Supervisor, Field Operations at Brightspeed in Lorain, OH, United States

Job description

• Brightspeed is looking for an experienced Supervisor, Field Operations to join our team! As Supervisor, Field Operations, you will manage technicians in specific service areas and provide quality residential and business communications services. You will develop and maintain an aggressive, knowledgeable, customer-focused team that promotes and sells Brightspeed products and services while providing a service experience that exceeds our customer's expectations. As Supervisor, Field Operations, you will be scheduled on a rotation basis and pager duty will be required. You may also be required to work mandatory overtime and holidays.

Responsibilities

• Managing the daily operation of outside and inside plant network services and technicians whose work includes the installation and maintenance of residential, business, central office as well as design services and splicing activities
• Serving as the single point of contact between Brightspeed and Contractors to resolve issues arising during the construction and/or maintenance process
• A strong emphasis on training, coaching and development of employees with regards to new processes and quality standards, customer contact, safety, expense control and technical skills
• Leading a team of technicians who meet attendance and performance standards
• Representing Brightspeed with customers and governmental agencies
• Collaborating with the union to achieve a win-win working relationship
• Celebrating successes, with appropriate use of rewards and recognition
• Motivating team for continuous improvement and achievement of maximum performance

Requirements

• Bachelor's degree or equivalent education and experience
• Previous experience managing teams within a telecom technical environment with typically 4+ years of experience
• Strong skills and experience in employee development, including training, coaching and mentoring in a union environment
• Computer skills are required including Outlook, Excel, Word, and legacy systems
• Working knowledge of installation and maintenance of residential and business services, Local Network processes, and a fundamental understanding of services and products offered by Brightspeed
• Working knowledge of the splicing and construction process for the telecommunication industry
• Working knowledge of Contractor relations
• The ability to work in a consultative manner with others, i.e. establish rapport, interview, fact-find, present options, recommend solutions, follow-up and customer focused behavior
• The ability to perform work with minimal supervision, prioritize multiple projects and perform under pressure
• Experience negotiating timeframes for completion and meeting critical deadlines
• A willingness to work with other coworkers to complete job assignments
• 2+ years of experience managing teams within a telecom technical environment
• 2+ years of experience with installation, maintenance, and repair of POTS and HSI

Skills

Required

• Training, coaching and mentoring
• Customer-focused behavior
• Consultative manner
• Minimal supervision
• Prioritize multiple projects
• Perform under pressure
• Willingness to work with others
• Outlook
• Excel
• Word
• Legacy systems
• Local Network processes

Benefits

• We aspire to contemporary ways of working.
• Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.
• We offer competitive compensation and comprehensive benefits.
• Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.
• Inclusion and belonging are at the center of our grounding belief in Being Real.
• When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.