Field Support Center Supervisor

Summit Broadband is a leading fiber-optics telecommunications provider in Central and Southwest Florida, providing voice, video, data, and high-speed internet services to commercial and residential customers.  We are an organization that value’s each employee’s contributions and encourages everyone to share their ideas. Standing out in the industry by providing superior products and exceptional customer service, this growing and dynamic high-tech company is seeking a Field Support Center Supervisor to join our team and grow with us.

Job Title:  Field Support Center Supervisor

Status: Exempt

Location: Central

Reports to: Director of Technical Operations

Position Summary:

Responsible for supervising the overall delivery of outstanding customer service to Field Operations. This individual will lead and support Residential Support Technicians ensuring company metrics and goals are met. Responsible for measuring quality and performance of all support technicians.

Essential Duties and Responsibilities:

• Responsible for coordinating job scheduling and efficient routing that maintains a forty eight hour average ATTR/ATTI.
• Responsible for monitoring incoming calls and performance of support technicians.
• Lead a diverse workforce focused on providing daily support to all in-house technicians and contract partners.
• Ensuring that FSC personnel provide high-quality, consistent day-of-job support to in-house field technicians, contract partners and customers.
• Ensure all work orders are properly assigned, routed, tracked and closed out within 24hrs of complete date.
• Supervise staff to acheive metrics that drive FSC efficiencies and tech productivity to ensure a high level of customer service and satisfaction.
• Oversees the hiring of all personnel.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Supervise, train, and develop personnel, as appropriate to achieve duties and responsibilities.
• Serve as second point of contact for customer service escalations. Follow contact through resolution.
• Provides support to internal and external customers.
• Responsible for written review of staff performance, coaching, identifying training needs and individual goals.
• Maintain staff schedules and approve staff timesheets for payroll.
• Monitoring of Penguin Data for efficiencies, trouble tickets, Tech ETA, email communication, and trouble call patterns.

  Job Qualifications:

• Minimum five years of experience in telecommunications or related field preferred.
• Three years supervisory experience in a Dispatch/TOC/TAC/TSC environment preferred.
• Associate’s degree or equivalent experience required
• Technical knowledge of the telephone, internet and cable industry and how it operates.
• Working knowledge of Windows operating system and proficiency in Word and Excel applications.
• Excellent interpersonal skills to effectively deal with all levels of the organization
• Excellent analytical, research and evaluation techniques.
• Detail orientated with strong organizational and time management skills to effectively accomplish position requirements in an orderly, expedient and efficient manner.
• Demonstrate ability to follow-up on projects and tasks.
• Ability to work within a team situation and in a high demand environment.
• Must have a valid driver’s license and clean driving record.
• Must be able to pass criminal background and drug testing.

Summit Broadband is a tobacco and drug free workplace.