Cable Supervisor

About the role

Lead and manage a team of field technicians to ensure efficient and high-quality service delivery in fulfillment operations. Act as a liaison between technicians and management to optimize field operations and customer satisfaction.

Responsibilities

• Allocate work, manage daily schedules, and supervise a team of up to 15 field technicians to execute fulfillment operations.
• Conduct quality checks and job site observations to ensure adherence to client standards.
• Perform truck inspections and ensure proper maintenance of company vehicles, equipment, and tools.
• Address and resolve customer escalations and complaints to ensure client and customer satisfaction.
• Implement safety protocols and ensure compliance among team members.
• Provide ongoing training and development for technicians; coordinate with Training Instructor for skill improvement.
• Participate in performance evaluations and disciplinary actions as needed to promote a positive work environment.
• Collaborate with managers to achieve operational goals and KPIs, contributing to efficiency in operations.
• Coordinate with QA representatives to implement targeted improvements in work standards, training, and skill development.

Key Performance Indicators

• Operational efficiency and productivity metrics (On Time Arrival, Job Completion Rate, Technician NPS, First Time Right, Home Health Check, Meter Usage, Repeat Service Calls, Quality Control Pass Rate).
• Customer satisfaction scores and Net Promoter Score (NPS).
• Employee engagement and retention rates.
• Safety compliance records.

Requirements

• Associate’s degree in a technical field or equivalent qualification.
• Technical certifications relevant to the telecom and broadband industry.
• 3 to 5 years of experience as a technician in telecom or broadband field operations, with at least 1 year of supervisory experience.
• Experience in carrying out technical services in the telecom or related industries.
• Practical understanding of technical services in the telecom and broadband industry.
• Experience in work allocation and monitoring for customer-facing operations.
• Understanding of customer service principles and practices.

Skills

• Workforce management and field operations skills, with a focus on customer-facing work execution.
• Excellent problem-solving and decision-making abilities.
• Effective communication skills with both team members and clients.

Physical Requirements

• Ability to stand, walk, and sit.
• Ability to use hands to handle or feet to operate controls.
• Ability to reach with hands and arms.
• Ability to climb and balance.
• Ability to stoop, kneel, crouch, bend, and crawl.
• Ability to lift up to 75 lbs.
• Ability to maintain all safety expectations.

Safety Requirements

This is a safety-sensitive position. The employee must:

• Follow all required safety protocols and procedures.
• Use appropriate personal protective equipment (PPE).
• Operate vehicles and equipment safely.
• Maintain valid certifications and licenses as required.
• Participate in mandatory safety training and meetings.
• Report unsafe conditions or practices.
• Pass required drug and alcohol screening.
• Maintain physical capabilities necessary to perform essential job functions safely.