Supervisor, Field Operations

Cogeco•Cleveland, OH

14h•Onsite

About The Position

Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve. We are ‘Above And Beyonders’, who consistently strive to surprise and delight our customers by doing the unexpected. We continually look for new and better ways to enrich our customers’ lives through connected and memorable experiences. As the eighth-largest cable operator in the United States, Breezeline reaches more than 1.7 million homes and businesses in 13 states with Internet, TV, Voice and fiber services. Headquartered in Quincy, MA, Breezeline is a subsidiary of Cogeco Communications Inc. (TSX:CCA). As one of the country’s fast-growing Internet service providers, Breezeline offers our colleagues a vibrant workplace culture and excellent career opportunities. As a proudly diverse and inclusive organization, we believe that every person’s unique individuality should be welcomed and celebrated, and their abilities and potential should be honored and recognized. It is a key part of our culture to actively promote opportunities internally to ensure that you are never static in your career with us. 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)
Ability to carry and use tools and equipment
Requisite ability to drive motor vehicle
Adequate ability to distinguish different colors of wire
Ability to frequently bend, stoop and crawl
Requisite ability to drive commercial vehicle (DOT physical required)
Ability to lift and carry 28ft extension ladder
Ability to lift an 88lb power supply from floor to 42”
Occasionally sit and climb ladders/stairs: performs fine motor and pinching movements, & pivots with feet and bends, twists and laterally flexes back & reaches at overhead shoulder, knee, and floor levels, stoops, squats, crouches, kneels and crawls and press foot pedals.
Frequently stands and walks & pushes/pulls with arms and grasps with hands & reaches at waist
Ability to climb ladders and/or utility poles and work in high places
Ability to work in small spaces (such as crawl space and attics) to tolerate typical residential and commercial controlled work environments as well as uncontrolled weather-related heat and cold for extended periods of time
Ability to work outdoors and in extreme weather conditions and varying topographic, wet and dry locations

Nice To Haves

Spanish proficiency desirable in some locations
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, Stratusync, 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.
Drives a company vehicle between office and/or home, warehouse, and work sites in a safe and courteous manner, 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 the following: 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.