Broadband Supervisor

About the role

This supervisory position is expected to coach, lead, and develop a group of Technicians in achieving performance and quality objectives associated with our client’s standards and goals. As a member of this team, you will supervise 15-18 Fiber Technicians who will engage in the installation, rearrangement, removal, and/or repair of fiber, COAX & station inside wiring terminations in connection with our client’s Ultra-High-Speed DSL & Video service. You may also be responsible for managing the installation, repair, and testing of network terminating equipment at the customer premise.

Responsibilities

• Coach/mentor technicians on the changing competitive environment, new technical practices, and customer contact skills.
• Performs performance evaluations in a timely manner and conducted fairly, consistently and objectively.
• Evaluate performance through the use of quality and safety observations and field exercises.
• Schedule workforce appropriate to workload and analyze previous workload trends to make necessary adjustments.
• Maintain daily crew activities and productivity reports to manager.
• Develop and administer attendance policy.
• Accumulate documents for weekly reporting including timesheet approval in Virtual ITC (“VITC”) and client’s external reporting requirements.
• Consult on fiber projects ensuring the smoothest project flow; provide project problem solving assistance.
• Conduct training with technicians as necessary; verify personnel’s understanding of installation/splicing procedures.
• Follow all OSHA rules and regulations and ensure all fiber technicians are instructed in safe practices.
• Follow Workers Comp and damage processes and guidelines set up by ITC management.
• Manage customer escalations and interact with other work groups to ensure the timely resolution of service issues.
• Lead service improvement teams as assigned.

Requirements

• Must possess strong performance, management, and communication skills in order to deliver a consistent message of performance expectations.
• Must be in good standing (no formal warnings) for the past 6 months.
• Must have record of performing consistently above expectations on metrics and KPI's.

Qualifications

• Must have at least five years of experience in field.
• Must have at least 6 months of recent experience working directly with Fiber Technology.
• Must have solid knowledge of Fiber and Broadband (DSL/Video) Installation, Map & Print Reading, Fiber Splicing, Cable Locating, electrical codes and standards relative to residential or commercial communications.
• Must have solid knowledge of home construction and the installation of communications systems.

Skills

• Critical thinking and problem-solving skills.
• Strong planning and organizational skills.
• Ability to make decisions in a timely manner.
• Conflict Management.
• Excellent interpersonal and written communication skills.
• Adaptability, initiative and problem-solving capability.
• Ability to delegate tasks and manage conflict in a professional manner.

Benefits

Due to the nature of ITC’s business, its clients and other needs, the employment relationship is, and is intended to be, “At Will.” This job description does not constitute an employment agreement between ITC and employee. By no means is this job description inclusive of all duties; in that employee will be required to perform all duties as directed by his or her supervisor. This job description is subject to change by ITC as the needs of ITC and requirements of the job change.

Pay

N/A

Schedule

N/A