Supervisor, Field Operations

About this role

Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type: Regular Job Description : About Our Company

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).

Why Work At Breezeline?

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.

Internal Values – How we act

We’re proud that Breezeline is unlike any other employer in the industry. We work hard, but we never lose sight of the big picture. We understand that our colleagues are looking for more than just a great job – they want an extraordinary life – and at Breezeline, we want to make that a reality.

And here is how we do it.

Fun: We laugh a lot. It makes every day brighter, and if you don’t love what you do, you’re not doing it right.

Job flexibility: We think everything you do matters – at work and home.

Discounted services: We offer our customers some fantastic services, and we think you deserve to enjoy them in your home, too.

Total Rewards: Let’s be honest, everyone wants to make a good salary. We offer attractive total rewards and a great culture to go along with it. We’ve got you and your family covered with one of the best packages in the business.

Career evolution: At Breezeline, you get more than just a job. You get all the tools you need to learn, grow, and achieve your career goals!

Cutting-edge technology: Do you have a passion for technology? Great, we do, too. At Breezeline, you will get the opportunity to manage, influence, play, create, fix, and re-shape the industry.

Position Summary Breezeline’s  Supervisor Field Operations 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).

Responsibilities • Supervisor installation, service and network job responsibilities and duties included. 

• 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

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