Technical Operations Supervisor

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.

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 8th largest Internet provider in the United States, Breezeline provides Internet, TV, Voice, and enterprise business services to more than 1.3 million business and residential customers across thirteen states. Headquartered in Quincy, MA, Breezeline is a wholly-owned 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.

ROLE DEPENDENT

Position Summary

Breezeline'sTechnical Supervisoris 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 whichmayinclude automation; less complex Commercial work (CB); /- Fiber to the Home (FTTH).

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, 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 safetyguidelines.
• Drives a company vehicle between office and/or home, warehouse, and work sites in asafe and courteous manner, and in accordance with all laws and company policies.
• Monitors Workforce Express System (WFX) throughout the day for informationregarding changes to work schedule and for information about current work.
• Communicates with dispatch (via WFX, phone, etc.) for assistance, statuson 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 respondingto 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.

Qualifications

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)
• Spanish proficiency desirable in some locations
• Travel as business needs dictate

Preferred

• High school degree or GED equivalent preferred; post-high school education a plus

Physical Job Requirements

• Ability to carry and use tools and equipment
• Requisite ability to drive motor vehicle
• Adequate ability to distinguish different colors of wire
• Ability to frequently bend, stoop and crawl
• Requisite ability to drive commercial vehicle (DOT physical required)
• Ability to lift and carry 28ft extension ladder
• Ability to lift an 88lb power supply from floor to 42"
• Occasionally sit and climb ladders/stairs: performs fine motor and pinching movements, & pivots with feet and bends, twists and laterally flexes back & reaches at overhead shoulder, knee, and floor levels, stoops, squats, crouches, kneels and crawls and press foot pedals.
• Frequently stands and walks & pushes/pulls with arms and grasps with hands & reaches at waist
• Ability to climb ladders and/or utility poles and work in high places
• Ability to work in small spaces (such as crawl space and attics) to tolerate typical residential and commercial controlled work environments as well as uncontrolled weather-related heat and cold for extended periods of time
• Ability to work outdoors and in extreme weather conditions and varying topographic, wet and dry locations

Benefits:

• Competitive salary
• Medical coverage (including prescription and vision plans)
• Dental coverage
• Life Insurance (1x salary at no cost to employee)
• Long and short-term disability insurance (no cost to employee)
• Voluntary employee, spousal, and child life insurance
• Company recognized Holidays with additional Floating Holidays
• Paid Time Off (PTO) programs
• Comprehensive Flex Work Policy
• 401(k) plan eligibility (company match 50% up to 5% of eligible contributions)
• Participation in the Employee Bonus Plan
• Participation in the Cogeco Stock Purchase Plan
• Complimentary and discounted broadband services (for those in our service area)
• Tuition Reimbursement
• Headspace Membership
• Opportunities for LinkedIn Learning subscriptions for select colleagues

Breezeline

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we're doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.

If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at