Technical Operations Supervisor - Seattle West
Full-time Employee
Washington
Seattle West Region - Pierce, Kitsap, Calallam, & Jefferson Counties
Starts
Upon Availability
Pay
Depends on Experience
Qualifications
2-3 years Supervisor experience; Ability to Repair complex System and Headend equipment to address chronic issues; Ability to troubleshoot and achieve problem resolution cross functionally; High School Diploma or equivalent; NCTI or SCTE certification preferred; Knowledge of Return Path portion of cable plant operations; Knowledge of National Electric Code and National Electrical Safety Code; Knowledge of EAS and FCC regulations; additional qualifications
Job Description
The Technical Operations Supervisor contributes to Wave Broadband’s success by serving as the first line of support for the Service and Maintenance department. This position oversees and may assist in all of the activities of the technical department including complex service calls, Plant Maintenance work, installations, disconnects, and service changes for residential and business customers including multiple broadband services, high-speed data services and voice services.
Responsibilities include:
• Supervise the Service and Maintenance departments
• Route Service technician workloads, provide assistance, support and leadership to employees and contractors engaged in maintenance and service related activities
• Perform diagnostic, quality control, auditing, leakage detection, and record keeping
• Perform repair and maintenance on voice systems, including trouble shooting, uninstalling and removing existing CPE
• Install, uninstall, and reconnect NIU devices and backup powering; initiate DHCP script
• Troubleshoot and repair customer cable and data services from the headend to the connection of the customer’s equipment for single, multi-family, commercial dwellings and/or business products/services, including, as appropriate, all necessary wiring (interior and exterior) and hardware; install, troubleshoot and repair drops from tap to cable modem
• Troubleshoot distribution and return-path problems from CPE to headend (including troubleshooting, repairing or replacing defective or damaged components and/or installing new taps, amps, nodes and lasers); install and configure network interface cards and client software on customer computer equipment; identify and resolve complex problems with customer system configurations and settings that interfere with use of the service
• Ensures peak performance, maintains and monitors service techs and maintenance techs performance, performs evaluations and performance reviews as well as maintains public inspection files
• Perform all work as necessary to conform to quality control guidelines (includes compliance with requirements outlined in applicable regulations such as: OSHA, FCC, and NEC, etc and following procedures as outlined in the Installation, Technical, Operations, and Safety Manuals, and Employee Handbook)
• Promote cable, Internet, and other Company services; educate the customer on channel lineups, proper equipment usage, and other services that are available; represent Company as needed to collect payments and secure appropriate customer signatures; relay customer feedback
• Clean, maintain, stock, and secure assigned vehicle and equipment for Service department
• Perform other duties as requested by supervisor
• Perform FCC compliance testing and documentation as required
• Assist in Development and implement Preventative Maintenance program
Company Description
Wave Broadband is part of WaveDivision Holdings, LLC. WaveDivision Holdings' mission is to provide 100% of its cable systems with the latest technologies and upgrades including high speed internet, digital cable, home phone service, international programming, DVR, HDTV, and Free TV On Demand services. Wave values diversity, open and informal communication, teamwork, and empowering employees to do what is necessary to effectively serve customers. Wave provides many opportunities for individual and organizational learning and engages in continuous improvement activities. Wave prides itself on being a preferred workplace for employees in the cable broadband industry. We strive to create and maintain a workplace where employees are committed, confident and competent thus ensuring success for all who choose it.
Competitive Pay and Benefits Package including Medical, Dental, 401k, Service Discounts and more! Apply now for more details!
Diverse Workforce / EEO:
WaveDivision Holdings (WDH) recognizes and strongly supports the benefits of a diverse workforce, and strives to provide a culture that recognizes the unique contributions of each of our employees. WDH requires a drug test, background check, employment, and education verification as conditions of employment. WDH is an equal opportunity employer and will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, veteran status, and the presence of a non-job related handicap or disability, or any other legally protected status.
Responsibilities include:
• Supervise the Service and Maintenance departments
• Route Service technician workloads, provide assistance, support and leadership to employees and contractors engaged in maintenance and service related activities
• Perform diagnostic, quality control, auditing, leakage detection, and record keeping
• Perform repair and maintenance on voice systems, including trouble shooting, uninstalling and removing existing CPE
• Install, uninstall, and reconnect NIU devices and backup powering; initiate DHCP script
• Troubleshoot and repair customer cable and data services from the headend to the connection of the customer’s equipment for single, multi-family, commercial dwellings and/or business products/services, including, as appropriate, all necessary wiring (interior and exterior) and hardware; install, troubleshoot and repair drops from tap to cable modem
• Troubleshoot distribution and return-path problems from CPE to headend (including troubleshooting, repairing or replacing defective or damaged components and/or installing new taps, amps, nodes and lasers); install and configure network interface cards and client software on customer computer equipment; identify and resolve complex problems with customer system configurations and settings that interfere with use of the service
• Ensures peak performance, maintains and monitors service techs and maintenance techs performance, performs evaluations and performance reviews as well as maintains public inspection files
• Perform all work as necessary to conform to quality control guidelines (includes compliance with requirements outlined in applicable regulations such as: OSHA, FCC, and NEC, etc and following procedures as outlined in the Installation, Technical, Operations, and Safety Manuals, and Employee Handbook)
• Promote cable, Internet, and other Company services; educate the customer on channel lineups, proper equipment usage, and other services that are available; represent Company as needed to collect payments and secure appropriate customer signatures; relay customer feedback
• Clean, maintain, stock, and secure assigned vehicle and equipment for Service department
• Perform other duties as requested by supervisor
• Perform FCC compliance testing and documentation as required
• Assist in Development and implement Preventative Maintenance program
Company Description
Wave Broadband is part of WaveDivision Holdings, LLC. WaveDivision Holdings' mission is to provide 100% of its cable systems with the latest technologies and upgrades including high speed internet, digital cable, home phone service, international programming, DVR, HDTV, and Free TV On Demand services. Wave values diversity, open and informal communication, teamwork, and empowering employees to do what is necessary to effectively serve customers. Wave provides many opportunities for individual and organizational learning and engages in continuous improvement activities. Wave prides itself on being a preferred workplace for employees in the cable broadband industry. We strive to create and maintain a workplace where employees are committed, confident and competent thus ensuring success for all who choose it.
Competitive Pay and Benefits Package including Medical, Dental, 401k, Service Discounts and more! Apply now for more details!
Diverse Workforce / EEO:
WaveDivision Holdings (WDH) recognizes and strongly supports the benefits of a diverse workforce, and strives to provide a culture that recognizes the unique contributions of each of our employees. WDH requires a drug test, background check, employment, and education verification as conditions of employment. WDH is an equal opportunity employer and will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, veteran status, and the presence of a non-job related handicap or disability, or any other legally protected status.
Contact
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