Supervisor, Residential Service

ImOn Communications - Cedar Rapids, IA - ImOn Communications is the LOCAL choice for cable TV, high-speed Internet and phone service. We value the relationships we have with colleagues, customers, and members of our community and look forward to serving Eastern Iowa for many years to come. As we expand our service availability we are looking for a Residential Service Supervisor to be a part of the ImOn Difference! Our employees share a passion for “Creating Connections One Person at a Time” and fostering a fun and rewarding work environment. Along with Department Manager, the Residential Service Supervisor will translate the company vision, mission, and strategies into functional activities within the assigned work areas. Ensures the completion of well-defined departmental tasks; provides effective communication and supervision to department employees; works with the team to develop departmental and individual goals consistent with company strategic plans, policies and programs; fosters a spirit of team work, continuous process improvement, wellness, health and safety; monitors productivity, quality standards and cost objectives to ensure performance standards are being met or exceeded. This position will perform business and residential installs as well as service calls and disconnects for ImOn customers when needed. Essential Company Required Job Responsibilities Work Direction: Plans, coordinates, assigns, and oversees work of direct reports. Sets production goals ensuring that best safety practices are followed. Technical: Knowledge and ability to train techs in job required skills, assist techs in the field with analyzing issues to resolve the problem, RF expertise and knowledge of signal levels, return path/levels and light levels. Expertise in ImOn or equivalent plants and the inner workings/flow of signal/services. o Knowledge in the workings of Momentum/BBX, Calix CMS/SMX, light meters and signal meters o WiFi systems and router expertise including standard wifi configuration, whole home wifi, as well as advanced mesh systems, familiarity with smart home systems and connectivity best practices o Ability to determine interdepartmental collaboration to gain resolution o Maintain current industry trends knowledge and skill set o Develop and maintain trusted knowledge sources and relationships outside the company to stay current on best practices/tools/safety etc. o Assist/train technicians to troubleshoot and repair ImOn Communications services including set top box return from the tap to the connection of the customer´s equipment for single and multi-family dwellings including, as appropriate, all necessary wiring (interior and exterior) and hardware; install, troubleshoot and repair drops from tap to modem Accountability of Employees: Performs detailed job checks to assure company standards are met. Manages employee performance and accountability. Employee Feedback: Completes employee performance appraisals, rewards employees, and administers conflict resolution and corrective discipline up to and including termination if needed. Coaches and conducts weekly one on one session with each employee. Recruiting/Retention: Interviews, hires and assists with on boarding process of new hires into functional area. Promotes and manages an efficient, professional atmosphere while maximizing profitability and retention of employees. Training: Trains employees on job functions, task procedures, work standards and proper safety procedures. Employee Development: Motivates staff, promotes continuous improvement, and establishes individual S.M.A.R.T goals in accordance with departmental/ team goals. Financial: Authorizes bi-weekly payroll and time-off requests of staff. Assists in annual budgeting for the department. Customer Care: Shows exemplary service to customers, corporate leadership, peer supervisors and staff. Instills a professional, customer service driven attitude among the team. Addresses complaints and efficiently resolves issues with customers and staff. Communication: Conducts weekly departmental meetings, including preparation of meeting agendas, to discuss operational issues, concerns and company wide information. Company Culture: Instills Company Culture including Mission and Vision within the team. Essential Job Responsibilities for Primary Functional Area of Accountability Comply with all safety policies, practices and procedures. Plan, assign, and direct work; appraising performance; rewarding and disciplining employees. Provide status reports for monthly/annual scorecards, departmental results meetings, and service/training needs. Interview, hire, train, and motivate staff while instilling a professional, customer service driven attitude among the team. Set production and maintenance goals ensuring that best safety practices are followed. Build and maintain service production schedule. Show exemplary service to customers, corporate leadership, peer supervisors and staff. Promote and manage an efficient, professional atmosphere while maximizing profitability and retention. Address complaints and efficiently resolve issues with customers and staff. Ensure rapid response to service issues and installs in order to minimize downtime and get ImOn customers active as quickly as possible. Assist Install Techs in the field as needed to insure schedules and Customer expectations are met. Perform detailed job checks in the field to assure Company standards are met. Take part in a rotation of Supervisor on-call duties. Assist in annual budgeting for the department Participate in proactive team efforts to achieve departmental and company goals. Provide leadership to others through example and sharing of knowledge/skills. Work with Sale and Construction to determine viable business cases. Coordinate parts and equipment ordering for business installs. Work with business owner to install equipment and turn up ImOn services Participate in proactive team efforts to achieve departmental and company goals. Provide leadership to others through example and sharing of knowledge/skills. Perform other duties as assigned. Responsible for assisting manager in creating and maintaining an A+ team. Insure all work is completed by all techs at the end of scheduled day. Complete 1 install each month with each team member to inspect expectations. Requirements Required Knowledge and Abilities Must possess strong leadership, problem solving, decision-making, analytical skills and organizational skills. Must have exceptional customer service skills with the ability to demonstrate courtesy, patience and a sense of urgency in customer relations. Ability to operate appropriate computer or test equipment associated with position. Must have strong verbal and written communication skills. Must be employee focused with a strong sense of urgency. Must be a reliable, conscientious team player. Must have employee management experience with knowledge of applicable state and federal employee laws. Must have working knowledge of PC based software such as MS Office and familiarity with e-mail and Internet. Must have exceptional customer service skills with the ability to demonstrate courtesy and patience in customer relations. Must have knowledge in the workings of Momentum/BBX, Calix CMS/SMX, light meters, RF meters, home heat map apps, visual light fault locator, and signal meters and leverage these tools to trouble shoot, report and spot problem or solutions without rolling a truck Must have WiFi systems and router expertise including standard wifi configuration, SSID, routers, switches, range extenders, whole home wifi, as well as advanced mesh systems, familiarity with smart home systems and connectivity best practices Must have understand of RF, including the forward and reverse signal flow Must have understanding of signal to noise ratios, ability to troubleshoot back feed, expertise in short wave and impacts of building configuration and materials impact on signal. Must have expertise in all ImOn provided equipment (Set top boxes, modems, routers, ONTs, etc.) Must have demonstrated ability to train technicians to troubleshoot and repair ImOn Communications services including set top box return from the tap to the connection of the customer´s equipment for single and multi-family dwellings including, as appropriate, all necessary wiring (interior and exterior) and hardware; install, troubleshoot and repair drops from tap to modem Required Experience, Training, and Special Qualifications Bachelor’s Degree or equivalent work experience in relevant field preferred. One-year certificate from college or technical school or 2+ years related CATV network operations experience a plus. Three or more years of related supervisory, management experience. Must have a valid driver’s license and satisfactory driving record as verified by the Iowa Department of Transportation. (I.D.O.T) Forklift and Jones NCTI Certifications preferred. ImOn also offers competitive pay, health and dental insurance, 401(k), discounted Cable, Internet & Phone services, and additional perks such as FREE vision insurance, FREE life insurance and FREE short term/long term disability, as well as vacation & holiday pay, and community volunteer opportunities. If you are interested in being a part of the ImOn Difference click apply now! recblid 50869ycs6bnkftqxl88s1y8hohl5ee... - Permanent - Full-time

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