GCI's Field Service Supervisor will provide leadership, expertise, problem solving, and direction for day-to-day activities of the Field Service technician team located throughout Alaska. Ensure quality customer service, provide support to the company’s internal groups, and respond to customer affecting problems quickly and efficiently. ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

This leadership position requires the following non-delegable responsibilities:

Fully own the mission, goals, operations, and results of the team and areas of responsibility.  Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide.    This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching, growing, and empowering; owning outcomes; and leading by example. Specific leadership duties include: Establishing the vision and tone for the department, consistent with company culture and mission. Establishing clear, measurable, and achievable goals and performance expectations and following up appropriately.  Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential. Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI’s interests and demoralize other employees. Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner. Oversee and direct the work of technicians performing pre-installation for post-wire, pre-wire, custom, commercial, and hotel/motel installations.  Oversee and direct the work of technicians performing special system installation activity to include design of mini head-ends, evaluation of integrity of existing facilities, providing manpower and cost estimates, design of system to be installed, and regular maintenance of said facilities.  Provide field assistance and technical guidance to Field Service technicians. Provide guidance and training to installation and service personnel on all FCC, OSHA, NEC, NESC regulations, and company specifications.  Perform quality control field inspections of installation and service activities. Survey and analyze technical data to provide timely and accurate resolution of technical issues in the field beyond capability of lower-level staff.  Coordinate and address escalated customer complaints, service and troubleshooting work.  Follow up on customer contacts through customer service program and report results to upper management as needed. Provide direction and hands-on support in resolving customer technical concerns. Coordinate efforts with upper management providing documentation and status reports on progress and resolutions. Manage inventory control, including tools, materials, and vehicle inspections.  Assist upper management in development and reconciliation of annual budget regarding workforce and inventory projections and costs. Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences. Ability to accurately read, write, and respond to routine business correspondence such as emails, chat messages, policies, procedures, reports. Ability to verbally communicate technical information in a clear and concise manner to a range of technical and non-technical audiences. Ability to accurately convey technical information clearly and concisely in work orders and follow-up reports. Demonstrated ability to maintain confidentiality, adhere to safety protocols, accurately document work orders, and safeguard company assets, including but not limited to vehicles, inventory, and tools. Demonstrated knowledge in residential construction/wiring practices and programming/hook-up of consumer electronics equipment. Thorough understanding of telecommunications terminology, company and industry standards, and safety codes, as they relate to consumer installations and service calls. Comprehensive understanding of GCI Consumer Product Lines, to include GCI TV, High-Speed Internet, and Telephony services. Demonstrated understanding of Coax and Twisted Pair installation, troubleshooting, and repair.  Complete understanding of the use of standard test devices such as Digital Signal Analysis Meter, Volt-Ohm Meter, and 136B Test Set. Demonstrated knowledge to evaluate and calculate drop system, multi-unit, and commercial design criteria. Ability to organize assignments, equipment, and routing to maximize productivity. Ability to accurately analyze service problems and develop timely solutions. Ability to differentiate line problems and outages from drop related problems through accurate analysis of troubleshooting. Ability to accurately interpret and apply applicable NEC, NESC, OSHA, and FCC regulations, and company policies and procedures. Ability to read and navigate using maps, to include internal plant maps, borough utility maps, and street maps. CHANGE MANAGEMENT: champions and supports department and company change. DECISION MAKING: uses sound, logical judgment based on data, research, and experience to choose an appropriate course of action. PLANNING & IMPLEMENTATION: analyzes workload and establishes appropriate priorities; sets measurable and achievable goals and objectives for the team. MENTORING & DEVELOPMENT:  utilizes interpersonal skills to guide, direct, and influence others to achieve results. Demonstrated ability to lead, motivate, and calm others in a physically demanding work environment, which often times includes emotionally stressful exchanges involving customers and their property and/or pets. Demonstrated ability to apply company principles to properly direct the workforce, monitor and evaluate performance, recommend improvements within defined timelines, provide input to reporting Supervisor. Ability to build and promote teamwork, pride in performance, and encourage professional, courteous work behavior. PERFORMANCE MANAGEMENT: sets clear performance expectations for team. Proficient computer and “smart phone” skills to access internal E-mail and Service Order Systems (TOA) for information related to service orders.

