Supervisor, Technical Field Operations

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.