Position Title: Supervisor Field Operations (M1)
Company Summary
Crown Castle is the nation’s largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand-connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we’re the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is publicly traded on the S&P 500, and one of the largest Real Estate Investment Trusts in the US, with an enterprise value of ~$70B.
We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we’re an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.
Role
Responsible for the day-to-day activities of an assigned team of Fiber Field Operations Technicians. This team has a dedicated focus on delivering and maintaining fiber based ubiquitous products and services that are consistent with all defined standard operating processes and procedures. The position will support the Manager of Field Operations and work across other field operations teams within the area, as well as provide support to Crown Castle cross-functional teams to improve the quality of processes, deliverables and the end-to-end customer experience. Each field operations team is expected to maintain open communication across all areas of the business and work as a unit with consistency while delivering and maintaining services; cognizant of fostering the vision and values of Crown Castle. This position is accountable for their assigned team and area for delivering KPIs including but not limited to OpEx spend, MTTR, % On-Time Install, fiber complete for small cell, and installed enterprise revenue.
Responsibilities
- Supervise a team of field technicians for the assigned area within fiber field operations with responsibility for network maintenance 24 hours, seven days a week, 365 days a year
- Supervise the installation, turn-up, testing and provisioning of SONET, WDM and Ethernet equipment in an optical fiber network adhering to engineered design within an assigned area of fiber field operations
- Schedule and prioritize the workload of the field operations resources within an assigned area for their team of field of technicians
- Supervise installation workload of team to ensure that all customer Firm Order Commitment (FOC) dates and target installation intervals are met
- Supervise and maintain customer communications throughout install and maintenance processes
- Direct assigned Equipment Engineering Work Orders to ensure timely and accurate completion
- Provide support to the Manager of Field Operations for communication with the NOC, Construction, Engineering, and Change management teams.
- Support training initiatives with Field Technician team to use Fiber Optic, SONET, Ethernet and SDH related test equipment including OTDR, PMD, Optical Spectrum Analyzer, BER Test Sets, Sniffers
- Interface with customers in support of service delivery and assurance
- Provide support to the Manager of Field Operations to monitor and report Key Performance Indicators (KPIs) of deliverables and supporting workflows.
- Maintain knowledge of technology in use, and/or under development for its impact or potential impact on the operational business process
- Provide support to the Manager of Field Operations for the assigned area(s) respective CAPEX and OPEX spend and budgets
- Maintain quality service by understanding and enforcing organization standards
- Build company image by collaborating with customers and employees; enforcing ethical business practices
- Develop and coach fiber field technician team. Identify training gaps and create a career path for team members.
Education/Certifications
- Minimum high school diploma or equivalent required
- Bachelor’s degree or equivalent work experience preferred
- Ideally the individual should have or be pursuing at least one network certification including but not limited to:
- CompTIA Network+
- Cisco CCNA
- Nokia NRS1
- Juniper JNCIA
- A valid driver’s license required
Experience/Minimum Requirements
Required
1 year or more of experience performing:
- Direct supervision of employees
- Familiarity with installation, testing, and maintenance of telecommunications networks and services including but not limited to:
- Ethernet – 10/100/1000BaseT networks and hardware
- WDM networks and hardware
- SONET networks and hardware
- Dark Fiber
- Minimum of five (5) or more years of experience performing installation and maintenance of telecommunications equipment
Other Skills/Abilities
- Excellent leadership, interpersonal, verbal, and written communication skills
- Work well in an unstructured environment.
- Ability to thrive in a dynamic problem solving environment
- Ability to multi-task in a fast paced environment
- Candidate has a strong background in and a good working knowledge of fiber optic infrastructure engineering, construction, and restoration methods
- Ability to monitor, implement, and enforce safety programs and protocols. Skill in performing safety inspections and ensuring compliance with all safety standards.
- Proven people and project management skills
- Ability to diagnose work flow problems and institute remedies
- The individual must possess and employ the highest ethical and business standards and always conduct himself/herself with the greatest degree of professional integrity.
- Position must be available for emergency support on a 24 hour X 7 day basis
Organizational Relationship Reports to: Manager Field Operations
Title(s) of direct reports includes but not limited to: Sr Fiber Field Operations Technician, Fiber Field Operations Technician
Working Conditions: This role falls into our hybrid work model working in your assigned office approximately 60% of the time (3 days per week) and where you do your best work 40% (2 days per week). There is an expectation of collaboration with teammates and stakeholders for moments that matter that requires up to 25% travel.
For New York City, Colorado, California and Washington residents – the hiring range offered for this position is $77,680 – $118,500 annually. In addition to salary, employees are eligible for an annual bonus of up to 15% of annual salary and restricted stock.. Employees (and their families) are eligible for medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan. Employees will also receive 18 days of paid time off each year and 12 paid holidays throughout the calendar year.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)