ability to build and promote teamwork, pride in performance, and encourage professional, courteous work behavior.

  • Demonstrated ability to apply company principles to properly direct the workforce, monitor and evaluate performance, recommend improvements within defined timelines, provide input to reporting Supervisor.

Minimum qualifications:

  • Minimum of five years' experience in a residential/construction wiring telecommunication technology industry required.

  • One-year experience in a progressive leadership role.

  • High school diploma or equivalent required.

  • Bachelor's degree, relevant vocational, military education/training in telecommunications, electronics, or a related field required.

  • In addition to minimum experience, a combination of relevant work and/or education sufficient to perform the duties of the job may substitute for the degree on a year for year basis.

  • Certifications: Industry specific certifications may contribute toward required education.

  • Certifications Required:

  • SCTE Broadband Premises Expert

  • SCTE Broadband Distribution Specialist

  • Pole Climbing Certification

  • Below Certifications are desired for Interior and Outlying Regions in Alaska

  • SCTE Broadband Transport

  • Specialist Confined Space Entrant and Attendant

  • AK DOT approved Flagger Certification

Reporting Relationships:

Position reports to: TBD

Number of direct reports: approximately 5-8

Physical Requirements:

  • High degree of balance, coordination and strength needed routinely in climbing poles, towers, ladders, etc., and avoiding obstacles.

  • Daily walking, crawling, bending, stooping and kneeling on varied surfaces such as roofs and in trenches often hampered by weather elements.

  • Lifting, carrying, pushing, and pulling to maneuver equipment/supplies of up to 70-pound loads occasionally, less weight more regularly.

  • High degree of hand dexterity and eye/hand coordination to operate trenching/plowing/boring equipment, aerial construction equipment, hand tools and to connect, separate, twist multiple smaller items on a daily basis.

  • Clarity of vision at every distance with good depth perception and ability to distinguish colors routinely for driving and performing assigned tasks.

  • Good hearing, capable of distinction between equipment signals and the human voice often amidst background noises, such as wind, rain and traffic.

Working Conditions: Subject to adverse weather and driving conditions. Work involves heights up to 40 feet on poles and ladders. Work performed below overhead construction and in trenches to 10 feet in depth. Tasks performed around high-power electrical conductors and gas lines. Work areas can be cramped, dark, dusty, damp, wet, stuffy, sticky, smelly, hot and/or cold. May encounter unrestrained animals/pets. Must be able and willing to work flexible hours including, but not limited to, overtime, on-call, and/or additional time on weekends, holidays, evenings, before or after normal shift hours. Work occasionally requires extended periods of travel for training of personnel in other departments.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the normal business hours to respond to the immediate emergency. As such, you will be required to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.

Employee may be subject to alcohol and drug testing requirements as defined by DOT and/or non-DOT contract specifications, including but not limited to: pre-employment, random, reasonable suspicion, post-accident, return to duty, and follow-up testing.

Driving Requirements (if applicable): Must possess and maintain a valid driver's license, proof of insurance, and a satisfactory driving record.

Positions who drive company fleet vehicles: Must possess and maintain a valid driver's license, a satisfactory driving record, proof of insurance, and a current DOT health card. Employee will be required to use a company fleet vehicle and must satisfactorily complete all elements and requirements of the company's fleet risk management processes.

EEO: GCI is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualification required of employees assigned to this job. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

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Supv, Field Service