Careers
Reach Your Potential At The Summit
Be a part of an innovative, diverse and creative team inspiring to change the landscape of the telecommunications industry. Everyone here is determined, compassionate and committed to achieving unified success. We want you to be a part of our team and encourage you to learn more about us.
Diversity
Our team represents the diversity of our consumers and the communities we serve. We value every individual’s unique ideas, perceptions and cultural influences creating a broader understanding of our customer’s needs.
Life at Summit Broadband
Driven to succeed. Encouraging diversity. Family first. At Summit Broadband we care about you as a person, as a parent, as a loved one and as an employee. Though we expect you to give 110% and finish work in a timely fashion, we understand matters at home may arise that require your attention. We realize the better our employees are treated, the better they will portray the company to our customers. Summit Broadband strives to be the recognized service leader in the Florida telecommunications industry. Therefore, there is a service oriented culture where associates strive to build relationships with customers by treating them with respect and integrity.
Potential Growth
Summit Broadband offers an environment for growth and development. We are enablers of successful business people aiming to ensure you have the opportunity to reach the summit in your career. We not only provide tools for advancement within the company, but qualities you can take with you outside the company.
Choosing Summit Broadband
Be a part of an innovative, diverse and creative team inspiring to change the landscape of the telecommunications industry.
Benefits
Summit Broadband offers exceptional benefits to full-time employees, including:
• Health Insurance • Dental • Vision
• Life Insurance • Disability • 401(K) with employer matching
• A wellness program • Paid time off • Paid holidays • Employee Referral Program
Supervisor, Field Support Center
- Job Title
- Supervisor, Field Support Center
- Job ID
- 27684615
- Location
- Orlando, FL 32811
- Other Location
- Description
-
Summit Broadband Inc. is a cutting edge, fiber-based broadband provider delivering best in class residential, commercial, and hospitality technology solutions. This growing, dynamic high-tech company headquartered in sunny Central Florida, is seeking a Field Support Center Supervisor to join our Technical Operations and grow with us. The new Summit Broadband is poised for an incredible future fueled by team members dedicated to being the best.
Job Title: Field Support Center Supervisor
Status: Exempt
Location: Central Florida
Reports to: Director of Operations Support
Position Summary:
Responsible for managing overall delivery of outstanding customer service to Field Operations. Manages multiple product lines; provides support and leadership, strategic direction, and effective coordination to ensure Customer satisfaction. Position will FSC and Dispatch teams.
Essential Duties and Responsibilities:
- Works closely with Customer Service and Technical Operations leaders to increase efficiencies that improve the customer experience and increase technician productivity.
- Work cross functionally with leaders across the organization to establish common practices.
- Provide critical reporting on a daily, weekly, monthly basis and continually drive process improvements.
- Responsible for managing and coordinating job scheduling and efficient routing that maintains a forty eight hour average ATTR/ATTI.
- Lead a diverse workforce focused on providing daily support to all in-house technicians and contract partners.
- Ensuring that FSC personnel provide high-quality, consistent day-of-job support to in-house field technicians and contract partners.
- Ensure all work orders are properly assigned, routed, tracked and closed out within 24hrs of complete date.
- Develops and executes performance metrics that drive FSC efficiencies and tech productivity to ensure a high level of customer service and satisfaction.
- Identifies expedient and comprehensive solutions to customer-impacting issues.
- Oversees the hiring of all personnel.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
- Supervise, train, and develop personnel, as appropriate to achieve duties and responsibilities.
- Serve as second point of contact for customer service escalations. Follow contact through resolution.
- Provides support to internal and external customers.
- Responsible for written review of staff performance, identifying training needs and individual goals.
- Maintain staff schedules and approve staff timesheets for payroll.
- Hold personnel accountable to established metrics and drives continuous improvement.
- Monitoring of HEAT tickets, Tech ETA, email communication, and trouble call patterns.
Job Qualifications:- Previous Dispatch/TOC/TAC/TSC experience in telecommunications or related field.
- Three years supervisory experience in a Dispatch/TOC/TAC/TSC environment.
- Technical knowledge of the telephone, internet and cable industry and how it operates.
- Working knowledge of Windows operating system and proficiency in Word and Excel applications.
- Excellent interpersonal skills to effectively deal with all levels of the organization
- Excellent analytical, research and evaluation techniques.
- Detail orientated with strong organizational and time management skills to effectively accomplish position requirements in an orderly, expedient and efficient manner.
- Demonstrate ability to follow-up on projects and tasks.
- Ability to work within a team situation and in a high demand environment.
- Must have a valid driver’s license and clean driving record.
- Must be able to pass criminal background and drug testing.
- Bachelor’s degree or equivalent experience
Summit Broadband, Inc. is an Equal Opportunity Employer. Summit Broadband participates in the E-Verify program.
Summit Broadband is a drug and tobacco free workplace.