What are the responsibilities and job description for the Field Service Technician Lead IV position at Altice USA?
Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
Job Summary
The Field Service Lead is a blended role that serves as administrative escalation point, team lead, and technician. Under minimal supervision, the Team Captain will provide effective guidance and support for all team members and will be the contact point for the supervisor to ensure smooth team operations and effective collaboration. The team Captain will monitor quality control and will work on non-routine and complex assignments that are varied in nature.
Responsibilities
- This position will also perform advanced troubleshooting at time of installation and on scheduled service calls.
- Coaches and mentors other technical operations team members.
- Demonstrated evidence of completing all responsibilities outlined in BBT I through BBT III and will perform duties as necessary.
- Ability to perform complex residential and commercial installation and service.
- Installs, tests, and services complex services that could include home security, fire alarms, commercial data, GEPON, commercial phone, static IP and PRI
- Collaborate with colleagues from other departments to improve efficiency, overall service delivery, and other key performance indicators.
- Supports Supervisor with route assignments, research performance metrics identifying unfavorable trending suggesting action plans
- Motivate team members
- Identify training needs and provide coaching
- Provides training updates and reports to the supervisor, identifying possible knowledge gaps
- Recognize high performance, record accomplishments, and communicate to leadership ideas to reward employees
- Must be able to demonstrate positive leadership skills
- Must be flexible in taking on multiple and varied assignments
- Handling complaints
Qualifications
- Internal Field Service Technician applicants must fully complete their field service career progression program to be deemed eligible
- High School Diploma or equivalent
- Appropriate valid driver’s license and driving record within Company standards
- In-depth knowledge of performance metrics
- Proficient with computer software specifically the Microsoft office software (Word, Excel, Powerpoint, Outlook)
- Excellent communication and leadership skills with the ability to speak in front of a group
- Demonstrated organizational and time-management skills
- Proven track record of effective decision-making skills
- Preferred Experience
- SCTE BPI certification preferred
- Home security installation experience preferred
- Proven work experience as a team leader preferred
- One year of BBT III level experience preferred
- Working Conditions
- Work indoors in poorly ventilated areas such as attics during extreme heat
- Work performed near power lines and electricity
- Work, including travel, outdoors in adverse weather conditions day or night
- Exposure to dust, dirt, noise, insects, cleaning solutions
Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
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Salary : $47,700 - $60,400
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