Supervisor, Field Operations

Cogeco • Grasonville, MD

67d

About The Position

Breezeline’s Technical Supervisor is a fully functioning, higher level role that supports the growth of the system by assuring the quality performance of the technical services, installation setup, testing, and maintenance of all current and future Breezeline products and services over an HFC network and other equipment associated with plant facilities and distribution systems. The incumbent ensures the quality of services provided to end users meets or exceeds established industry and company performance standards and is compliant with FCC requirements and protocol. He/she coordinates with all functional departments (corporate, market, or region, as applicable) regarding the optimization of overall business efforts. Accountabilities also encompass Core technician tasks which may include automation; less complex Commercial work (CB); +/- Fiber to the Home (FTTH).

Requirements

• Minimum 18 years of age.
• Demonstrated proficiency in Core Supervisory skillsets.
• Valid state driver’s license and a good driving record.
• Certifications and licenses, as required by state and municipal laws.
• Successfully meet (and maintain) additional background check requirements for specialized projects/services.
• One year of work experience in a comparable field (e.g. related hands-on trade role).
• Basic Mathematical Skills.
• PC and Windows software skills.
• Stable work history.
• Able to work required shifts and overtime (if necessary).
• Spanish proficiency desirable in some locations.

Nice To Haves

• High school degree or GED equivalent preferred; post-high school education a plus.

Responsibilities

• Assist manager with training of technicians and other related field personnel.
• Resolve customer problems and concerns.
• Ensure timely completion of all orders for technical staff or service and proper notification procedures for delays in service.
• Perform preventative maintenance when necessary.
• Hire, train, and evaluate assigned staff.
• Monitors WFX, Stratasync, iGlass throughout the day for information regarding changes to work schedule and for information about current installation, service call or OneView tickets.
• Ensure all assigned work, reports and requested data from technicians are completed.
• Maintains company truck and other equipment per service requirements and safety guidelines.
• Safely operates a company vehicle for job-related tasks, and in accordance with all laws and company policies.
• Monitors Workforce Express System (WFX) throughout the day for information regarding changes to work schedule and for information about current work.
• Communicates with dispatch (via WFX, phone, etc.) for assistance, status on current or new service requests.
• Consults with manager and other supervisors for advice and assistance as needed.
• Complete daily, weekly, monthly or other reports as required.
• Demonstrates experience with managing ambiguity and autonomy amongst the team; flexibility to work in an unstructured environment; dealing effectively with uncertainty and change.
• Interacts with customers in a professional, courteous manner including when responding to escalations and repeated customer concerns.
• Educates customers regarding their existing and new services and promotes other Breezeline services to customers.
• Ensures the quality of services provided to end users meets or exceeds established industry and company performance standards and is compliant with all national, state and local laws and regulations.
• Participates in team meetings as scheduled.
• Attends job-related training that may include initial training, refresher training, product and service updates.
• Works on regularly scheduled days as well as unscheduled days and beyond regular work hours due to customer or operational demands.
• Complies with all safety procedures and policies, as well as the assigned staff.

Benefits

• Competitive salary.
• Medical coverage (including prescription and vision plans).
• Dental coverage.
• Life Insurance (1x salary at no cost to employee).
• Long and short-term disability insurance (no cost to employee).
• Voluntary employee, spousal, and child life insurance.
• Company recognized Holidays with additional Floating Holidays.
• Paid Time Off (PTO) programs.
• Comprehensive Flex Work Policy.
• 401(k) plan eligibility (company match 50% up to 5% of eligible contributions).
• Participation in the Employee Bonus Plan.
• Participation in the Cogeco Stock Purchase Plan.
• Complimentary and discounted broadband services (for those in our service area).
• Tuition Reimbursement.
• Headspace Membership.
• Opportunities for LinkedIn Learning subscriptions for select colleagues.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED