Field Operations Supervisor

Job Description:

Field Operations Supervisor

Description

Job Summary:

The Field Operations Supervisor is responsible for ensuring that field service technicians are providing residential and commercial customers a quality installation and service experience, and ensuring routine maintenance of the communications plant.

The salary range for this position is $41.33- $59.93 per hour with a hiring range of $41.33 - $50.63, depending on qualifications and experience.

First reading of applicants to take on Friday 1.31.25

A current resume is required, and a cover letter is preferred.

At Pulse, we’re on a mission to provide our community with reliable, high-speed internet, and we’re looking for an experienced Field Operations Supervisor to lead our field team. Are you a natural leader who stays cool under pressure, takes initiative, and collaborates to overcome challenges? We need an empathetic problem-solver to ensure smooth operations and deliver outstanding results. If you’re ready to inspire a dynamic team with a calm, solution-driven mindset and make a meaningful impact in the broadband industry, we want to hear from you!

Essential Functions:

• Daily supervision of field service technicians to ensure prompt, high quality system installations and service.
• Manage scheduling, workforce planning, and customer service operations to ensure efficient and effective workflows including on-call schedules.
• Weekly reports of service and installation stats to help pinpoint areas for training, improvement etc.
• Serve as the escalation point for complex customer issues or operational challenges.
• Support team in resolving customer issues promptly and effectively.
• Ensures the team consistently meets or exceeds customer service standards.
• Ensure that all technicians exhibit a customer friendly attitude promoting Pulse’s commitment to serve the community and deliver an excellent customer experience.
• Investigate service and damage complaints and take appropriate action to resolve the complaint
• Communicate with internal and external stakeholders
• Set and manage priorities for contractors and teammates
• Manage multiple projects concurrently
• Report status on all phases of assigned projects to stakeholders
• Efficient and effective use of resources through staff development, planning, scheduling and directing work units, purchasing and allocating equipment, materials and resources, and developing loss control strategies.
• Train employees in proper safety procedures and policies.
• Accurately record project labor, equipment and materials via the use of a computerized work management program.
• Provide coaching, guidance, and support to team members to enhance performance and professional growth, ensuring teams have the necessary tools, materials, equipment and training to perform their tasks.

Other Job Functions:

• Coordinates activities with contractors, the general public, other utilities, and other departments.
• Provide information and make recommendations to the management regarding equipment, staff, and material needs.
• Respond to emergency situations.
• Foster a culture of continuous improvement by encouraging feedback from technicians and implementing necessary changes in training programs.
• Performs other duties as assigned.

Job Level and Management Expectations:

Supervisor for Benefitted Employees:

• Provides direct supervision to professional, technical, and skilled employees to assure accountability to department and organizational goals and objectives.
• Focus on day-to-day operations and ensuring tasks are completed efficiently.
• Interprets policies and exercises independent judgment and decision making within department.
• Makes personnel decisions related to hiring, performance, or disciplinary actions.
• Champions and embodies the company's mission, vision, values, and culture.

Qualifications:

Education:

• High School graduate or GED required.

Experience:

• 5 years p rogressively responsible, professional experience in a Field Services or Fiber Optic role, quality control experience preferred; OR equivalent combination of education and experience.
• 3 years experience in a management or leadership position within an established organization.

Certifications:

• Must possess a valid driver's license.

Knowledge, Skills, and Abilities:

• Supervise employees and to plan, schedule and coordinate projects and activities.
• Ability to use an OTDR, and other fault diagnosis tools
• Outside plant construction knowledge
• Knowledge of fiber optic design and construction
• Prepare employee performance evaluations, project cost estimates, schedules and special reports, reconcile expenditures and track budgets using math principles.
• Thorough knowledge of the practices, methods, equipment and tools used in the construction, maintenance and repair of overhead and underground communications infrastructure.
• Working knowledge of the equipment used in completing work projects.
• Must be able to develop and maintain effective, cooperative, friendly, and professional working relationships, with multiple and diverse internal stakeholders, vendors, businesses, and the general public even in conflict situations.
• Self-starter that is detail oriented and has strong problem-solving, relationship and project management skills.
• Troubleshoot and problem solve customer inquiries and concerns to ensure products and services are working correctly.
• Display active listening skills and empathy when communicating with customers.
• Communicate, engage, and provide customers with education on products and services.
• Manage multiple priorities and work under stress from demanding deadlines, public contact, and complete projects within time constraints; perform multiple, concurrent tasks and make quick decisions.
• Ability to manage ambiguity and effectively cope with change in work plans and priorities.

