Position Purpose/Summary

The Central Office Supervisor is committed to providing the highest quality of service to the communities, customers, and employees we serve by ensuring their team is fully prepared, trained, and able to maintain all aspects of FTTH, ILEC, CLEC and CATV services perform at their highest level. This includes monitoring network performance, managing network upgrades, regulatory reporting of outages and 911 impacts, and supporting new market build outs. Additionally, manage employee performance, maintain on-call scheduling, audit and approve weekly time reporting and conduct annual evaluations.

Primary Duties & Responsibilities

1. Develop and drive training requirement for CO Technicians and CO Engineers 
2. Responsible for overseeing the completion of admin orders.
3. Works with non-direct reports and non-peer managers in managing remote work support.
4. Serve as the escalation contact for central office issues, incidents, and outages
5. Review central office incidents to determine if process and/or procedure updates are required
6. Drive support to maintain network documentation including as-builts for new central office builds
7. Manage fleet vehicles and driver DOT requirements
8. Request vendor quotes, creating purchase order (PO) requests, PO receiving and PO close out.
9. Manage system level equipment hardware and software upgrades
10. Oversee and manage hourly and salary-based employees, technician on-call scheduling.
11. Hire, motivate, and lead a high-performing team through coaching, top-tier talent retention, and directed recruiting efforts.
12. Supervises staff, including training, providing work direction, problem-solving assistance, reviewing performance, recommending salary increases, promotions, transfers, demotions, or terminations.
13. Performing all other duties and responsibilities as assigned.

Knowledge, Abilities, & Skills for Success

1. Effectively communicate in a positive and professional manner through written and verbal communications in all interfaces with customers/public, fellow employees, and vendors.
2. Ability to use appropriate computer programs (including, but not limited to, Microsoft Office Suite) which includes having proficient computer skills and the ability to adapt and learn as programs and processes change.
3. Knowledge of equipment and power plant installation to manage 3rd party installation vendors
4. Knowledge of 48-volt inverter systems, 48-volt battery plants; flooded and VRLA
5. Knowledge of CATV, CATV headend, over-the-air channel reception and rebroadcast, along with satellite antenna systems
6. Ability to embrace change in the workplace while encouraging others to seek innovative approaches.
7. Knowledge of standby generator, HVAC systems, fire control and HALON systems.
8. Knowledge of central office DC power plants and inverter systems
9. Knowledge of and the ability to comply with Company’s Customer Proprietary Network Information (CPNI) regulations and procedures.
10. Ability to work a flexible work schedule, as needed, to best serve our customers.
11. Knowledge of BTI optical transport platform
12. Knowledge of telco MDF, copper cross-connects, patch panels, POTS and T1 testing
13. Knowledge of fiber patch panels, cross-connects and optical testing
14. Knowledge of managing and maintaining equipment sparing, site security
15. Knowledge of handheld optical test equipment
16. Knowledge of OSHA and employee safety programs

Qualifications

At a minimum, the Central Office Supervisor must have a high school diploma, or equivalent, along with 6 years of relevant experience and a valid driver’s license. Experience with NetSuite, hourly project time reporting and approval, departmental budgeting and annual budgeting process. Experience with 911 requirements within ILEC and CLEC environments along with 911 outage and impairment reporting, switch translations and 911 call routing. Experience with Calix C7 and E7 FTTH hardware and topologies, Meta-Switch as an ILEC, CLEC and hosted PBX. Experience with ADTRAN for POTS and DSL services. Experience with switch translations and 911 call routing. 5 years of telecommunications experience is preferred.

Physical Demands 

Select one the following for the each of the items listed below:

• N (Not Applicable) – Activity is not applicable to this occupation.
• O (Occasionally) – Occupation requires this activity up to 33% of the time or 0 – 2.5 hours/day.
• F (Frequently) – Occupation requires this activity from 33%–66% of the time or 2.5–5.5 hours/day.
• C (Constantly) – Occupation requires this activity more than 66% of the time or 5.5 hours/day.

Standing N☐ O☒ F☐ C☐

Walking N☐ O☒ F☐ C☐

Sitting N☐ O☐ F☒ C☐

Reach Outward N☐ O☒ F☐ C☐

 Reach Above Shoulder N☐ O☒ F☐ C☐

Climbing N☒ O☐ F☐ C☐

Crawling N☒ O☐ F☐ C☐

Squatting/Kneeling N☐ O☒ F☐ C☐

Bending N☐ O☒ F☐ C☐

Keyboarding N☐ O☐ F☐ C☒

Driving N☐ O☒ F☐ C☐

Hearing N☐ O☐ F☐ C☒

Perceiving N☐ O☐ F☐ C☒

Communicating N☐ O☐ F☐ C☒

Distinguish Colors N☐ O☐ F☐ C☒

Outdoor Climate N☒ O☐ F☐ C☐

Various Terrain N☒ O☐ F☐ C☐

Cramped Workspace N☒ O☐ F☐ C☐

Lift/Carry:

Up to 10 lbs N☐ O☒ F☐ C☐

Up to 20 lbs N☐ O☒ F☐ C☐

Up to 50 lbs N☒ O☐ F☐ C☐

Up to 75 lbs N☒ O☐ F☐ C☐

 Up to 100 lbs N☒ O☐ F☐ C☐

100 lbs N☒ O☐ F☐ C☐

Push/Pull:

Up to 10 lbs N☐ O☒ F☐ C☐

Up to 20 lbs N☐ O☒ F☐ C☐

Up to 50 lbs N☒ O☐ F☐ C☐

Up to 75 lbs N☒ O☐ F☐ C☐

 Up to 100 lbs N☒ O☐ F☐ C☐

100 lbs N☒ O☐ F☐ C☐