Maintenance Supervisor

Job description: About Pay Tel Pay Tel is a company grounded in Christian values with a strong sense of social responsibility. We are a mission-driven privately held company that delivers meaningful technology to the corrections market space. We strive each day to provide innovative solutions to the jails that we serve and to be a stable, ethical partner in service to the community. Whether we are delivering basic phone service, investigative tools for officers or advanced tablet-based educational solutions for inmates; Pay Tel is responsive to our customer's needs. Pay Tel is seeking skilled individuals who embody our core values: humble, compassionate, solution-oriented, transparent and Accountable Job Summary The Maintenance Supervisor is a working supervisor responsible for the overall direction, scheduling, and quality oversight of Pay Tel Communications' field maintenance operations across all client sites, primarily within confinement facilities. This role is approximately 70% hands-on field maintenance work and 30% supervisory in nature, requiring an experienced technician who can actively perform maintenance activities alongside the team while also providing direct supervision and technical leadership to a team of Field Maintenance Technicians. The Supervisor ensures preventative maintenance programs are executed on schedule, customer complaints and service impairments are resolved quickly and thoroughly, and that the team maintains the highest standards of responsiveness and professionalism in support of Pay Tel's service commitments. Primary Responsibilities Field Maintenance Work (Approximately 70%) The Supervisor actively performs hands-on field maintenance duties alongside the team: Perform preventative maintenance on Pay Tel telecommunications equipment, including phones, tablets, kiosks, network hardware, structured cabling, fiber optic systems, and associated infrastructure at assigned client sites. Respond directly to customer complaints, service impairments, and network outages in the field; diagnose and resolve issues efficiently with full documentation of findings and corrective actions. Execute site visits for scheduled maintenance windows, quality inspections, and post repair verification to confirm systems are fully operational and compliant with service standards. Perform or assist with root-cause analysis on recurring equipment failures, impairments, or outage events; document findings and recommend corrective actions to the Director of Operations. Maintain accurate and timely field documentation including trouble tickets, maintenance logs, site inspection reports, and parts usage records. Operate and maintain company vehicles, tools, spare parts inventory, and test equipment in accordance with company policy. Ensure compliance with all applicable safety regulations, company policies, and facility specific requirements, including confinement facility access protocols, during all field activities. Assist with other field maintenance duties and tasks as needed. Supervisory Responsibilities (Approximately 30%) The Supervisor is accountable for the performance, scheduling, and development of the Field Maintenance Technician team Develop, maintain, and enforce a comprehensive preventative maintenance (PM) schedule across all assigned client sites; track PM completion rates and ensure all activities are performed in accordance with contract requirements and Pay Tel standards. Create and manage the on-call rotation schedule to ensure technician availability for after-hours, weekend, and emergency response; verify that all technicians are prepared, equipped, and responsive when on call. Serve as the primary point of escalation for customer complaints, service impairments, and network outages; coordinate rapid field response and ensure timely resolution with clear communication to the customer and internal stakeholders. Establish and enforce response time standards for service requests, trouble tickets, and outage events; monitor adherence and address performance gaps proactively. Review and triage incoming trouble tickets, impairment reports, and customer complaints; assign technician resources based on priority, urgency, and geographic availability. Conduct quality assurance reviews of completed maintenance work, ticket documentation, and field reports submitted by technicians; ensure accuracy, completeness, and timely closeout. Maintain clear, proactive communication with facility personnel, clients, and internal stakeholders regarding service status, planned maintenance windows, outage impacts, and resolution timelines. Supervise, mentor, and develop Field Maintenance Technicians through consistent coaching, performance feedback, and identification of training and development opportunities. Oversee vehicle and equipment maintenance compliance across the team; ensure company assets are managed in accordance with company policy. Contribute to technician performance evaluations and make recommendations regarding recognition, development needs, and corrective action. Support the Director of Operations with maintenance reporting, performance metrics, resource planning, and continuous process improvement initiatives. Accountabilities Preventative maintenance schedules are executed on time, fully documented, and compliant with contract and company standards across all assigned client sites. Customer complaints, service impairments, and outages are responded to promptly and resolved efficiently, with clear communication to all affected parties. On-call schedules are current, equitably distributed, and technicians consistently meet response time expectations. Technician performance, accountability, and professional development are actively managed through consistent coaching, feedback, and documentation. Field documentation, trouble tickets, and maintenance records are accurate, complete, and submitted in a timely manner. Company assets, vehicles, and equipment are maintained in good working order and managed in accordance with company policy. A safe, compliant, and professional work environment is maintained across all field activities and client sites. Education and Experience Education High school diploma or equivalent required. Associate's degree or technical training in telecommunications, electronics, network infrastructure, or a related field preferred. Experience 5-7 years of experience maintaining, troubleshooting, and repairing telecommunications equipment and circuits required. 2+ years of supervisory or lead technician experience required. Demonstrated experience managing on-call or after-hours field service teams. Experience working in or around confinement/correctional facilities a plus. Required Skills, Abilities, Licenses, and Certifications Demonstrated proficiency in telecommunications equipment maintenance, testing, and troubleshooting procedures across phones, tablets, network hardware, and associated infrastructure. Working knowledge of structured cabling, fiber optic systems, rack-mounted network equipment, switching, and wireless access points common to Pay Tel's product deployments. Ability to interpret technical drawings, site diagrams, and network documentation; communicate technical requirements and findings clearly to field teams and management. Proficiency with maintenance and test tools including meters, Fluke and NetAlly testing equipment, and general hand tools. Strong leadership, team management, scheduling, and conflict-resolution skills with demonstrated ability to manage distributed field teams. Excellent verbal and written communication skills, including the ability to communicate service status and technical issues clearly to clients, facility administrators, and internal leadership. Strong organizational and prioritization skills with the ability to manage multiple concurrent service events, maintenance schedules, and technician assignments. Proficiency in Microsoft Office applications and familiarity with ticketing, scheduling, and field service management systems. Valid driver's license with a clean driving record. CompTIA A+, Network+, or equivalent technical certification preferred. Working Conditions and Physical Requirements Physical Requirements Ability to operate a motor vehicle and drive for extended distances. Ability to sit or stand for extended periods. Ability to lift and carry at least 50 pounds. Working Environment Work performed indoors, outdoors, and from a company vehicle. Work environment includes confinement facilities; must comply with all applicable facility regulations. Regional travel required; occasional overnight stays as needed. On-call availability required on a rotating basis; occasional evening and weekend response required. Approximately 60-75% travel, including overnight stays as needed Occasional evening and weekend work required to meet customer response times

Pay:

$32.00 - $38.00 per hour

Benefits:

401(k) Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance

Education:

High school or equivalent (Preferred)

Experience:

repairing telecommunications equipment and circuits : 5 years (Preferred)

Work Location:

On the road