Posting Job Title: Louisville/Lexington-Supervisor, Business Services Field Engineer
Requisition #: 143758BR
Posting Location: Louisville, KY, US
Area of Interest: Engineering/Technical Operations
Position Type: Full Time
Posting Job Description
THIS POSITION CAN BE BASED OUT OF EITHER LOUISVILLE OR LEXINGTON.
The Field Engineer Supervisor supervises frontline Field Engineers for the Business Services department. He or she will ensure world-class installation and service of Business Class Hospitality, Multi-Point BCE, PRI, Metro Ethernet, and Dedicated Internet Access customers resulting in high net promoter scores and overall customer satisfaction.
Essential Job Functions:
Manage day to day schedule including on-call and project activity for field engineers
Develop, maintain and present performance metrics related to the field engineer team to senior management on a regular basis
Document employee performance throughout the course of the year in order to perform annual reviews while managing coaching opportunities including performance improvement plans and employee termination if necessary
Manage regular scheduled training of field engineer team on a variety of technical requirements including but not limited to test sets, optical construction, Ethernet test and turn up, data network troubleshooting and field safety topics
Develop, document, implement, and maintain process flows including methods & procedures for troubleshooting and installing Business Services offerings
Act as customer escalation point for some of Business Services most valuable customers during and after hours as necessary
Evaluate and hire candidates for open opportunities
High school diploma or general education diploma (GED)
Previous supervisory experience - at least 2 years
Two to three years of field data network related experience, preferably in a cable or telecommunications-related environment.
Strong PC skills including word processor, spreadsheet, database, PowerPoint and Internet based applications
Excellent organizational and communication skills
Firm understanding of DOCSIS, Ethernet, SONET, Voice and Data routing/network protocols, CWDM/DWDM, and Metro Ethernet Standards
Cisco Certified Network Associate, Cisco Certified Design Associate and Comptia Network+ are highly preferred
Experience installing and supporting Cisco and Juniper switches preferred
A proven ability to assist customers of all technical levels through escalations requiring management intervention over the phone and in person
Four year degree in management or technology field highly desired
Required Certifications, Licenses, Registrations, etc., to perform the essential functions of this position:
Travel requirements and frequency :
- Must have valid driver's license and a good driving record
- Must have no preventable accidents in the past six months
Supervisory / Managerial Responsibilities : Supervisor: Plans, staffs, coaches, evaluates and directs work of employees of a work unit.
- Required to travel to customer sites, TWC distribution hubs, and various Business Services field offices in division's service areas.
FCC Unit_TWC: 11153
Controlling Establishment ID: 00905 - Louisville 10168 Linn Station
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