We all want to win for our customers. Each employee is a part of what makes us unique on the market: agile and dedicated. 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. 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.



# 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 WORK EXPERIENCE Knowledge of all field processes 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. Strong coaching mindset, with the ability to adapt to the learners with varying tenure and competency levels Team management skills which focus on fostering a culture of collaboration, employee engagement, and achieving departmental results. Frequently required to lift up to 70 lbs and work on fibreglass extension ladders, operate hand and power tools and electronic test equipment.

At Cogeco, diversity is an essential asset to our organization’s performance. 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. From career 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 inclusion@cogeco.

📌 Supervisor, Operations - 2nd Shift (Windsor)
🏢 Cogeco Connexion
📍 Windsor