Sonic
Field Service Lead
Since 1994, Sonic has been committed to building a faster, more affordable internet, and to hiring the nicest people around. We are looking for exceptional employees who want to challenge the industry for the better by putting members first and offering accessible connectivity for everyone. Foster your personal growth, develop your career, and make a difference in an industry where honest business practice has become optional. Every career opening at Sonic is an opportunity to join a dedicated team where each department works closely together with one another. Join a community-minded company that empowers the growth of a better internet
one home, one business, one employee at a time. Lead Technician will demonstrate mastery of all aspects of the Field Service Technician position. The position will coach and mentor Field Service Technicians and handle the most difficult installs and customer service interactions, while promoting Sonic's core values of outstanding customer service, quality, security and integrity. Lead Service Technician is a full-time (40 hours per week), non-exempt/hourly position. Occasionally, overtime is necessary to deliver outstanding customer service. Travel is expected for this position. A company gas card and vehicle will be supplied. Gas cards are expected to be used on individually assigned company vehicles only. Lead Technician will partner with the Field Service management team to lead, coach, and train the Field Service Technicians. Essential Duties and Responsibilities: Use departmental quality assurance policies, procedures and metrics to coach Field Service Technicians within your team(s). Troubleshoot and install Sonic internet connectivity and phone services with excellence, resulting in high customer satisfaction and within the Field Service team metrics. Have proficient understanding of dispatch and workflow software. Responsibly handle company issued vehicle, tools and gas card. Implement and abide by all safety procedures; report accidents/injuries immediately to Field Service management team and/or human resources. Maintain a valid California Driver's License and clean DMV record. Solicit departmental feedback to develop and implement methodologies to increase efficiency within the field service team and communicate the feedback to the Field Supervisor. Willingness to work overtime. Competency: Responsibility -
Acts independently in the field within reason; knows when to consult for assistance; takes responsibility for vehicles, tools and credit cards. Problem Solving
- Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional Technical Skills
- Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with Customer Service
- Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets Interpersonal Skills
- Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new Oral Communication
- Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in Written Communication
- Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written Ethics
- Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational Qualifications: Education
High school diploma or equivalent required. Experience
Minimum 1-3 years previous installation experience. Driving Ability
Must maintain a valid California Driver's License and clean DMV record. Language Skills
- Ability to read and write. Physical Ability
- Ability to drive, use tools, climb ladders and crawl under building. Reasoning Ability
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to handle heights. Computer Skills
Ability to type and use a computer. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Daily driving in a Sonic vehicle is expected. The Field Service department spends time in a vehicle, outside or inside Sonic customers' businesses or residents. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is constantly required to sit and stand; talk or hear; reach with hands and arms; key/type. The employee is required to walk; use hands to finger, handle, or feel objects, tools or controls; climb stairs; balance; stoop, kneel, crouch or crawl. The employee must lift and/or move up to 75 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is required to drive a vehicle. Equal Opportunity: Sonic is an equal opportunity employer. Sonic is committed to providing a work environment free of harassment, discrimination, retaliation and disrespectful or other unprofessional conduct based on sex (including pregnancy, childbirth, breastfeeding or related medical conditions), race, religion (including religious dress and grooming practices), color, gender (including gender identity and gender expression), national origin (including language use restrictions and possession of a driver's license issued under Vehicle Code section 12801.9), ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law or ordinance or regulation. It also prohibits discrimination, harassment, disrespectful or unprofessional conduct based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.
Since 1994, Sonic has been committed to building a faster, more affordable internet, and to hiring the nicest people around. We are looking for exceptional employees who want to challenge the industry for the better by putting members first and offering accessible connectivity for everyone. Foster your personal growth, develop your career, and make a difference in an industry where honest business practice has become optional. Every career opening at Sonic is an opportunity to join a dedicated team where each department works closely together with one another. Join a community-minded company that empowers the growth of a better internet
one home, one business, one employee at a time. Lead Technician will demonstrate mastery of all aspects of the Field Service Technician position. The position will coach and mentor Field Service Technicians and handle the most difficult installs and customer service interactions, while promoting Sonic's core values of outstanding customer service, quality, security and integrity. Lead Service Technician is a full-time (40 hours per week), non-exempt/hourly position. Occasionally, overtime is necessary to deliver outstanding customer service. Travel is expected for this position. A company gas card and vehicle will be supplied. Gas cards are expected to be used on individually assigned company vehicles only. Lead Technician will partner with the Field Service management team to lead, coach, and train the Field Service Technicians. Essential Duties and Responsibilities: Use departmental quality assurance policies, procedures and metrics to coach Field Service Technicians within your team(s). Troubleshoot and install Sonic internet connectivity and phone services with excellence, resulting in high customer satisfaction and within the Field Service team metrics. Have proficient understanding of dispatch and workflow software. Responsibly handle company issued vehicle, tools and gas card. Implement and abide by all safety procedures; report accidents/injuries immediately to Field Service management team and/or human resources. Maintain a valid California Driver's License and clean DMV record. Solicit departmental feedback to develop and implement methodologies to increase efficiency within the field service team and communicate the feedback to the Field Supervisor. Willingness to work overtime. Competency: Responsibility -
Acts independently in the field within reason; knows when to consult for assistance; takes responsibility for vehicles, tools and credit cards. Problem Solving
- Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional Technical Skills
- Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with Customer Service
- Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets Interpersonal Skills
- Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new Oral Communication
- Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in Written Communication
- Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written Ethics
- Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational Qualifications: Education
High school diploma or equivalent required. Experience
Minimum 1-3 years previous installation experience. Driving Ability
Must maintain a valid California Driver's License and clean DMV record. Language Skills
- Ability to read and write. Physical Ability
- Ability to drive, use tools, climb ladders and crawl under building. Reasoning Ability
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to handle heights. Computer Skills
Ability to type and use a computer. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Daily driving in a Sonic vehicle is expected. The Field Service department spends time in a vehicle, outside or inside Sonic customers' businesses or residents. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is constantly required to sit and stand; talk or hear; reach with hands and arms; key/type. The employee is required to walk; use hands to finger, handle, or feel objects, tools or controls; climb stairs; balance; stoop, kneel, crouch or crawl. The employee must lift and/or move up to 75 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is required to drive a vehicle. Equal Opportunity: Sonic is an equal opportunity employer. Sonic is committed to providing a work environment free of harassment, discrimination, retaliation and disrespectful or other unprofessional conduct based on sex (including pregnancy, childbirth, breastfeeding or related medical conditions), race, religion (including religious dress and grooming practices), color, gender (including gender identity and gender expression), national origin (including language use restrictions and possession of a driver's license issued under Vehicle Code section 12801.9), ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law or ordinance or regulation. It also prohibits discrimination, harassment, disrespectful or unprofessional conduct based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.