Supervisor, Technical Field Operations

Job Description

Job Description

Description:

JOB SUMMARY

The Supervisor, Technical Field Operations is responsible for leading and overseeing technical teams engaged in the deployment and maintenance of PON (Passive Optical Network) and HFC Networks, as well as providing services such as Preventative Maintenance, Outage and Damage Restoration, and Cumulative Leakage Index. This role also involves managing both Customer-Facing (CF) and Network-Facing (NF) aspects, ensuring the quality of RF and optical signals, managing test equipment, and overseeing deployment, maintenance, service, and installation across areas served by Buckeye Broadband/Telesystem.

This position leads the technical team in deploying and maintaining HFC and PON network infrastructure. It involves collaborating with various internal departments, such as the Operations Support Center (OSC) and the Network Operations Center (NOC), to ensure smooth service delivery, including issue escalation, service scheduling, and system maintenance. A key responsibility is to foster a culture of self-accountability, uphold operational and quality standards, and deliver efficient results in a fast-paced environment.

Reports To: Manager, Technical Field Operations

Direct Reports: All Technicians in Technical Field Operations & Metro Fiber Universal Technicians.

ESSENTIAL JOB FUNCTIONS:

Supervision and Leadership:

• Supervise and mentor a team of technicians responsible for the deployment and maintenance of Buckeye Broadband Services while ensuring they meet service goals, focusing on quality, timeliness, and budget compliance.
• Promote a culture of self-accountability, empowering technicians to take ownership of their tasks and consistently deliver high-quality results.
• Adhere to safety, quality, and company policies, including the efficient and accurate execution of the PON network deployments.
• Maintaining composure under pressure in a fast-paced environment ensures that the team and service levels are not compromised during high-demand situations.
• Provide continuous feedback, conduct performance evaluations, and create development plans for technical staff.
• Oversee and track progress on Key Indicator Reports, which monitor personnel performance, network health, and budget adherence.
• Conduct regular training, emphasizing new technologies such as PON deployment and troubleshooting.

GPON / XGS Deployment and Network Management:

• Manage the technical team involved in installing and maintaining PON infrastructure, ensuring that deployments meet the highest industry standards for performance and reliability.
• Work closely with other departments and stakeholders to align deployment schedules and meet service-level agreements (SLAs).
• Monitor and troubleshoot network issues, focusing on both GPON and traditional services, and resolve them promptly.
• Stay current on the latest developments in GPON technologies and ensure team knowledge and skills are continually enhanced.

Troubleshooting Tools Expertise:

• Possess in-depth knowledge of key troubleshooting tools such as SLM (Signal Level Meter), PON Meters, Fusion Splicers, OTDR, and other diagnostic tools used in the field.
• Troubleshoot, repair, and maintain the tools that technicians rely on, ensuring that all equipment is in optimal working condition for accurate diagnostics and repairs.
• Train technicians on proper usage and calibration to maintain tool integrity and accuracy.

Operational Coordination:

• Facilitate seamless communication and coordination between Technical Field Operations, Operations Support Center (OSC), Network Operations Center (NOC), Customer Support, and Engineering to ensure smooth execution of service calls, network maintenance, and troubleshooting processes.
• Work closely with the Customer Support team to address service issues, ensuring all service calls are logged accurately and completed within SLA.
• Collaborate with Engineering on new network designs and technical upgrades, swiftly addressing any issues related to network performance or new deployments.
• Coordinate the escalation process for unresolved issues, working across departments to find quick and effective solutions.
• Implement a streamlined service scheduling system in collaboration with the NOC and OSC to effectively manage service calls and repairs across multiple teams and departments.
• Ensure all required documentation, including network changes, equipment failures, and repairs, are accurately recorded and communicated to all relevant teams.

Innovative Problem-Solving:

• Apply innovative solutions to address both field-based challenges and organizational issues, focusing on improving workflows, reducing downtime, and increasing efficiency.
• Foster a problem-solving mindset among the technical team, encouraging creative thinking and proactive troubleshooting, especially when faced with complex technical problems or urgent service disruptions.
• Work closely with cross-functional teams to develop and implement process improvements and new technologies that enhance service delivery and operational efficiency.
• Leverage insights from the field to propose organizational improvements, suggesting innovative changes to workflows, processes, or technologies that can enhance field and back-office operations.

