Sup, Technical Ops I
Charter Communications - Whitmore Lake, MI

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Supervise designated technical workgroup to meet customer expectations, technical quality standards, and company safety requirements. Responsible for the hiring, training, development, and performance evaluation of staff to maximize the customer experience and operational productivity. ESSENTIAL FUNCTIONS OF THE POSITION Actively and consistently support all efforts to simplify and enhance the customer experience Ensure responsiveness and first time resolution to installation and trouble call work orders while adhering to company quality and safety standards Resolve and help prevent customer escalations Establish positive employee relations through effective communication and ongoing support Observe, monitor and mentor employees in regard to safety, quality, productivity and well-being Coordinate and reinforce employee training as needed Perform practical evaluations to verify technical competencies Ensure staff has and maintains necessary, company-issued tools and equipment Facilitate cross-functional communications and cooperation Instill knowledge of all company products and services Assist with providing budget preparation information as requested Monitor current procedures and tests performed to ensure compliance with FCC standards Maintain records and documents in accordance with company policies and procedures Adhere to industry specific local, state, and federal regulations, as applicable Know, understand and follow company policy Perform other duties as requested by manager PREFERRED QUALIFICATIONS Skills/Abilities and Knowledge Demonstrated technical knowledge of hybrid fiber coaxial network Complex understanding of IP networks Advanced understanding of Time Domain Multiplexing (TDM) Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipment Ability to accurately measure distances, using tapes or other measuring devices Ability to carry, climb and operate extension ladder, (approx. 32 ft high and 90 pounds) Ability to climb poles using gaffs, hooks and climbing belt as needed Ability to differentiate between different sizes and colors of wires Ability to make cable connections in tight spaces by bending, reaching, twisting Ability to operate a bucket truck and test equipment, required to perform job duties Ability to operate appropriate computer or test equipment associated with position (e.g. signal level meters, ohm meters, etc.) Ability to perform job from high places (i.e. poles and roofs) Ability to use the following hand tools electric drills, hammers, wrenches, screwdrivers Ability to walk over all types of terrain in all kinds of weather while carrying tools and equipment, including gaffs, ladders, and fully loaded tool belts Ability to work while standing 50 - 70% of the time Ability to work with small components and wires to make cable connections Ability to splice coaxial cable Ability to use handheld communication devices and applications Ability to handle multiple projects and tasks Ability to maintain confidentiality Ability to prioritize and organize effectively Ability to supervise and motivate others Ability to use personal computer and software applications Knowledge of company products and services Knowledge and understanding of the testing and reporting of technical proofs of performance Knowledge of construction practices and specifications Knowledge of Headend operation & standards Knowledge and ability of Installation/Service requirements both as it relates to policies & procedures Knowledge of the capital and operating budget process Demonstrated leadership qualities Knowledge of Microsoft Office Education Associates degree in electronics or related field, or equivalent work experience BBT/ST certification or equivalent work experience Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E)
      Valid driver's license with satisfactory driving record within Company required standards

      Related Work Experience
      1+ year Broadband Technician Lead or equivalent work experience

      WORKING CONDITIONS
      Work indoors in confined space, poorly ventilated areas such as attics during extreme heat
      Exposure to dust, dirt, noise, insects, rodents, pets, and cleaning solutions
      Work outdoors in all kinds of weather and at all times of the day or night
      Work performed near power lines and electricity
      Work and travel in inclement weather
      Some work may be performed in an office environment
      Work performed at various heights above ground on telephone/power poles
      On-call rotation required

      Primary Location US-Michigan-WHITMORE LAKE

      Charter Communications - 18 months ago - save job - block
      About this company
      511 reviews
      Charter Communications navigates the waters of US cable services. The cable system operator has about 5 million mostly-residential...