Field Technician- Hotwire Communications
Full-time Employee
Georgia
Alpharetta, GA
Starts
asap
Pay
Open
Qualifications
Degree: Technical; College degree preferred
5 years prior technician/installation work experience essential.
5 years prior management experience in an operational role
Job Description
GENERAL SUMMARY:
HBS Field Technician is responsible for overall operational support within the commercial / business division. The Field Service Technician would deliver the desired customer service experience with goals to drive service success and improves customer satisfaction, maximizes customer retention and increases profitability. Technician must be proficient in VOIP/ Data and commercial applications particularly with hosted solutions.
ESSENTIAL RESPONSIBILITIES
• Provide service and customer support during field visits or dispatches.
• Review workflow to assigned schedule.
• Manage all onsite installation, repair, maintenance and test tasks.
• Diagnose errors or technical problems and determine proper solutions.
• Follow all company’s filed procedures and protocols.
• Cooperate with technical team and share information across organizational lines.
• Comprehend customer requirements and make appropriate recommendations/briefings.
• Build positive relationships with customers.
• Identify key barriers/core problems and apply problem solving skills in order to deal creatively with complex situations.
• Responsible for all Safety related duties pertaining to services, activations and maintenance. Must lead by example.
• Responsible for meeting commitments to customers and following up to guarantee customer satisfaction.
• Responsible for applying adopted company policies, operational practices and coordinating training that allow our daily operations to succeed.
• Responsible for preparation of customer sites for move in by completing a pre-inspection/site survey, and making necessary arrangements with builders, technicians and or customers.
• Responsible for installation of all company offered products thru accurate and timely installation utilizing the MAPCOM software system.
• Perform other related duties as assigned by the Director of Field Operations, Field Operations Supervisor or Vice President and General Manager.
• Responsible for hitting company set metrics on Troubles and Service ticket resolution times i.e. SLA’s.
• Review weekly tech performance by using available reporting / tech score card
• Conducts New Business client visits in order to provide face to face communication and also His/her contact information for proper escalation of trouble issues. .
• Review with supervisor regional trouble report daily in order to understand the issues in the region.
• Works closely with the NOC on escalation of trouble issues.
Knowledge, Skills & Abilities
• Problem Solving – Identifies and resolves problems in a timely manner.
• Technical Skills – Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service – Responds promptly to customer needs; Meets commitments.
• Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations.
• Teamwork – Able to build morale and group commitments to goals and objectives; Support everyone’s efforts to succeed.
• Change Management – Communicates change effectively.
• Delegation – Sets expectations and monitors delegated activities; Provides recognition for results.
• Leadership – Inspires and motivates others to perform well.
• Managing People – Fosters quality focus in others; Improves processes, products and services.
• Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Cost Consciousness – Works within approved budget; Develops and implements cost saving measures.
• Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically upholds the organizations values.
• Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organizational goals and values; Supports affirmative action and respects diversity
• Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation – Sets and achieves challenging goals.
• Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes and schedules other people and their tasks; Develops realistic action plans.
• Professionalism – Approaches other in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
• Adaptability – Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality – Ensures work responsibilities are covered when absent.
• Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative – Takes independent actions and calculated risks. Looks for and takes advantage of opportunities.
Education & Experience
Degree: Technical; College degree preferred
5 years prior technician/installation work experience essential.
5 years prior management experience in an operational role
HBS Field Technician is responsible for overall operational support within the commercial / business division. The Field Service Technician would deliver the desired customer service experience with goals to drive service success and improves customer satisfaction, maximizes customer retention and increases profitability. Technician must be proficient in VOIP/ Data and commercial applications particularly with hosted solutions.
ESSENTIAL RESPONSIBILITIES
• Provide service and customer support during field visits or dispatches.
• Review workflow to assigned schedule.
• Manage all onsite installation, repair, maintenance and test tasks.
• Diagnose errors or technical problems and determine proper solutions.
• Follow all company’s filed procedures and protocols.
• Cooperate with technical team and share information across organizational lines.
• Comprehend customer requirements and make appropriate recommendations/briefings.
• Build positive relationships with customers.
• Identify key barriers/core problems and apply problem solving skills in order to deal creatively with complex situations.
• Responsible for all Safety related duties pertaining to services, activations and maintenance. Must lead by example.
• Responsible for meeting commitments to customers and following up to guarantee customer satisfaction.
• Responsible for applying adopted company policies, operational practices and coordinating training that allow our daily operations to succeed.
• Responsible for preparation of customer sites for move in by completing a pre-inspection/site survey, and making necessary arrangements with builders, technicians and or customers.
• Responsible for installation of all company offered products thru accurate and timely installation utilizing the MAPCOM software system.
• Perform other related duties as assigned by the Director of Field Operations, Field Operations Supervisor or Vice President and General Manager.
• Responsible for hitting company set metrics on Troubles and Service ticket resolution times i.e. SLA’s.
• Review weekly tech performance by using available reporting / tech score card
• Conducts New Business client visits in order to provide face to face communication and also His/her contact information for proper escalation of trouble issues. .
• Review with supervisor regional trouble report daily in order to understand the issues in the region.
• Works closely with the NOC on escalation of trouble issues.
Knowledge, Skills & Abilities
• Problem Solving – Identifies and resolves problems in a timely manner.
• Technical Skills – Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service – Responds promptly to customer needs; Meets commitments.
• Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations.
• Teamwork – Able to build morale and group commitments to goals and objectives; Support everyone’s efforts to succeed.
• Change Management – Communicates change effectively.
• Delegation – Sets expectations and monitors delegated activities; Provides recognition for results.
• Leadership – Inspires and motivates others to perform well.
• Managing People – Fosters quality focus in others; Improves processes, products and services.
• Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Cost Consciousness – Works within approved budget; Develops and implements cost saving measures.
• Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically upholds the organizations values.
• Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organizational goals and values; Supports affirmative action and respects diversity
• Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation – Sets and achieves challenging goals.
• Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes and schedules other people and their tasks; Develops realistic action plans.
• Professionalism – Approaches other in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
• Adaptability – Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality – Ensures work responsibilities are covered when absent.
• Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative – Takes independent actions and calculated risks. Looks for and takes advantage of opportunities.
Education & Experience
Degree: Technical; College degree preferred
5 years prior technician/installation work experience essential.
5 years prior management experience in an operational role
Contact
x x x x Canceled/Expired Listing x x x x
listed •
expires
job listing #45010 •
tiny link cabl.co/elR8
