Audiovisual Installation & Operations Coordinator

Technical Training and Development Manager

Unknown Employer

PRIMARY FUNCTION:   Develop training course structure for GPLS Associates on our training classes which cover repair of equipment, installation, maintenance, and safety.  Oversee the coordination and relocation of equipment and execution of all training courses.  Manage all training requests from Operations, understanding the needs of the Training Department audience.  Develop curriculum and train Lift Systems software modules to Service Managers and technicians.  Train new hire Lift Division service personnel during monthly New Hire On-Boarding sessions.  Manage the Lift Systems Division Technician Career Guide, maintaining HYG updates and technician certification statuses, as well as acting as a guidance counselor for Service Managers and technicians as they seek development of skillsets outlined in the Technician Career Guide.    DIMENSIONS: This position is responsible for the training and distribution of technical information within Gregory Poole Lift Division branches. The individual provides both service, parts, and sales technical support.   The scope of the position is to provide primary support to:                         (13)  Service Managers                                  (200+) Technicians This position will manage the following personnel:                         (1+) Technical Communicators         (1) Training coordinator         (1+) Telemetry Fleet Account Managers       ESSENTIAL DUTIES:    1. Develop the training course structure, in a digital bookcase format, which will be ready to be executed as HYG and Allied equipment becomes available.    2. Determine class title, determine class enrollment based on Operations needs and technician certification levels, determine HYG or Allied equipment necessary for training, and determine branch location where the class will be held.   3. Maintain oversight of courses in digital bookcase to ensure follow-through in a systematic order and in the order of precedence.    4. Oversee the coordination of equipment by reviewing new product reporting and ensuring timely requests for equipment holds and/or relocation to the Lift Division Director of Sales.   5. Oversee the coordination of training classes listed on the training calendar, which is published for Operations, and oversee the communication to the branches regarding scheduled classes, as well as sufficient follow-up to ensure class participation.   6. Work with management to develop long-term plans for training within GPLS.  Analyze demographics, availability of human resources, and long-term business needs to help plan training to meet business objectives.   7. Serve as the designated contact with HYG and other Allied Product companies regarding training and development needs.  Schedule OEM training courses at GPLS, as well as Train-The-Trainer sessions.    8. Manage the Lift Systems Division Technician Career Guide, maintaining HYG updates and technician certification statuses by using the format established by the Lift Division reporting team.   9. Monitor accuracy of the Technician Career Guide report and communicate any discrepancies to the Lift Division Technology Specialist for adjustment or correction.   10. Assume the role of a guidance counselor for the Service Managers and technicians, understanding the pathway each technician needs to follow to maximize his/her growth potential, as well as maximizing the return for GPLS based on our technician certification levels.   11. Identify areas in which training is needed to achieve targeted levels of performance.  Measure current levels of performance against ideal desired levels of performance.   12. Develop and maintain updated curriculum for GPLS software modules, using audiovisual equipment, training aids, or training programs as necessary. 13. Instruct software class participants on troubleshooting techniques, failure analysis, system maintenance and repair of equipment, as well as other topics following curriculum outline, handouts, and texts.    14. Demonstrate procedures being taught, such as repair, removal and installation, components/equipment, failure analysis, etc.  Coach employees in the application of new skills.   15. Observe trainees, and work with individuals one-on-one to assess skills, knowledge and abilities and help them understand GPLS software.  Help individuals apply training to the job.   16. Lead discussion groups on a variety of subjects, including troubleshooting and problem-solving techniques.  Manage class to ensure total and balanced participation.  . 17. Oversee the troubleshooting and technical support of Service Managers and technicians in areas of software difficulty or failure.   18. Oversee the troubleshooting and technical support of Service Managers and technicians in areas of SMART Office and SMART Technician.   19. Oversee the troubleshooting and technical support of Service Managers and technicians in areas of equipment difficulty or failure at customer locations.   20. Oversee Telemetry operations, training, troubleshooting, and administrative functions.   21. Communicate to upper management any matters that require escalation or unresolved product failure.   22. Prepare presentation and train new hire Lift Division service personnel during monthly New Hire On-Boarding sessions, using audiovisual equipment, training aids or training programs as necessary.    23. Participate in meetings, seminars, and training sessions to obtain information useful to training faculty and integrates information into training program.    24. Participate in the Technical Training Department planning sessions, gathering in advance any necessary input from Product Support Managers, Service Managers, HYG, and Allied product lines.     Group Leadership   * Provided daily and long-term leadership for direct report associates to include but not be limited to the following activities: * Interviewing and hiring * Coaching * Training and developing * Counseling and disciplining   MINIMUM REQUIREMENTS: Education: Associate degree with at least 5 years of instructional development and training experience preferred or an equivalent combination of education and experience. At least one year of leadership or supervisory experience is required.   Work Experience: (See above)     Physical Requirements:   Must be able to sit for long periods of time using a P.C. and/or telephone.  Must be able to travel to other company locations or customer locations. Sometime requiring overnight stays.  Must have the physical capabilities to climb stairs and carry large pieces of material handling equipment.  Must have the ability to work in environments with exposure to wet/humid conditions, fumes, and occasional exposure to extreme cold or heat.    Other:   Ability to read, analyze and interpret service manuals, parts manuals, common technical journals and technical procedures.  Ability to write technical reports, business correspondence, and procedural manuals.  Ability to effectively present information and respond to questions from groups of managers, technicians, and GPLS external customers.  Ability to respond to common inquiries or complaints from internal or external customers. Must have intermediate level PC skills, especially with MS Office (Excel, PowerPoint, Word, Outlook) and internet usage.  Must have strong verbal and written communication skills.  Must have a valid driver’s license.     This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval.    Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Service Supervisor

