Supervisor, Field Operations

Cogeco•Grasonville, MD

21h

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). 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)
Travel as business needs dictate

Nice To Haves

High school degree or GED equivalent preferred; post-high school education a plus
Spanish proficiency desirable in some locations

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 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.