This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

JOB SUMMARY

Supervises field and TQA field technicians and field audit staff to meet customer expectations, technical quality standards, employee productivity and company safety requirements. Maximizes 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 JOB DUTIES AND RESPONSIBILITIES

Supervises a team of Field Technicians and TQA Field Technicians to meet customer expectations, technical quality and safety standards, and employee productivity; may supervise contractors as business needs dictateEnsures responsiveness and first time resolution to installation and trouble call work orders while adhering to company quality and safety standardsEnsures quality control checks are completed satisfactorily; resolves escalated customer problems as necessaryProvides quality assurance support and direction to field staff regarding new or existing technologiesPerforms field safety observations and quality control checks in accordance with company TQA requirementsResolves and proactively prevents customer escalationsEstablishes positive employee relations through effective individual and team communication and provides ongoing supportRegularly observes and mentors employees regarding safety, quality, productivity and well-beingPerforms practical field evaluations to verify technical competencies and safe practices; provides necessary feedbackEnsures staff has and maintains necessary company-issued tools and equipmentFacilitates cross-functional communications and cooperation with internal departments and service partnersCoordinates and reinforces employee training to ensure Technical Quality Assurance (TQA) standards are metMentors and assists in staff development through quality control feedbackProvides recommended areas for improvement within the drop network to managementInstills knowledge of all company products and servicesMaintains records and documents in accordance with company policies and proceduresEstablishes positive employee relations through effective communication and ongoing supportAdheres to industry specific local, state, and federal regulations, as applicableKnows, understands and follows company policyPerforms other duties as requested by manager

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

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 mannerAdvanced understanding of the TCP/IP stack and associated abstraction layersAdvanced knowledge of network designs, network architectures, and network topologiesAbility to drive Company vehicle in a safe and responsible mannerAbility to use the following hand tools: electric drills, hammers, wrenches, screwdriversAbility to walk over all types of terrain in all kinds of weather, while carrying tools and equipment, including gaffs, ladders, and fully loaded tool beltsAbility to safely use weight-bearing equipment (such as safety harness and ladders) within the maximum limitations of that equipmentBasic knowledge using software tools to support the current operationsKnowledge in basic network devices and network appliancesAbility to accurately take measurement and apply to position tasksAbility 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 wiresAbility to work with small components and wires to make cable connectionsAbility to make cable connections in tight spaces by bending, reaching, twistingAbility to travel (including during inclement weather) to and from assigned territories and company facilitiesAbility to work outside for extended periods in any season and/or during inclement weatherAbility to work while standing 50-70% of the timeAbility to complete documentation accuratelyAbility to maintain confidentiality Ability to prioritize and organize effectivelyAbility to use personal computer and software applications including Microsoft OfficeAbility 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 applicationsAbility to supervise and motivate others

Required Education

Associate’s degree in electronics or related field, or equivalent work experienceIndustry and vendor specific certifications and training (NCTI, SCTE, BCT/E)Valid driver's license with satisfactory driving record within Company required standards

Required Related Work Experience and Number of Years

4+ years of Field Technician and/or TQA work experienceSupervisory experience in a technical environment or equivalent work experience

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Ability to successfully manage face-to-face customer interactions and resolutionsDemonstrated leadership qualitiesAbility to handle multiple projects and tasksModerate knowledge of residential and commercial facility construction design/layoutBasic knowledge of company products and services

Preferred Related Work Experience and Number of Years

Experience in complex, structure cabling jobs that include interior/exterior installation of Cat5/Cat6 cablingExperience in programming and installing routers, Internet gateway services, Layer2/3 Ethernet switches and wireless access points in commercial environmentsSupervisory or leadership experience - 1+

WORKING CONDITIONS

Work indoors in confined space, poorly ventilated areas such as attics during extreme heat or coldExposure to dust, dirt, noise, insects, rodents, pets, and cleaning solutionsWork in commercial or factory type environmentsWork outdoors in all kinds of weather and at all times of the day or nightWork performed near power lines and electricityWork and travel in inclement weatherSome work may be performed in an office environmentWork performed at various heights above ground on telephone/power polesSome out of town and overnight travel as the business needs dictateOccasionally required to work overtime as the business needs dictateAbility to work weekends or a second shift as the business needs dictate
TOP401 2025-64009 2025

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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.


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FCC Unit: 13535 Business Unit: Field Operations Zip Code: 68512

Who You Are Matters Here

We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.