SUPERVISOR, COMMERCIAL OPERATIONS

Summit Broadband is a leading fiber-optics telecommunications provider in Central and Southwest Florida, providing voice, video, data, and high-speed internet services to commercial and residential customers.
We are an organization that value’s each employee’s contributions and encourages everyone to share their ideas.
Standing out in the industry by providing superior products and exceptional customer service, this growing and dynamic high-tech company is seeking a Commercial Operations Supervisor to join our team.
Job Title: Commercial Operation Supervisor Report to: Senior Manager, Commercial Operations Status: Full Time/Non-Exempt Location: Southwest Florida Position Summary: The Commercial Operations Supervisor must have very strong customer service skills and exceptionally strong technical skills working with customer CPE, a variety of network and access equipment devices, as well as designs and configurations.
The employee will coordinate the daily workload for a team of technicians and support them throughout the day.
This individual will be responsible for supervising all customer installation, maintenance and updates in the commercial, business and VIP residential product suite in addition to the installation and maintenance of Network equipment and sites in the Southwest Florida region.
They must be able to provide leadership, strategic direction, and effective coordination in order to ensure Customer satisfaction Essential Duties and Responsibilities: Work closely with Commercial Operations leaders to increase efficiencies that improve the customer experience and increase technician productivity.
Work cross functionally with leaders across the organization to establish common practices.
Provide critical reporting on a daily, weekly, monthly basis and continually drive process improvements Responsible for directing, managing, and coordinating job scheduling and process improvement initiatives.
Responsible for directing, managing, and coordinating job scheduling and process improvement initiatives Ensuring that dispatch personnel provide high-quality, consistent day-of-job support to in-house field.
Ensure all work orders are properly assigned, routed and closed out in the workforce management tool.
Develops and executes performance metrics that drive dispatch and tech productivity to ensure a high level of customer service and satisfaction.
Lead a diverse workforce focused on providing daily support and supervising in-technicians performing the following duties: Maintains Telecommunications and network systems, including phone systems, network nodes, terminals and network systems (both infrastructure as well as customer-facing).
This includes maintenance, operation and provisioning of the following: HFC proof of performance testing CLI testing/repair VoIP, both internal and third-party VoIP services TDM, both internal and third party TDM services SIP, both internal and third-party SIP services Star2Star Telephone system support IPTV, where applicable Distribution construction, preventative, and demand maintenance.
Conduct system tests such as signal/noise, MER, BER, optical power and signal level.
Troubleshooting and restoration of service; service calls.
Configuration of multiple types of networks and access network equipment.
Monitors and understands network capacity components including ports, transport circuits and bundles.
Acts as level two technical support and “smart hands” for the Network Engineers in the IP and MPLS team, serving as technical support to the Network Operations Center (NOC).
Acts as “smart hands” for break/fix as well as optimization activities for network facing events.
Ability to clearly document, update and read/follow the Electronic Network Ticket Management system.
Other duties as assigned including non-technical and administrative/project management duties Required Skills & Qualifications: At least five years CATV experience as a network/line technician Two years supervisory experience in a similar environment.
Excellent interpersonal skills to effectively deal with all levels of the organization.
Detail oriented with strong organizational and time management skills to effectively accomplish position requirements in an orderly, expedient manner.
Demonstrates the ability to follow-up on projects and tasks.
Must have a valid driver’s license and clean driving record and must be able to pass a criminal background and drug test.
HFC proof of performance testing CLI testing and repair Configuring – Physical configuration of CPE equipment as well as some network access equipment Provisioning – Assist NOC and Network Engineers in provisioning circuits for both network and customer configurations Installations – Act as the lead on network equipment installation and augmentation, as well as on OSP installations of CPE equipment Test and Turn Ups – Work with NOC, Network Engineers and Customer IT vendors to test and turn up circuits.
Familiar with OSHA, NESC and NEC requirements Climb ladders and bucket trucks, as determined by the systems requirements Lift and carry loads of 70 lbs.
or more Work while standing 50 -70% of the time Work near power lines and electricity Remain in a state of readiness to handle call issues when on call.
Readiness includes being in local market, be in a state of mind to perform service and having company provided communications equipment ready to receive calls.
Flexibility to work mandatory overtime in order to meet business needs.
Must be able to pass MVR/Background/Drug Test Education / Certification: Completion of a college program related to CATV or a combination of college, correspondence or industry courses related to CATV or equivalent experience is essential Bachelor’s degree in technical area - engineering or computer science preferred CCNA or JNCIA desired Summit Broadband is a life-line service provider, and this position is classified as essential.
Coverage, above and beyond normal working hours; before, during and after inclement weather events, including hurricanes, may be required.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities and activities may change at any time with or without notice.
Summit Broadband is a drug free workplace.
Summit Broadband, Inc.
is an Equal Opportunity Employer.
The Company participates in the E-Verify program.