 

COMPETENCIES: ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles. COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances. COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics. CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction. RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations. RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving. SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures. TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent.

 

Minimum Qualifications: 

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

High School diploma or equivalent. Bachelor’s degree in telecommunications, electronics, or related field. * Minimum of five (5) years of experience in a residential or construction wiring telecommunication technology industry or related background. * Including a minimum of one (1) year in a supervisory or management position; may be substituted with equivalent demonstrated functional leadership experience.  SCTE Broadband Premises Expert, SCTE Broadband Distribution Specialist, and Pole Climbing certifications.

Preferred: 

SCTE Broadband Transport, Specialist Confined Space Entrant and Attendant, and AK DOT approved Flagger certifications for interior and outlying regions in Alaska.  Telecommunications experience. Other relevant telecom industry or job specific certifications.

 

DRIVING REQUIREMENTS:  

This position requires driving a company-owned vehicle, company provided vehicle, or a personal vehicle on behalf of the company. Must possess and maintain a valid driver’s license, proof of insurance, a satisfactory driving record, and successfully complete Defensive Driving course. This position requires driving company fleet vehicles. Must possess and maintain a valid driver’s license, a satisfactory driving record, proof of insurance, and a current DOT health card. Must satisfactorily complete all elements and requirements of the company’s fleet risk management processes.

 

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:   Work requires daily routine computer usage. Work includes working inside and outside in typical cold weather conditions. Subject to adverse weather and driving conditions. Work involves heights up to 40 feet on poles and ladders. Work performed below overhead construction and in trenches to 10 feet in depth. Tasks performed around high-power electrical conductors and gas lines. Work areas can be cramped, dark, dusty, damp, wet, stuffy, sticky, smelly, hot and/or cold.  May encounter unrestrained animals/pets.  High degree of balance, coordination, and strength needed to safely and routinely ascend, descend, and work atop poles, towers, and ladders with tools and equipment.  Daily moving, traversing, and positioning self on varied uneven or unstable surfaces such as roofs and in trenches, often hampered by weather elements. Safely move, transport, position, install, remove, and maneuver equipment and supplies of up to 70-pound loads occasionally, up to 50-pounds more regularly, up to 20 pounds frequently. High degree of dexterity and coordination to operate hand tools and to connect, separate, and twist multiple smaller items on a daily basis. Visual acuity necessary to identify, inspect, observe, and assess details at near, mid, and far ranges. Ability to clearly distinguish colors for driving, identifying cables or other electrical components, and safety signage. Auditory acuity necessary to operate equipment; capable of distinguishing between equipment signals and the human voice often amidst background noises, such as wind, rain, and traffic. Ability to tolerate temperature and weather extremes found in the Alaskan environment (fumes and odors, dust, low light conditions, rain, sleet, snow, hail, wind, temperature extremes.) Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment. Ability to accurately communicate information and ideas to others effectively. Physical agility and effort sufficient to perform job duties safely and effectively. Ability to make valid judgments and decisions.    Must work well in a team environment and be able to work with a diverse group of people and customers. Must be able and willing to work flexible hours including, but not limited to, overtime, on-call, and/or additional time on weekends, holidays, evenings, before or after normal work hours when necessary. Extended periods travel of may be required to assist with training personnel across various departments.

 

Drug Testing: Participation in a DOT or non-DOT drug and alcohol testing program may be required to satisfy conditions of a contract or proposed contract with a business partner or client. This includes pre-employment, random, reasonable suspicion, post-accident, return to duty, and follow-up testing.

 

Fitness For: Duty: Ability to pass a pre-employment or return to work physical and fitness for duty examination may be required to satisfy conditions of a contract or proposed contract with a business partner or client.

 

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Diversity, Equity, and Inclusion: At GCI, we foster a culture of inclusivity by nurturing an environment where the varied perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community as we grow and empower a diverse workforce that provides equitable opportunity for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.  DISCLAIMER:  The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.