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Cell Phone Repair Field Supervisor in Fairfield, NJ at UniTek Global Services, Inc.

Date Posted: 7/10/2018

Job Snapshot

Job Description

DirectSAT USA - Cell Phone Repair Field Supervisor
Fairfield, NJ

Position Overview:
Provide oversight and manage a team of technicians over his/her assigned market. Performs daily worksite inspections and holds weekly tech meetings to discuss performance. Coaching of area technicians on operational performance and safety policies. Manages daily operations at a local level consisting of inventory management, customer escalations, workflow, policy adherence, and field support. Daily communication with the Area Manager to discuss any field related issues, or concerns impacting day to day operations.
Primary Responsibilities:

  1. Oversee and lead technicians through a workday

  2. Multi-task in fast paced environment. This includes goal setting, production, budgeting, efficiently solving issues with Vivint and Asurion customers, technician scheduling and morale

  3. Account for all jobs and verify all daily assigned work is covered

  4. Communicate with the dispatch team by email or phone to provide technician ETA’s and field updates

  5. Coordinate with dispatch to ensure all jobs statuses are in the appropriate timeframe

  6. Assist with work overflow

  7. Assist with managing all warehouse related processes and inventory distribution (Receive, Document, Assign, and Track inventory)

  8. Instruct how to manage, track and organize client equipment and small parts.

  9. Check-in with technicians after each day to ensure all jobs are completed and closed properly.

  10. Provide the Area Manager an end of day report outlining work completed, and any field related issues.

  11. Train and mentor Field Technicians

  12. Motivate and hold Field Technicians accountable on performance expectations

  13. Achieve operational KPIs for the assigned market set forth by the customer

  14. Hold weekly Tech meetings and deliver communication to the field as set forth by the Area Manager.

  15. Monitor and review quality/workmanship of field technicians daily.

  16. Ensure that all company policies are understood and adhered to such as inventory, safety, quality control, paperwork processing, etc.

  17. Maintain all assigned assets such as tools, safety equipment, ladders, and etc.

  18. Instruct how to maintain a clean and organized company vehicle. Ensure all routine maintenance is completed timely and any problems with vehicle are immediately reported to local management.

  19. Instill in technicians a professional, customer service driven attitude

  20. Lead or participate in other efforts as assigned by the Area Manager


Job Requirements


  • High School diploma or general education degree (GED); related trade school education preferred


  • 1-2 years of experience of cell phone repair experience

  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

  • Strong working knowledge and experience with performance-based training and curriculum design.

Soft Skills:

  • Ability to write routine reports and correspondence

  • Ability to communicate with non- and escalated customers daily

  • Competency to read reports and understand client metrics or KPIs

  • Highly organized and detail orientated

  • Ability to multi-task and work in a fast-paced environment

  • Strong organizational, administrative, interpersonal, verbal and written communication skills

  • Above average analytical skills

  • Time management skills; must be able to meet deadlines

  • The ability to work with the Area Manager to help drive performance based on the Matrix

Physical Requirements:

  • May be required to work long and unpredictable hours

  • Required to actively work in the field alongside technicians

  • Must be able to work with ladders at various heights

  • Must be in good physical condition with the ability to stoop, crawl, bend at the knees and waist, squat and lift 50 lbs.; includes body weight, equipment, tools and boxes

  • Must be able to stand for long periods of time on varied surfaces

  • Daily job-site observations are mandatory as set forth by the Area Manager

  • Must be able to pass pre-employment screening that includes background and drug testing