Job Description
This position is responsible for acting as point person for outside fiber technicians in their assigned areas acting as a resource and support to ensure efficient and timely completion of installations drops and Break fixes. This position will also manage any field escalations as well as manage customer escalations and issues. Specific Responsibilities Ensure workplace safety Ensure OSHA, NESC, NEC, and GLNs safety regulations and precautions are followed for all work activities and provide safety training to employees as required Manage both the productivity and quality of work, supporting employees from a technical standpoint and being a resource for them Set an example for best in class customer service with customers and vendors; handle escalations appropriately and professionally delivering an excellent customer service experience Monitor quality control of installation work ensuring for compliance with Greenlight Networks’ installation standards, noting where additional training may be necessary and providing hands on training as needed to ensure quality standards are met. Manage workflow of team, assisting in assigning Drops, Installs, Break fix via workflow management system Assist with materials management Assist with pre-construction walk throughs as needed with business customers Support contractors as needed Assist with troubleshooting equipment failures and service affecting problems Support engineering requests with repair and maintenance activities if needed Provide the leadership, policies, and systems necessary to encourage individual employee performance accountability for the following: Provide metrics for team as it relates to productivity and work quality Assist in developing a supporting training and skills development curriculum for both new hires and existing employee’s Requirements Minimum two years’ experience working in a field technician / fiber technician role preferred Minimum two years’ experience working with fiber both aerial and underground preferred Ability to utilize workflow management systems including Gaiia, Paychex, VZ fleet management, and Coupa Previous experience with scheduling and managing overtime preferred Ability to lead by example and motivate a diverse work group to strive for excellence Strong customer service and presentation skills, ability to de-escalate customer service issues and work well with internal teams to provide quick resolution Desire to work outside and be “in the field” working hands on with team in all weather