Field Service Supervisor oversees field service personnel who perform on-site routine services including installation, maintenance, and repair. Schedules and trains field service representatives. Being a Field Service Supervisor responsibilities also include maintaining offices and facilities including ensuring inventory is fully stocked. A level I supervisor is considered a working supervisor with little authority for personnel actions. Additionally, Field Service Supervisor may require a bachelor's degree in area of specialty. Typically reports to a manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)
The Field Technician Supervisor oversees the daily duties of the Technical Operations Field Technicians and is responsible for handling more complicated issues. Additionally, the Field Technician Supervisor will work closely with other divisions of IT and other CCG departments as an IT liaison for some technical matters. The Field Technician Supervisor will monitor their assigned field technicians and ensure work is being completed in a timely and professional manner within the expectations of the IT department. The Field Technician Supervisor will also be responsible for procuring small items such as networking wire, tools, or other necessary items to complete the work.
Oversees the daily duties of their assigned Field Technicians
Reviews the performance of their assigned Field Technicians to make recommendations to the Technical Operations manager
Oversees performance of CCG Computer vendor ensuring repairs and new installs are being completed
Performs initial triage of after-hours calls and works to assign more complex issues to the appropriate division
Performs more advanced troubleshooting, tests, and repairs on client workstations
Manages low-impact projects that mainly involve the Technical Operations Field Technicians
Works alongside the Field Technicians to handle day-to-day work order resolution
Thoroughly documents standard processes for customer education
Oversees the general accuracy of the CCG Asset Management system
Handles procurement of smaller equipment and supplies as needed
Build positive relationships with customers
Maintains and expands job knowledge, skills, and abilities.
Duties as assigned.
Knowledge of supervisory techniques
Knowledge of computer hardware and its components.
Knowledge of standard repair and replacement of parts for workstations.
Knowledge of basic networking concepts.
Knowledge of Office 365.
Skill in managing personnel and directing them efficiently
Skill in operating a personal computer.
Skill in interpersonal relations.
Skill in oral and written communication.
Ability to operate city vehicles.
Bachelor's Degree in Computer Science, Information Technology or a related field is required. Experience sufficient to thoroughly understand the work of subordinate positions and to be able to answer questions and resolve problems, usually associated with one to three years experience or service.
The work is typically performed while sitting, standing, or stooping. The employee must frequently lift heavy objects, climb ladders, use tools or equipment requiring a high degree of dexterity, and distinguish between shades of color.
The work is typically performed in an office, library, or computer room where the employee may be exposed to machinery with moving parts.
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