Physical Demands and Working Conditions:

• Frequent m inimal physical effort typically found in clerical work. Primarily sedentary, may occasionally lift and carry light objects. Walking and/or standing as needed and minimal.
• Frequent l ight to moderate physical effort that includes frequent standing or walking or maintaining arms and hands in the same position for repetitive tasks. Frequently works with light objects and light hand tools.
• Frequent exposure to routine office noise and equipment.
• Frequent e xposure to heat and noise along with working outside in the elements.
• Occasional m oderate to considerable physical effort that includes working from ladders in awkward positions. Frequent use of light or medium weight objects (e.g., 25-50 lbs) and use of medium weight tools.
• Occasional e xposure to hazards typically found in general office environments where there is rarely to no exposure to injury or accident.
• Occasional exposure to hazards that are predictable or well protected against.

This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

With over 300 days of sunshine, and just 30 miles from Rocky Mountain National Park in the heart of northern Colorado, Loveland is an ideal community for anyone to call home. Known as the Sweetheart City, this vibrant cultural hub is home to nearly 500 sculptures and public art installations, the world-famous Valentine Remail Program, and picturesque views of the Rocky Mountains. The community is bustling with a thriving arts, brewery, foodie, and shopping scene. Enjoy headliner concert and theatre productions, professional hockey events, endless community recreation and open space opportunities, art and sculpture shows, and several local festivals. Loveland also boasts an award-winning golf course and an inclusive library and community center. Loveland, Colorado has EVERYTHING YOU LOVE!

In 2020, Loveland was the only Colorado City to win the Governor’s Award for Downtown Excellence, is the top residential recycling City in the state for 4 consecutive years and has been ranked as one of the top places to live, work and raise a family in the U.S. and as one of the Most Idyllic Picturesque towns in America.

Apply today to join more than 800 employees who work to meet the core values of: Accountability & Integrity, Transparency & Honoring the Public Trust, Collaboration, Innovation, Safety, Excellent Service with Courtesy and Kindness. The City of Loveland is a diverse and welcoming community organization, and our employees enjoy a competitive benefits program, various opportunities for growth and development, and an exceptional work-life balance.

A vibrant community, surrounded by natural beauty, where you belong!

Benefits Information:

Benefit Eligible Benefits Package Includes:

• Two (2) Medical plans, Dental, Vision (for self/ spouse/ children)
• A Dedicated, exclusive Employee Health and Wellness Center
• Discounted Chilson Center passes
• Paid vacation, holidays, floating holidays, and medical leave
• Flexible spending including Dependent Care
• Life Insurance, AD&D, Short-term and Long-term disability, and voluntary Critical Illness Coverage
• Retirement 401a, 457, Roth (pre-& post tax) and company match
• A Comprehensive Employee Assistance Program
• Voluntary 529 College Invest program
• Tuition Reimbursement
• Employee Referral Program
• Personal and Professional Development opportunities
• Employee Recognition Program
• Exceptional work-life balance
• Market based pay & regular performance reviews
• Local Government employment is eligible for Public Loan Forgiveness Program
  
  

Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions.

City of Loveland job descriptions are designed to describe the general nature and level of work necessary to perform well in the job; they are not intended to provide an exhaustive list of responsibilities, skills, and qualifications. City of Loveland job descriptions may be updated periodically, and additional activities, duties or responsibilities may be assigned by management as deemed appropriate.

The City of Loveland provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

The City of Loveland participates in E-Verify. In accordance with E-Verify requirements, upon your date of hire the City of Loveland will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. E-Verify Notice of Participation. Learn more about your right to work. Visit E-Verify.gov for more information.

Employment offers will be conditional on the successful completion of a driving record and background check.