Supervisor, Field Operations

POSITION SUMMARY:

The successful candidate is responsible for the direct supervision of Customer Facing and Commercial Technicians, ensuring that the current day work load for the region is completed, and any issues are addressed in a timely manner. This role will act as a supervisor to the technicians that are assigned to him/her including coaching, performance management, and onboarding of new staff. Also acts as ”right hand” to the Manager, Field Operations and supports all employees relations. It is expected all work functions are performed in a manner to ensure the highest level of quality customer service is achieved. The role also includes providing guidance to all field staff and contractors with regards to best practices, quality work and escalations.

KEY RESPONSIBILITIES OF THE SUPERVISOR ROLE:

Coaching team members to help develop strengths and improve weaknesses through both ad hoc and set monthly coaching

Ensure team compliance to Cogeco Policies, Procedures and Health and Safety Requirements by completing scheduled and unscheduled audits. Ensuring the completion of training and real world practical testing where required. Documenting Ladder, Harness, PPE and Truck inspections

Implementing and delivering Performance Improvement, Developmental and disciplinary plans where required

Transfers knowledge and insights to their assigned Customer Facing Technicians thus supporting the individual’s technical growth and expertise.

Completes Employee Performance Assessments (PA) for all assigned members of their team including writing and delivery

Share responsibility for customer inquiries and escalations. Provides support/feedback to the employee and manager to help improve the customer experience. Maintains accurate records of coaching and resolutions.

Quality checks on completed Install and Service work as required.

Implement and maintain above market average eNPS scores. Identify ways to improve this measure to reduce attrition and improve employee engagement.

Must participate in all certification programs as deemed appropriate by Cogeco Connexion.

Responsible for the delivery of high Transactional NPS scores through excellent customer service and solutioning

Travel within your assigned region

ESSENTIAL QUALIFICATIONS ACADEMIC TRAINING

● High School required, College/University or combination of equivalent education and experience is an asset

● Completion of the Society of Cable Television Engineers endorsed NCTI Broadband Service Technician certification, is preferred.

WORK EXPERIENCE

● Minimum 3 to 5 years of related experience with some leadership responsibilities preferred.

● Telecommunications industry experience is required

SPECIFIC COMPETENCIES

● Detailed knowledge of, and ability to diagnose faults and take corrective action for broadband RF and light is required

● Knowledge of all field processes

● Proficient with all tools and meters (ONX, TDR, Locator, Wifi analyzer, etc,....)

● Basic PC skills including ability to work proficiently with a keyboard, and to handle Google Suite (Sheets, Doc) and Adobe pdf files, and to navigate the internet using a browser, is required.

● Exceptional organizational skills are required.

● Solid interpersonal skill with a winning customer service attitude and high level of professionalism when dealing with problems and complaints from internal or external customers, and defuse emotion and potential customer-provider conflicts, is required.

● Demonstrated ability to exercise judgment and use discretion with highly confidential materials.

● Valid Ontario Driver’s License

● Strong coaching mindset, with the ability to adapt to the learners with varying tenure and competency levels

● Ability to verbally communicate expectations clearly and provide constructive feedback in a way that fosters employee commitment.

● Team management skills which focus on fostering a culture of collaboration, employee engagement, and achieving departmental results.

● Ability to make decisions with limited knowledge under fast-paced conditions.

PHYSICAL DEMANDS AND VISUAL ACUITY

● Frequently required to lift up to 70 lbs and work on fibreglass extension ladders, operate hand and power tools and electronic test equipment.

● Required to work in all weather conditions

At Cogeco, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. We strive to build teams which reflect the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.

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 [email protected]