Technical Operations Supervisor

Job Title: Technical Operations Supervisor

Reports to: Technical Operations Manager

FLSA Status: Exempt

Department: Operations

Location: Jacksonville

About our company

Blue Stream Fiber provides all customers, including residents, HOAs, COAs, developers, and businesses with the most advanced broadband, television, and voice products all over 100% gigabit-capable networks. With a 45-year history of providing customers with local and high-touch customer service and world-class future-proof technology, Blue Stream Fiber has become a trusted telecommunications partner throughout Florida.

Our Mission Statement:

We earn the trust of communities to provide their essential connection to the world, Internet Service. Using our service will improve our customers’ daily experience, because for once, they will have Internet, TV and Phone that just works right every day and is backed by a team that cares.

Our Vision Statement:

To push the bar higher each day, to never stop listening to our customers and to provide a service that is clearly better than anyone else.

Why work for us:

• Industry leader for over 45 years.
• Great culture and support team.
• Dynamic and collaborative team environment.
• Eligibility to enroll in medical benefits after one month, as well as 401K plan.
• PTO & Paid Holidays.
• Strong company commitment to community outreach initiatives.
• Recipient of multiple industry awards, including Best Places to Work, Innovation, Leadership and Readers’ choice.

About the role:

The Technical Operations Supervisor is responsible for overseeing the completion of all Technical-related network issues, on time and within budget; as well as to effectively coordinating with other functional areas affecting the Customer Service of subscribers, such that standards of performance are achieved.

Responsibilities for this role:

70% Field

30% administrative

• Manage the installation experience for each homeowner association (HOA) starting with the Tail Gate with Business Partners on Launch properties, development of a customized and documented installation standard for each HOA, training the team and working with QC department on monitoring to ensure installation and customer journey compliance.
• Manage Blue Stream Fiber Technicians and BPs to install and service customers and ensure that technicians and Business Partner have the proper tools and equipment necessary to perform their task consistent with company values and standards.
• Hold weekly team huddles, focus on reviewing weekly KPI data, capture information of known issues, and team suggestions, conduct short training sessions.
• Tier 1 escalations Assist Account Managers and document findings.
• On site support for customers who have 3 or more TC’s within 90 days to ensure resolution.
• Daily Time Sheet verification and time off approval, focus: on reducing overtime.
• Responsible for the hiring, development, supervision, training, and support of local BSF Technicians including up-to-date training on new technologies and Blue Stream products and services.
• Providing technical direction for video, HSD, TiVo IP, and telephone operations to the highest possible quality of service is maintained.
• Perform all assigned duties in compliance to company policies, specifications and those applicable to the requirements of OSHA, FCC, NEC, and local ordinances.
• Responsible for the “Quality Control” inspections of in-house and contract installation and service work.
• Responsible for after-hour’s customer service issues including stand-by scheduling and staffing.
• Providing technical support to other departments including account management, marketing, customer service and construction. Providing effective and immediate communications whenever customer service is interrupted.
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, always.
• Performing any miscellaneous department duties as needed.

Requirements for this role:

• Must have a valid driver's license.
• Ability to direct, evaluate, and motivate subordinates.
• Excellent customer service skills. Strong team building and motivational skills. Strong organizational, analytical, oral, and written communications skills.
• Knowledge of appropriate testing equipment (e.g., signal level meters, PON meter, TDR’s, OTDR, Fusion Splicer, cable line toners, ohm meters, CLI detection meters, etc.)
• Advance knowledge of CATV s Must have well developed organizational skills and the ability to handle multiple duties and priorities simultaneously in a fast-paced environment.
• Ability to maintain a company-wide, professional attitude and appearance always.
• A thorough understanding of company policies to ensure compliance and consistent application.
• Up-to-date knowledge of technological developments within the industry.
• Able to identify and solve problems efficiently and creatively, taking the initiative to develop new solutions when warranted.
• Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality.
• Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict.

Blue Stream Fiber is an affirmative action and equal opportunity employer, our team has a wide range of backgrounds and experiences, and we value:

• Accountability
• Innovation
• Teamwork
• Diversity & Inclusion
• Dependability
• Integrity

We welcome new perspectives and affirm that all employment decisions are made without regard to race, color, ancestry, religion, national origin, age, familial or marital state, sex, sexual orientation, disability, veteran status, or any other classification protected by federal, state, or local law.