Job Description

We are looking for a Supervisor Field Telecommunications Technician in the Atlanta, GA area who has a strong desire to resolve technical issues, is flexible, learns quickly, and can work independently while providing support and guidance to our customer base on SONIFI products. Are you ready to be the face of an exciting technical organization?

The Supervisor Field Telecommunications Technician will develop, lead, and motivate a team of employees to deliver excellent technical and non-technical support with outstanding customer service, customer satisfaction, accuracy and timeliness. This position involves working a set schedule and may include holidays and weekends to maintain 24 x 7 Field Service coverage. Also, this position is deemed “Critical” meaning you may need to report to work even if the company is closed (including weather-related and holiday closings).

What you’ll do:

  • Oversees the coaching, and development of team to achieve quality support and a high level of employee morale within the team.
    • Coaching and mentoring
    • Employment engagement activities
    • Training and skills development to meet product and customer needs.
    • Regular 1:1 meeting with direct reports
  • Consistently demonstrate a positive and strong leadership role by creating a positive work environment, recognition program, and engaging & empowering team members consistently, fairly and with integrity.
  • Responsible for professionally facilitating Field Service team through change management for new launches of products, services and structure changes; instilling support and a vision of our customer as the central focus of all that we do.
  • Promote and lead a culture of excellence and accountability for the Field Services team
  • Ensure team compliance with local, state and federal regulations, company policies and procedures.
  • Conduct and perform quality monitoring; facilitate coaching feedback to team members on issues such as technical skills, customer service and communication.
    • Conduct field QA to meet outlined inspection requirements.
    • Ensure product training and technical training are current for all team members.
    • Provide support to techs by leveraging soft tools to provide feedback and coaching.
  • Encourage the adoption and use of technical solutions and processes, as implemented by SONIFI from time to time, to improve the efficiency and performance of Field Service for customers.
  • Responsible for reviewing and authorizing timesheets of the assigned team and ensuring compliance with all FLSA guidelines.
  • Create a culture to ensure safety practices are followed and work is performed in a safe and productive manner compliant with OSHA and other applicable regulations.
    • Ensure all required safety training is up to date for all team members.
    • Conduct required on site safety inspections.
    • Conduct incident/accident investigation and root cause analysis.
  • Maintain service parts inventory in accordance with Company guidelines.
  • Work to resolve daily issues that impact the team and overall business objectives; respond to escalated customer issues or complaints.
  • Maintain advanced knowledge of SONIFI products as well as current knowledge of industry trends and potential impact on the support business.
  • After hours leadership for on-call
  • Other duties as assigned.

What you’ll need:

  • The qualified candidate will have a two-year degree in a related field and three (3) years of experience with field service responsibilities supporting hardware/software applications; or the equivalent combination of education and/or work experience.
  • Strong technical and analytical skills required.
  • The person in this role must have the ability to work independently; function at a tactical and strategic level; have excellent oral and written communication skills; outstanding customer service orientation; excellent coaching and training skills and ability to motivate individuals.
  • Strong initiative, organization and follow-up skills are also required.
  • Must possess the ability to read and comprehend simple and sometime complex instructions, short and long correspondence, and memos; the ability to write simple and complex correspondence and the ability to effectively present information in one-on-one and small/large group situations to customers, and other employees of the organization.
  • Experience with Microsoft Word, Excel, Power Point and an aptitude for learning other software packages is preferred.

Together, we can build your future! We offer a competitive salary and a great benefits package, which includes Health, Dental, Vision & Life Insurance, 401(k) with company match, 11 Company-paid Holidays, Paid Time Off and a variety of additional benefits!

SONIFI’s team is changing people's lives through memorable guest experiences - all delivered through an integrated technology and service platform. We work with global brands like AT&T, LG and Samsung and leverage technology from Google and Amazon. SONIFI's core solutions include interactive television, streaming, Internet access, Free-To-Guest, and healthcare integrations, along with unparalleled nationwide technical support and professional services.

SONIFI and SONIFI Health value diversity and we are proud to be an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

If you require assistance in filling out our online application due to a disability, please contact Human Resources at 605-988-1000.

For more information about Equal Employment Opportunity, please visit:


Application Instructions

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