Supervisor, Broadband Technician
Location: Austin, Texas to San Marcos, Texas
Astound Broadband Powered by Grande is currently searching for a Supervisor, Technical Operations in our Austin, TX office. This position is responsible for the first line of support for the Service and Maintenance department. This position oversees and may assist in all of the activities of the technical department including meeting customer satisfaction goals, reducing service calls, service quality and reliability measures, complex service and repair calls, installations, disconnects, and service changes for residential and business customers including video, high-speed data services and voice services.
The Broadband Technician Supervisor coordinates each day’s workload and serves as the first line of support for BBT’s at the local level. The Supervisor provides advice, direction and training as well as direct assistance as needed to all BBT’s. The Supervisor may assist in all of the activities of a BBT1 through BBT4 including complex installations, disconnects and service changes for residential and commercial customers including multiple broadband services and high-speed data services; including voice services. Perform troubleshooting and repairs from customer's electronic devices (TV, Modem, Cable Box etc.) to the amplifier. Monitor BBT performance, Conduct evaluations and performance reviews of technical staff.
Where you will work:
- This position will be based out of Astound’s Austin, Texas to San Marcos, Texas locations
The primary position responsibilities will include:
- Field Ops Supervisor to oversee day-to-day activities for the Austin and San Marcos plant maintenance teams
- Supervisors and Supports the installation technicians, service and enterprise teams on a 3-week rotational basis
- Oversee service and installation technician workloads, provide assistance, support and leadership to employees and contractors engaged in maintenance and service related activities
- Perform diagnostic, quality control, auditing, leakage detection, and record keeping
- Perform repair and maintenance on voice systems, including trouble shooting, uninstalling and removing existing CPE
- Install, uninstall, and reconnect NIU devices and backup powering; initiate DHCP script
- Troubleshoot and repair customer cable and data services from the headend to the connection of the customer’s equipment for single, multi-family, commercial dwellings and/or business products/services, including, as appropriate, all necessary wiring (interior and exterior) and hardware; install, troubleshoot and repair drops from tap to cable modem
- Troubleshoot distribution and return-path problems from CPE to headend (including troubleshooting, repairing or replacing defective or damaged components and/or installing new taps, amps, nodes and lasers); install and configure network interface cards and client software on customer computer equipment; identify and resolve complex problems with customer system configurations and settings that interfere with use of the service
- Ensures peak performance by measuring quality of workmanship, achieves net promoter goals. maintains and monitors service techs and maintenance techs performance, performs evaluations and performance reviews
- Perform all work as necessary to conform to quality control guidelines (includes compliance with requirements outlined in applicable regulations such as: OSHA, FCC, and NEC, etc and following procedures as outlined in the Installation, Technical, Operations, and Safety Manuals, and Employee Handbook)
- Promote safety inspections, run safety meetings and trainings with staff
- Promote cable, Internet, and other Company services; educate the customer on channel lineups, proper equipment usage, and other services that are available; represent Company as needed to collect payments and secure appropriate customer signatures; relay customer feedback
- Clean, maintain, stock, and secure assigned vehicle and equipment for Service department
- Perform FCC compliance testing and documentation as required
- Assist in Development and implement Preventative Maintenance program
Our ideal candidate will possess:
- Minimum of 5 years of technical experience in the cable TV, high-speed internet, and /or voice industry required.
- Minimum of 2-3 years Supervisor experience in related fields required.
- Strong customer service and people skills.
- Strong leadership and motivational skills and able to develop and train staff
- Ability to work in a team atmosphere and to be a team leader
- Ability to Repair complex System to address chronic issues
- Ability to accurately measure distances, using tapes or other measuring devices
- Ability to carry, climb and operate extension ladder (approx. 28 ft high and 75 pounds)
- Ability to climb poles using gaffs and climbing belt as needed
- Ability to drive Company vehicle in a safe and responsible manner
- Ability to make cable connections in tight spaces by bending, reaching, twisting
- Ability to operate appropriate computer or test equipment associated with position
- Ability to use the following hand tools: electric drills, hammers, wrenches, and screwdrivers in the installation of cable to the residence and TV set converters
- Ability to walk over all types of terrain in all kinds of weather while carrying tools and equipment, including gaffs, ladders, and fully loaded tool belts
- Knowledge of and ability to operate appropriate testing equipment (e.g. signal level meters, ohm meters, etc.)
- Knowledge of Return Path portion of cable plant operations
- Knowledge of National Electric Code and National Electrical Safety Code
- Knowledge of EAS and FCC regulations
Qualifications
Required:
- High school diploma or equivalent
Preferred:
- NCTI or SCTE certification
We are proud to offer comprehensive benefits package including:
- 401k retirement plan, with employer match
- Insurance options including: medical, dental, vision, life and STD insurance
- Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
- Floating Holiday: 40 hours per year
- Paid Holidays: 7 days per year
- Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
- Tuition reimbursement program
- Employee discount program
*Benefits listed above are for regular full-time positions
Our Mission Statement:
* Take care of our customers
* Take care of each other
* Do what we say we are going to do
* Have fun
Diverse Workforce / EEO:
Astound Broadband is proud to be an Equal Opportunity Employer and we are dedicated to cultivating a diverse, equitable and inclusive workplace where employees feel valued, respected and empowered. Discrimination of any kind has no place here. We are dedicated to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military, veteran status, and any other characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.
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