Supervisor, Field Operations

Brightspeed; Smithfield (NC); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Brightspeed is seeking an experienced Supervisor, Field Operations to lead technicians in our service areas and deliver quality residential and business connectivity services. You’ll develop an engaged team focused on customer satisfaction and Brightspeed product delivery.

This role requires coordinating with contractors and unions, driving training and safety standards, and ensuring timely project completion on a rotating schedule with potential overtime.

Qualifications

• Bachelor's degree or equivalent education and experience.
• Experience managing teams within a telecom technical environment with 4+ years.
• Experience in employee development, training, coaching and mentoring in a union environment.
• Proficiency with Outlook, Excel, Word and legacy systems.
• Knowledge of residential and business services, Local Network processes and Brightspeed offerings.
• Ability to work with contractors and union relations, with customer-focused behavior.

Responsibilities

• Oversee daily operations of outside and inside plant network services and technicians.
• Serve as single point of contact between Brightspeed and contractors to resolve issues.
• Coach and develop employees on new processes, safety 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 productive working relationship.
• Celebrate successes and motivate the team for continuous improvement.

Skills

Team leadership

Telecom experience

Employee development

Contractor relations

Union environment

Outlook

Excel

Word

Education

Bachelor's degree or equivalent education and experience

Tools

Outlook

Excel

Word

Job description

• Department: Finance, Technology and Operations

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management,our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

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.

As Supervisor, Field Operations your responsibilities will include:

• Managingthe 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
• Servingas 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
• Collaboratingwith the union to achieve a win-win working relationship
• Celebratingsuccesses, with appropriate use of rewards and recognition
• Motivatingteam for continuous improvement and achievement of maximum performance

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• 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

BONUS POINTS FOR:

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

#LI-MH1

Additional Information

WHY JOIN US?

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 inBeing Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us befierce advocatesfor moreaccessible,inclusiveand high-quality internet, because webelieve doing so promotesequityin the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [emailprotected] to initiate the accommodations process.

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