Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.

Time Type:

Régulier

Job Description :

POSITION SUMMARY :

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.

KEY RESPONSIBILITIES OF THE SUPERVISOR ROLE:

1. Coaching team members to help develop strengths and improve weaknesses through both ad hoc and set monthly coaching

2. 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

3. Implementing and delivering Performance Improvement, Developmental and disciplinary plans where required

4. Transfers knowledge and insights to their assigned Customer Facing Technicians thus supporting the individual’s technical growth and expertise.

5. Completes Employee Performance Assessments (PA) for all assigned members of their team including writing and delivery

6. 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.

7. Quality checks on completed Install and Service work as required.

8.



Implement and maintain above market average eNPS scores. Identify ways to improve this measure to reduce attrition and improve employee engagement.

9. Must participate in all certification programs as deemed appropriate by Cogeco Connexion.

10. Responsible for the delivery of high Transactional NPS scores through excellent customer service and solutioning

11. Travel within your assigned region

ESSENTIAL QUALIFICATIONS ACADEMIC TRAINING

- High School required, College/University or combination of equivalent education and experience is an asset
- Completion of the Society of Cable Television Engineers endorsed NCTI Broadband Service Technician certification, is preferred.

WORK EXPERIENCE

- Minimum 3 to 5 years of related experience with some leadership responsibilities preferred.
- Telecommunications industry experience is required

SPECIFIC COMPETENCIES

- Detailed knowledge of, and ability to diagnose faults and take corrective action for broadband RF and light is required
- Knowledge of all field processes
- Proficient with all tools and meters (ONX, TDR, Locator, Wifi analyzer, etc,....)
- Basic PC skills including ability to work proficiently with a keyboard, and to handle Google Suite (Sheets, Doc) and Adobe pdf files, and to navigate the internet using a browser, is required.
- Exceptional organizational skills are required.
- 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.
- Valid Ontario Driver’s License
- Robust coaching mindset, with the ability to adapt to the learners with varying tenure and competency levels




- Ability to verbally communicate expectations clearly and provide constructive feedback in a way that fosters employee commitment.
- Team management skills which focus on fostering a culture of collaboration, employee engagement, and achieving departmental results.
- Ability to make decisions with limited knowledge under fast-paced conditions.

PHYSICAL DEMANDS AND VISUAL ACUITY

- Frequently required to lift up to 70 lbs and work on fibreglass extension ladders, operate hand and power tools and electronic test equipment.
- Required to work in all weather conditions

At Cogeco, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. 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.

Location :

Windsor, ON

Company :

Cogeco Connexion Inc

Chez Cogeco, nous savons que des origines, des points de vue et des croyances différentes peuvent apporter une valeur inestimable à notre entreprise. Cette diversité renforce notre capacité à imaginer, à innover et à nous développer en tant qu'entreprise. Nous nous engageons donc à faire tout ce qui est en notre pouvoir pour créer un milieu d'appartenance plus diversifié et inclusif.

En créant une culture où tous nos collègues peuvent donner le meilleur d'eux-mêmes au travail, nous faisons notre part pour construire un lieu de travail et un monde plus équitables. Du développement professionnel à la sécurité personnelle, Cogeco s'efforce constamment de créer un environnement qui accueille et enrichit tout le monde. Nous faisons de la santé et du bien-être de nos collègues l'une de nos plus grandes priorités, car nous savons que des employés engagés et appréciés sont synonymes d'une meilleure expérience globale pour nos clients.

Si vous avez besoin de mesures d'adaptation, quelles qu’elles soient, en ce qui concerne notre processus de recrutement, veuillez nous contacter en toute confidentialité à [email protected]

📌 Supervisor, Field Operations (Windsor)
🏢 Cogeco Connexion
📍 Windsor