Description Job Summary:
This salaried supervisory position reports directly to the Site Manager and is responsible for managing the daily activities and performance of assigned Field Services technicians, ensuring Goodman Network's performance goals and metrics are met, and maintaining quality assurance standards. The Field Services Technician Supervisor will supervise and manage all aspects of FS operations in the field, with particular focus on quality, metric improvement, hiring, training, discipline, investigations, and separations.
Essential and Primary Functions: Direct and daily management of at least two full time field services technicians and other field services workers. Recruit, interview, and hire field services technicians.Ensure operational efficiency in the field.Conduct quality assurance audits, including random or targeted audits of field services technicians.Develop and implement training modules.Manage performance, counsel, discipline, and terminate field service technicians in accordance with company policies and procedures.Handle, investigate, and resolve employee grievances and complaints in cooperation with Human Resources and Legal.Evaluate technician performance and productivity, and complete and administer employee reviews.Plan and allocate resources to effectively staff and meet productivity and quality goals.Communicate regularly with the Site Manager, other managers, and executives concerning FS standards and goals; develop and implement strategy for meeting same.Actively assist in the development of field service technicians for promotion to field services supervisor roles.Make recommendations to the Site Manager as to the advancement, promotion or other status of field services technician.Provide input and adjust hours of work, approve employee timecards, and expense reports.Schedule and assign employees to daily tasks. Maintain safe and healthy work environment by ensuring adherence to Goodman Networks' standards and procedures.Maintain productivity and quality assurance records to supervise workers.Develop new techniques for field services based on technical developments.Ensure compliance with legal requirements, including licensing, "Call Before You Dig," and other applicable laws.Assist in investigating and making settlement recommendations for alleged technician-caused damage claims.Report and investigate in cooperation with Human Resources and Legal all technician-related incidents, and partner and coordinate with the Safety Team on safety-related investigations, when applicable.Participate in the administration of the site's budget and monitor site expenditures.Conduct equipment inspections, including vehicle inspections.Recommend compensation actions.Act as liaison between customer and end customer to ensure customer satisfaction and other metrics are met. Other Functions: Audit and inspection duties may include performing corrective customer services when necessary.Ensure the most economical and best practices are utilized.Must communicate well with other Goodman departments.Natural ability to immediately respond to urgent questions, establish priorities, and delegate tasks as necessary.Must have a VERY STRONG work ethic, and the desire to deliver excellent customer service. Recommended Minimum Job Requirements: HS diploma or GED, college degree or military equivalent preferred.At least 12 months experience in field services. Recommended Knowledge, Skills and Abilities: Current and continued high performance of field work.Must have strong organizational, written and oral communication skills.Team-oriented and inclusive.Ability to manage priorities and multiple tasks simultaneously.Must have computer skills, including experience with Windows based PCs and a solid working knowledge of Microsoft Excel, and other cloud-based Power BI software. Knowledge of industry safety practices and OSHA compliance techniques are required. Physical Demands: Must be willing to travel locally and work from the field in order to properly supervise field personnel.Comfortable working outdoors in all types of weather throughout the year.Must be able to lift a 50 lb. ladder and climb heights to inspect technician workmanship and quality.
Goodman Solutions considers applicants for all positions without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.