Union Contract and Work Rules Compliance:

• Possess a thorough understanding of multiple union contracts and various work rules that govern the operations and activities of unionized employees.
• Ensure all employees adhere to the standards and guidelines outlined within the union agreements and hold them accountable for compliance with these work requirements.
• Serve as a resource for clarifying union contract terms and resolving any disputes related to work rules, ensuring that work is conducted efficiently and following established agreements.
• Proactively monitor team performance and address any noncompliance issues, maintaining clear documentation and following proper channels to resolve conflicts when they arise.
• Work closely with union representatives and HR to ensure the department's operational goals align with the union agreements.

Team and Department Development:

• Foster a work culture centered on continuous self-improvement, responsibility, and accountability, ensuring all technicians take ownership of their work and understand their role in the overall success of the network operations.
• Encourage team collaboration, professional growth, and a focus on self-development aligned with departmental goals.
• Recommend improvements in technology, tools, processes, and team dynamics to enhance efficiency and customer satisfaction.
• Actively support management in implementing departmental projects and strategic goals.

Miscellaneous Duties:

• Maintain confidentiality of company resources and information.
• Ensure effective communication within the team and between departments and address any concerns regarding the system’s performance.
• Participate in stand-by duties as needed and complete other assigned tasks as required by the department.

Requirements:

Education and Experience

• High school diploma or equivalent - Required
• Associate degree in a related field - Preferred
• 5 years of relevant technical experience - Preferred
• 2 years in a supervisory or leadership role - Preferred
• Experience with GPON network deployment and maintenance is highly - Preferred
• Specialized HFC training and PON technology courses are required or attained within 1 year of employment.
• Proficient in Microsoft Office, Truevizion/CentraVizion, Mosaic 1, Xpertrak, and other software tools.

Core Competencies

• Agility: Embraces change, remains flexible, and maintains a strong sense of urgency to drive progress.
• Innovation: Employs creative solutions and critical thinking to overcome challenges in the deployment and operation of the GPON network and within the organization processes.
• Customer Focus: Ensures superior customer experiences while maintaining a service-oriented mindset.
• Collaboration: Promotes teamwork, fosters constructive conflict resolution, and encourages knowledge sharing.
• Accountability: Demonstrates ownership of tasks and responsibilities, fostering self-accountability within the team to achieve company goals.

Job Specific Competencies

• Employee Development: Coaches and mentors technical staff, emphasizing continuous improvement and individual accountability.
• Results Delivery: Leads efforts to meet deployment goals, performance metrics, and budgetary adherence.
• Leadership: Demonstrates emotional intelligence, effective communication, and proactive risk management.
• Technical Expertise: Strong understanding of XGS-GPON systems, CATV, and related network technologies.
• Union Compliance: An in-depth understanding of union contracts and the ability to hold technicians accountable for work rules and performance standards.

Other Requirements/Skills

• Strong organizational skills and keen attention to detail, particularly in PON deployments and troubleshooting.
• In-depth knowledge of troubleshooting tools such as SLM, PON Meters, and other network diagnostic equipment.
• Ability to troubleshoot and repair technician tools to ensure optimal working conditions.
• Maintaining composure and leading the team effectively in fast-paced, high-pressure environments.
• Ability to work independently and manage time effectively, demonstrating accountability for completing tasks on time.
• Excellent problem-solving skills and the ability to lead a team through technical challenges.
• Strong communication skills, both written and verbal, and the ability to work with multiple departments to meet operational goals.
• Valid driver’s license with an acceptable driving record.
• Ability to meet deadlines and prioritize tasks in a fast-paced environment.

PHYSICAL DEMANDS

• Ability to walk, stand, sit, kneel, climb, and drive.
• Good vision (close, distant, color, depth perception) and hearing.
• Ability to use hands for grasping, holding, and pressing.

WORKING CONDITIONS

• Full-time, exempt position.
• On-call stand-by availability is required.
• Work environment includes office settings and field locations with required travel.
• Subject to periodic background checks.

USE OF COMPANY RESOURCES, EQUIPMENT, AND CONFIDENTIAL INFORMATION

Employees are provided with company resources, equipment, and information to facilitate their work. These resources may not be used for purposes other than work without proper authorization. Any unauthorized use of company resources, equipment, or information is strictly prohibited. Additionally, any unauthorized use of customer data or any other company information obtained via company resources constitutes a breach of confidentiality and is also strictly prohibited. Unauthorized use of company resources, equipment, and/or breaches of confidentiality may result in termination of employment.

The statements herein are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all required responsibilities, duties, and skills.