Field Service Supervisor

The Field Service Supervisor will be responsible for managing the field service engineers, helping to ensure our client’s onsite visits are proactive and filled with valuable work. This role reports to the Service Delivery Deputy Director responsible for service center. 

• Help lead and prioritize the support team's workload.
• Visit our client sites at least 3 times per week and ensure that our engineer’s work product is aligned with clients and CTS expectations. 
• Liaise with internal teams, vendors, and client contacts. 
• Act as a resource to the rest of the team for rapid decisions and direction as well as help to coordinate escalations.
• Help identify areas where Standard Operating Procedures (SOP's) don't exist or need further work. In addition, to help improve those processes.
• Regularly monitor the teams' overall performance and report on metrics to the CM’s, SA’s, and SDM’s. Participate in efforts to improve different level engineer group performance (e.g. manage dashboards, SLA’s, KPI’s. risks/issues).
• Be a liaison to clients where it relates to service delivery issues.
• Ensure that proactive work is being carried out by engineers in addition to the day-to-day service requests/incidents). 
• Identify areas of needed coaching and training for the team.  
• Listen to the teams overall internal and client facing feedback and help resolve any conflicts and issues..
• Manage overall expectations of our clients via phone, email, tickets or any other method approved and used by CTS.
• Ensure the team follows established procedures for routine work like creating new users, configuring laptops/desktops, NVR’s, PBX’s, and phones.
• Ensure the prompt and thorough documentation of all work by the team via our ticketing system, ITGlue and other tools. This includes supporting the team with documenting assets, configurations, passwords, processes, etc and maintaining current and accurate documentation.
• Ensure the consistency and efficiency of our documentation efforts. Support the team with documenting assets, configurations, passwords, processes, etc. and maintaining current and accurate documentation.
• Keep track of supervised engineers' efforts, their successes and failures and provide acknowledgement where there is success as well as support and direction where there is failure.
• Review onsite engineers EOD reports to ensure quality of work and compliance with our standards  
• Review all supervised engineers ticket communication where time allows but definitely on a weekly basis
• Work closely with the Client Strategy teams and also participate in the preparation of the QBRs (Quarterly Business Review) when requested in order to assist with managing the relationship and service offerings to the client. 
• Have 1 on 1’s with supervised engineers and provide clear metrics of their overall performance. Lastly, ensure engineers are fulfilling expected output hours and quality of work. 
• Provide onsite assistance when a client is experiencing frustration with our overall services. 
• Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics alongside the SDM.
• Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), SLA’s, Team Efficiency, Team Happiness as well as intangible metrics that align with things such as our Company Core Values

• 5+ years of experience in a customer-facing, technical-services environment, with a strong commitment to customer service. 
• Great communication skills, founded in being a good listener who seeks to understand the position of those being supported.
• Experience in Scheduling and Resource Management.
• Experience in networking protocols: TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP and QoS.
• Experience with WAN/LAN networking including routing, switching, security and load balancing.
• Experience in WLAN technologies including, but not limited to, Meraki, UniFi and Cisco.
• Experience with Microsoft Windows Server, Windows Desktop and Apple Ecosystems.
• Experience in Network Attached Storage (NAS). 
• Experience with Grand Stream or other Asterisk based PBX systems.
• Experience with Android, iOS, Gsuite and Office365.

• Experience working for a Managed Service Provider (MSP) or IT Support Business.
• Experience with MSP-related tools: ConnectWise, Kaseya VSA, PRTG, and ITGlue.

This is a full-time mainly onsite position in the New York Metro area with the ability to work remotely some days per week (dependent on client needs). Some night and/or weekend work may at times be required. Lastly travel to other states (although rare) may be required as we expand to other states. 

Depending on the role, some steps may be adjusted or added - we’ll let you know upfront!

1. Screening call with a member of our HR team (30 minutes)
2. Technical interview with the Hiring Manager (45 minutes)
3. Panel interview with the Hiring Manager and Department Director (60 minutes)
4. (If applicable) Executive interview

CTS is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

CTS is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation, please reach out to jobs@charterts.com once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.