Unknown Employer

The Service Supervisor will assist the Service Manager with overseeing the day-to-day operations of the service department in his/her branch or area of operation.  The Service Supervisor will supervise Service Engineers, Specialist, and Associates and provide support, guidance, and mentorship to his/her subordinates in all matters relating to their duties, technical and non-technical, and for making decisions to correct irregularities in the service process and making recommendations to his/her Service Manager. The Service Supervisor will review technician notes and service tickets for completion, accuracy and before closing/invoicing service issues for the following solutions: IP video surveillance; access control; enterprise wireless and networking; voice, data and fiber cabling; unified communications; and audio/visual solutions. The Service Supervisor will also be responsible for reviewing and approving time and expense reports for his/her subordinates.     Essential Functions * Work with Corporate Service Coordinators in regards to scheduling and dispatch of tickets in his/her branch * Delegate and direct service tasks * Monitor the progress of all current and pending tickets * Oversee all services and workspaces in the shop and in the field * Respond to and resolve service tickets * Consistently deliver incredible customer service experiences by offering knowledge, advice, and answering questions and concerns * Act as the highest local source of information for all service, inventory, and product-knowledge concerns and work process matters (for both employees and customers) * Manage and update tickets for invoicing * Communicate and maintain good relations with customers * Monitor employee work and provide frequent progress reports in order to improve employee satisfaction and efficiency * Follow and abide by all industry standards, regulations, and laws * Help train new employees in company procedures, including safety and work processes * Stay up to date on industry standards and any innovations, materials, tools and/or processes that can benefit the company * Have 2+ Direct reports   Minimum Qualifications * High school diploma or equivalent * 5 + years of experience in the physical security/IT field * Obtain and maintain relevant certifications * Maintain company-owned equipment * Experience in configuring access control and surveillance systems * Excellent external and internal communication skills * Solid organization, attention to detail and multi-tasking skills * Success at managing a wide array of tasks and projects and an ability to thrive in a fast-paced work environment * Must pass pre-employment background check and drug test    Knowledge, Skills and Abilities * Ability to read and use a measuring tape, level and other required tools for installation required * Excellent interpersonal skills, including external and internal communication (written and verbal)skills * Demonstrate a desire to learn the industry that C&B serves * Willing and able to work a flexible schedule when required to meet our customer’s needs (nights, weekends, over-night, etc.) * Comfortable with heights, such as working a ladder and/or aerial man-lift * Present oneself in a professional and neat manner * Solid organization, attention to detail and multi-tasking skills * Excellent written and verbal skill required with the ability to communicate and understand detailed instructions   Physical Demands Spends more than 2/3 of time standing, kneeling/crouching/stooping, using hands and reaching. Spends approximately 1/3 of time walking and talking/hearing. Frequent lifting required of items 25-50 pounds.    Work Environment May require driving to project sites. May be exposed to variable weather conditions. Other conditions may include proximity to forklifts or other heavy machinery and using various tools and hardware. Worker is subject to frequent heavy lifting.   Qualification Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Director - Field Operations

