Supervisor, Field Operations

About the role

Brightspeed is seeking an experienced Supervisor, Field Operations to 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 delivering a service experience that exceeds customer expectations. This role requires working on a rotation basis, including pager duty, and may involve mandatory overtime and holidays.

Responsibilities

• Manage the daily operation of outside and inside plant network services and technicians, including installation and maintenance of residential, business, central office, design services, and splicing activities.
• Serve as the single point of contact between Brightspeed and contractors to resolve issues during construction and/or maintenance.
• Train, coach, and develop employees on new processes, quality standards, customer contact, safety, expense control, and technical skills.
• Lead a team of technicians to meet attendance and performance standards.
• Represent Brightspeed with customers and governmental agencies.
• Collaborate with the union to achieve a win-win working relationship.
• Celebrate successes with appropriate rewards and recognition.
• Motivate the team for continuous improvement and maximum performance.

Requirements

• Bachelor's degree or equivalent education and experience.
• Previous experience managing teams within a telecom technical environment (typically 4+ years).
• Strong skills in employee development, including training, coaching, and mentoring in a union environment.
• Proficiency in computer skills, including Outlook, Excel, Word, and legacy systems.
• Working knowledge of installation and maintenance of residential and business services, local network processes, and Brightspeed products and services.
• Working knowledge of the splicing and construction process in the telecommunications industry.
• Working knowledge of contractor relations.
• Ability to work consultatively, establish rapport, interview, fact-find, present options, recommend solutions, and follow up with customer-focused behavior.
• Ability to work with minimal supervision, prioritize multiple projects, and perform under pressure.
• Experience negotiating timeframes for completion and meeting critical deadlines.
• Willingness to collaborate with coworkers to complete job assignments.

Preferred Qualifications

• 2+ years of experience managing teams within a telecom technical environment.
• 2+ years of experience with installation, maintenance, and repair of POTS and HSI.

Benefits

Brightspeed offers a comprehensive benefits program, including:

• Competitive medical, dental, vision, and life insurance.
• Employee assistance program.
• 401K plan with company match.
• Host of voluntary benefits.
• Paid time off programs promoting overall wellness through physical, emotional, and financial health.

Inclusion and belonging are central to Brightspeed’s culture, fostering diversity and equity in the communities we serve.