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Brightspeed · IT - Administration

Supervisor, Field Operations

United States, Killeen · Job Posted January 16, 2026

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Job Description

Brightspeed is looking for a Supervisor, Field Operations Support to join our team! This is a mid-level Supervisor position responsible for managing a team of technical call center employees responsible for field technician programming, facility assignment, and service order support. The Supervisor coaches/manages the specific work functions/processes performed by the employees.

Job Responsibility

Handle the daily management and supervision of 15-20 call center employees
Handle escalations from internal departments
Build partner relationship with field support to promote a positive experience for our customers
Maintain production levels by setting goals for team members and actively coaching towards those goals
Provide coaching and counseling via group meetings and individual employee counseling
Seek to continually improve work methods and results individually and for the team
Create a positive work environment

Requirements

Mid-level supervisor typically with 2-5 years of experience
Strong leadership, team building, customer service, analytical, problem solving, conflict resolution and interpersonal skills
Strong Communication Skills (Oral and Written)
Self-empowered and able to act quickly to make critical business decisions
Proficiency with MS Excel, PowerPoint, PowerBi
The ability and desire to quickly understand new technologies/systems and how to best use them for technician support

Nice to have

Previous Martens and/or Ensemble/eShop experience
Previous programming and/or facility assignment experience
Knowledge of outside plant and/or field technician processes
Team building experience
Self-starter that acts beyond specific, explicit job responsibilities and assignments
Able to work under pressure to meet goals and deadlines

What we offer

Competitive compensation and comprehensive benefits
Medical, dental, vision, and life insurance
Employee assistance program
401K plan with company match
Host of voluntary benefits

Brightspeed - All Job Offers

Killeen

Supervisor, Field Operations

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Managing the daily operation of outside and inside plant network services and technicians whose work includes the installation and maintenance of residential, business, central office as well as design services and splicing activities
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Bachelor's degree or equivalent education and experience
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Strong skills and experience in employee development, including training, coaching and mentoring in a union environment
Computer skills are required including Outlook, Excel, Word, and legacy systems
Working knowledge of installation and maintenance of residential and business services, Local Network processes, and a fundamental understanding of services and products offered by Brightspeed
Working knowledge of the splicing and construction process for the telecommunication industry
Working knowledge of Contractor relations
The ability to work in a consultative manner with others, i.e. establish rapport, interview, fact-find, present options, recommend solutions, follow-up and customer focused behavior
The ability to perform work with minimal supervision, prioritize multiple projects and perform under pressure
Experience negotiating timeframes for completion and meeting critical deadlines

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Managing the daily operation of outside and inside plant network services and technicians whose work includes the installation and maintenance of residential, business, central office as well as design services and splicing activities
Serving as the single point of contact between Brightspeed and Contractors to resolve issues arising during the construction and/or maintenance process
A strong emphasis on training, coaching and development of employees with regards to new processes and quality standards, customer contact, safety, expense control and technical skills
Leading a team of technicians who meet attendance and performance standards
Representing Brightspeed with customers and governmental agencies
Collaborating with the union to achieve a win-win working relationship
Celebrating successes, with appropriate use of rewards and recognition
Motivating team for continuous improvement and achievement of maximum performance

What we offer

competitive medical, dental, vision, and life insurance
an employee assistance program
a 401K plan with company match

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Supervisor, Field Operations

Brightspeed is looking for an experienced Supervisor, Field Operations to join o...

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Expiration Date

Until further notice

Requirements

Bachelor's degree or equivalent education and experience
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Strong skills and experience in employee development, including training, coaching and mentoring in a union environment
Computer skills are required including Outlook, Excel, Word, and legacy systems
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Working knowledge of the splicing and construction process for the telecommunication industry
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The ability to work in a consultative manner with others, i.e. establish rapport, interview, fact-find, present options, recommend solutions, follow-up and customer focused behavior
The ability to perform work with minimal supervision, prioritize multiple projects and perform under pressure
Experience negotiating timeframes for completion and meeting critical deadlines

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Managing the daily operation of outside and inside plant network services and technicians whose work includes the installation and maintenance of residential, business, central office as well as design services and splicing activities
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Representing Brightspeed with customers and governmental agencies
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Celebrating successes, with appropriate use of rewards and recognition
Motivating team for continuous improvement and achievement of maximum performance

What we offer

competitive medical, dental, vision, and life insurance
employee assistance program
401K plan with company match
host of voluntary benefits

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