Unknown Employer

ABOUT THE ROLE Kinetic by Uniti is looking for a strategic, hands-on Director of Field Operations to lead large-scale field operations teams across residential and business installation, repair, network support, safety, customer service, and operational performance. This role is ideal for an experienced operations leader who enjoys developing leaders, improving service quality, strengthening execution, and helping teams deliver reliable telecommunications services to customers and communities.   WHAT YOU WILL DO * Lead and develop local operations leaders, field technicians, and operations support staff to strengthen accountability, customer service, employee engagement, and operational execution. * Oversee regional or multi-market field operations for installation, repair, central office maintenance, network support, outside plant coordination, and related telecommunications services. * Use operational metrics, technician productivity, service performance, trouble trends, and customer experience data to improve processes, service quality, and cost control. * Champion employee safety, required training, compliance practices, and consistent operating standards across assigned markets. * Provide leadership for operating and capital budget planning, expense management, resource allocation, and business priorities. * Partner with field leaders, corporate teams, local officials, vendors, and customers to resolve operational issues and advance field operations performance.   DO YOU HAVE * Progressive experience leading field operations, telecommunications operations, installation and repair teams, network operations, or a related technical service organization. * Strong leadership skills with the ability to coach, develop, and hold leaders and teams accountable for performance, safety, productivity, and customer service. * Knowledge of broadband, fiber, cable, central office, outside plant, or network maintenance operations. * Ability to use operational reports, financial information, customer service metrics, and safety data to make sound business decisions. * Excellent communication skills, executive presence, sound judgment, and ability to travel across assigned markets as needed.   EVEN BETTER * Experience leading telecommunications field operations across multiple markets, including multi-site or rural market operations. * Familiarity with installation and repair workflows, dispatch processes, trouble-ticket management, first-time fix improvement, and repeat trouble reduction strategies. * Comfort using reporting tools, operational dashboards, and data-driven insights to guide business decisions and communicate performance to senior leaders.     Physical Tasks- Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting Continuously: 67-100%   Driving: Car: Frequently: 34-66% | Climbing: Occasionally: 0-33% |Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Pushing – Pulling: Occasionally: 0-33% | Carrying: Occasionally: 0-33% | Reaching Above Head: Occasionally: 0-33%  Lowering >1-15 lbs: Occasionally: 0-33% | >15-30 lbs: Occasionally: 0-33% | >30 lbs: Occasionally: 0-33%  Repetitive Hand Action: >Medium Dexterity: Continuously: 67-100% | >Fine Manipulating: Frequently: 34-66% |Operate Foot Control: Frequently: 34-66%  Audio Visual Needs - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100%| Far Vision: Occasionally: 0-33% |Peripheral Vision: Occasionally: 0-33%| Depth Perception: Occasionally: 0-33% | Color Discrimination: Continuously: 67-100%  Equipment Used in Job Performance/Working Environment: Computer, Printer, Fax, Telephone, Basic Office Supplies, Copier, Vehicle  Exposures to: Cold: Occasionally: 0-33% | Heat: Occasionally: 0-33% | Dampness: Occasionally: 0-33% | Heights: Occasionally: 0-33% | Vibration: Occasionally: 0-33% | Skin Irritants: Occasionally: 0-33% | Lung Irritants: Dust: Occasionally: 0-33% | Fumes/Gases: Occasionally: 0-33%   Types of Driver’s License Required: Driver’s License