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Lead Technician

Overview
This position works under general supervision and direction while performing and/or leading a group of Technicians who may perform a variety of work related to installation, disconnects and service changes (rebuilds, extensions, etc?) or repairs for customers. These responsibilities may also include system or routine maintenance, plant repair, and/or head-end maintenance. This position ensures completion of all technical work within field services operations while working effectively cross-functionally on delivering products and services to our customers through technical support and problem resolution while maintaining field quality control; and motivating, developing and managing team performance. This role contributes to the Company's success in customer service through quality, commitment, courtesy and teamwork.
Responsibilities
Subject Matter Expertise (SME) for team and has the ability to perform the same responsibilities as team when/where applicable and/or necessary. Uses appropriate methods to resolve internal and external customer escalations in a timely manner related to one or more of the following areas of service, outage, planned maintenance, testing requirements, repairs, rebuilds or extensions, upgrades and/or delivery of products and services. Includes involvement in complexly related projects requirement project status updates and/or reported delays or acceleration.
Work may or may not further include the following areas of specific expertise:
Troubleshoot and repair problems associated with the RF, AC, and DC portion of the forward and reverse portion of the plant such as transmission levels, signal losses, off-air interference and troubleshooting of optical power, which also includes all FCC testing requirements.
Plant Maintenance:
Perform routine sweep, balancing, aligning, and adjustment of components and equipment used to amplify and process signals.
Test main trunk lines using signal level meters, volt-OHM meters, spectrum analyzers and other related test equipment on a regular basis, compare findings in the field with documentation. Test power supplies on a regular basis and perform field engineering walkout as required.
Monitor and record system leakage and repair drop leakage; comply with requirements outlined in applicable regulations.
Clean and maintain assigned equipment and stock assigned vehicle.
Assure system security by termination of unused ports, lock and tag peds/ lockboxes.
Warehouse
Work with Procurement on ordering of CPE through trending analysis, churn data and SAP/IUTA inventory true up. Track and report all shipments keeping local FSM informed of inventory status or delays with orders
Lead/Mentor the warehouse team on existing and any new process to track warehouse inventory including owning the Weekly Tech Audit as well as Daily/Yearly CPE cycle count processes ensuring adherence to all procedures as required by FS Compliance requirements
Follow up on all billing with local FSA/FSM ensuring billing is entered in the system for any lost Contractor CPE and status is accurately reflected in IUTA
Help develop new CPE product testing for the warehouse and ensure warehouse staff is trained and following newly established procedures
Accomplishes warehouse human resource objectives by selecting, orienting, training, assigning, scheduling, coaching, counseling, and recommend disciplining employees; communicating job expectations; planning, monitoring, appraising job contributions; recommending compensation
Assign and coordinate technician work fulfillment. Assigns, monitors and manages technical workload, work orders and/or projects to ensure resourcing is adequate and productivity is optimized. May include follow-up with necessary reporting and tracking related to workflow, efficiency, effectiveness, as well as system and customer reliability, inter- and intra-departmental resolution, etc? while ensuring all company property and equipment to complete the associate work is properly utilized, maintained, repaired or replaced when and if needed to perform the job.
Ensures that the work of the department either meets or exceeds the requirements and metrics relative to established policies, best practices and company requirements and that work is performed in compliance with all applicable rules, regulations and requirements. Examples within the scope of some, but not all areas of field services may include, but are not limited to, FCC, CLI emissions, Proof of Performance testing, NESC, NEC and PUC). May assist in both the development, execution and implementation of any new or updated departmental policies or procedures.
Coordinates, and at times provides, technician training with utilization of procedural manual, coaching and mentoring, certification and/or on-the-job training. This may include training specifically related to one or more of the following: OSHA regulations, pole climbing, warehouseing procedures, vehicle and trucking, etc? to ensure a safe work environment. This may also include regular quality control and vehicle inspections.
Complete and maintain accurate records including work orders, daily logs and other necessary paperwork. Collect, analyze and present information on an accurate and timely basis; compile data for inclusion in FCC reports; maintain records, conduct tests, and prepare reports as required in a timely and accurate manner.
Qualifications
5+ years of cable/broadband experience -OR- 5+ years of combination of cable/broadband experience and supervisory experience.
1+ year leadership and/or coaching experience.
Must have and maintain a valid driver's license and able to maintain DOT driving requirements in relation to operate vehicles with a combined GVRW of >10,000 lbs. where/when applicable.

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