Installation and Repair Manager

Essential Duties and Responsibilities

The Telecommunications Installation and Repair Manager provides strategic direction and hands-on leadership to a field-based workforce supporting residential and business service installations, service assurance, and outside plant maintenance. This role is responsible for driving operational excellence by developing technician capability, establishing clear performance expectations, and ensuring the safe, timely, and reliable delivery of voice, data, and broadband services.

Key Tasks and Service Compliance 40%

• Plans and coordinates daily field operations for new installations, service upgrades, and repairs across fiber, copper and fixed wireless. 
• Provides guidance and direction to a team of technicians, in resource management for productivity, meeting customer commitments, reviewing all service orders to ensure accuracy and completeness. This includes verifying that labor time is recorded correctly, materials and resources are properly documented and charged, and all applicable organizational procedures, standards, and processes are followed in accordance with established guidelines. Guides and supports best practices in troubleshooting distribution, verifying light levels, cleaning connectors, and confirming ONT and battery status. Perform copper pair diagnostics to confirm line integrity, detect corrosion, and maintain stable DSL synchronization.
• Sets standards and performance optimization across home networks, Wi-Fi networks, and Wireless devices, ensuring customers' experience is optimized for performance and reliability.
• Ensures, trains and supports technicians in Voice‑over‑IP phone systems to provide reliable call quality and connectivity. Ensure proper troubleshooting procedures are followed and ensures the communication infrastructure meets organizational standards and service expectations.
• Provides technical training and documentation that fosters a continuous learning environment and provides opportunities for self-development. 
• Supports sales team across business services and deployments. Assists with business network review, wiring certifications, product design and layouts, and ensures customer quotes are accurate and processed in a timely manner. 

Supervision- 60%

• Responsible for performance management, team evaluations, coaching, mentoring, skill assessment, safety compliance, and a strong focus towards meeting company objectives.
• Proven ability to lead, supervise and develop technical field teams. 
• Ability to set priorities, expectations, and operational goals. 
• Actively participates in the performance management process, which includes goal setting and identifying opportunities to learn, develop and/or improve skills. Proactively follows through meeting performance objectives and expectations. Cooperates with others to achieve shared objectives.
• Demonstrates a positive attitude in daily interactions. Encourages positive relationships among the staff and promotes a positive and productive work environment 
• Approves PTO and other time off requests. Ensures adequate staffing needs are met.
• Ensures that all job functions and procedures are documented and updated as needed. 

Minimum Qualifications

• Must have supervisory experience and a minimum of 5 years of telephone and broadband installation and repair, and plant maintenance of copper and fiber facilities. 
• Requires a valid state driver’s license and the ability to maintain a valid license.

Preferred Qualifications

• Experience with voice, internet, broadband, and outside plant engineering and construction.
• Experience with GIS systems, NISC software, and Calix software and access systems.