Field Services Supervisor

With exceptional customer focus in mind, we provide a variety of services across two major sectors – the telecommunications and supply chain industries. Despite our different backgrounds and aspirations, our people all have one thing in common: We care deeply about helping our customers simplify their most complex challenges to meet the demands of a fast-paced world.

Whether you want to perfect your craft or advance your career, we offer competitive pay, comprehensive benefits, and an opportunity to work with like-minded innovators, doers, and problem-solvers. Unlike other companies, we're big enough to work with household names, yet agile enough to give our employees the support and collaboration they need to deliver excellence every day.

As a member of our Team, you must be:

• Quality-driven – Trusted resources, providing quality services without question.
• Team-oriented – Collaborative and cohesive, demonstrating relationships matter.
• Innovative – Providing solutions and critical thinking, with an innovative approach.

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The Field Services Supervisor is responsible for overall management of our Service Installation Technicians to achieve customer satisfaction. This individual must interpret and apply Triage Partners CA, LLC policies, purposes, and goals of the organization to their subordinates, and be competent to perform a variety of highly skilled technical work in the installation, maintenance, and repair of service installs. This position is expected to exercise considerable initiative and judgment in planning and organizing work, take a leading role in carrying out the work process, and modifying plans to meet unexpected situations and deal with associated problems. Responsibilities include motivating, instructing, directing, and inspecting work of team members.

Specific duties include:

• Must comply with project metric/objectives around Service Installation Root Cause Analysis (RCA) and provide a daily RCA report for technician’s non-compliance to customer operations group and Triage Partners CA, LLC Area Manager.
• Maintain team’s production metrics to meet or exceed company standards.
• Comply with company follow-up process and maintain good working relationships with customer’s in-house management team.
  • Must reduce referral metric by allocating all jobs to follow-up process.
  • Must acknowledge escalations within 2 hours and resolve before 48 hours.
  • Must comply with EOD Policy and procedure. 
• Required to report call outs, timekeeping errors, and other discrepancies daily.
• Must acknowledge Customer Complaint within 24 hours of report.  
• Responsible for reviewing and authorizing hourly timecards for non-exempt team members weekly and approving time off requests for team members when submitted.
• Review daily production management reports, warehouse, and meeting times and must be approved daily. All payroll/billing discrepancies must be reviewed, investigated, and approved within 24 hours of receipt.
• Manage and reduce team member(s) overtime daily.
• Perform a minimum five (5) quality field inspections per week.  Required to track all quality field inspections performed and submit weekly.
• Must perform one (1) safety and inventory truck inspection per Field Service Technician per month.
• Provides Field Training feedback to improve quality inefficiencies.
• Complete required reports for accidents, injuries, and/or damage claims for Technicians in the field and collaborate with the Safety Compliance Manager during injury investigations.
• Ensure training and safety requirements are met per Triage Partners Safety Policy, OSHA Regulations, and California State Safety Requirements and host bi-weekly safety meetings for direct reports.

Qualifications and Requirements:

• 2-3 years of demonstrated ability to lead and manage a diverse workforce.
• Proven success in managing all aspects of a business operation or market (with some P&L responsibility).
• Considerable knowledge and experience of methods, tools, equipment, and materials used in the service installation, equipment testing, repair, and maintenance of fiber cabling,
  • Experience managing technicians responsible for copper I/R or copper cable maintenance is highly preferred.
• Must be able to interact with internal/external customers and various community leaders to establish long term relationships.
• Deep understanding of legal health and safety guidelines.
• Proficiency with data analysis and risk assessment.

Technical Skills:   

• Experience in fiber and/or copper installation is highly preferred.
• Knowledge of customer’s systems including VXField System, SIMPL, My Tech Portal is highly preferred.
• Considerable knowledge and experience with Outlook, Excel, Word, and PowerPoint.
• Experience with Paychex is highly preferred.

Skills and Abilities: 

• Excellent verbal and written communication skills.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Ability to manage time effectively and handle multiple tasks.
• Enjoy working in a fast pace in a rapidly changing environment.
• Excellent observation skills and attention to detail.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to act with integrity, professionalism, and confidentiality.
• Ability to handle difficult situations in a constructive, non-confrontational manner.

Work Environment/Physical Requirements:

Some travel required and may require driving for long periods of time to remote locations. You may be sitting for extended periods of time, and also able to work long hours and up to six days a week as needed.

Salary Range:

$83,000-$88,000