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Buckeye Broadband · 1 month ago

Supervisor, Technical Field Operations

Toledo, OH

Full-time

Onsite

Mid, Senior Level

5+ years exp

Buckeye Broadband is a company focused on providing quality service in the telecommunications sector. The Supervisor, Technical Field Operations, is responsible for overseeing the quality and completion of various technical operations, ensuring customer satisfaction and efficient service delivery.

Customer ServiceInternetMedia and EntertainmentTelecommunicationsWireless

Comp. & Benefits

Responsibilities

Supervising Technical personnel to accomplish customer service goals accurately, on time and within budget

Providing customer service that satisfies the established Standards of Performance and Quality of Service levels set by the company

Developing programs for and maintaining: Service Calls, Preventative Maintenance, Cumulative Leakage Index and Proof of Performance

Overseeing the quality of workmanship and quality of RF and Optical signals

Developing and publishing Key Indicator Reports which represent customer service performance, personnel productivity, preventative maintenance progress and budget compliance

Developing, coordinating and conducting both on-the-job and classroom training necessary to maintain the technical competence of all personnel assigned to the Technical Service Department

Performing Daily Quick Huddles, Quality Control and Quality Assurance functions and reports

Recommending and helping to select personnel, staffing changes, equipment, policies and procedures necessary to achieve department goals

Coordinating and communicating properly with all areas of the Company; including the Operations Support Center and the Network Operations Center concerning customer satisfaction, outages and customer issues

Helping to create an atmosphere of positive teamwork, cultural change, and employee relations by scheduling regular meetings with employees regarding company information, feedback and support

Performing various management projects and assignments effectively as assigned by the Manager, Technical Field Operations

Administering and upholding all contractual provisions

Properly and accurately communicating situations of concern to correct system problems

Performing stand-by duties effectively as scheduled

Knowing, understanding, and utilizing office software to communicate performance reports

Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times

Ensuring that all service calls are properly resolved and documented through the computer system or written report within 24 hours of occurrence

Performing any miscellaneous departmental duties as assigned

Qualification

Supervisory experienceCATV trainingMicrosoft OfficeAutoCAD/TrueviewProblem solvingOrganizational skillsTeamworkCommunication skills

Required

High school diploma or equivalent

5 years practical related work experience

Acceptable background check

Ability to use Microsoft Office software

Ability to read, write, and speak English in clear, concise sentence structure with accurate spelling and grammar

Ability to work effectively as a team member

Evidence of problem solving ability

Evidence of good organizational skills

Careful attention to detail

Ability to work independently, with little or no supervision

Ability to meet scheduled and unscheduled deadlines

Ability to bring projects/assignments to completion within required time frames

Ability to give clear direction/leadership to coworkers and other contacts

Ability to motivate others to perform

Ability to present self positively to the public

Present professional business office demeanor through verbals and non-verbals

Legible handwriting

Demonstrate positive attitude under pressure to co-workers and other contacts

Valid driver's license and acceptable driving record

Reliable transportation

Maintains confidentiality and does not disclose confidential information acquired in the course of work except when authorized and/or unless legally obligated to do so