Cable Supervisor

Responsible for leading and managing a team of field technicians to ensure efficient and high‑quality service delivery in fulfillment operations. Acts 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 promptly to maintain client and customer satisfaction.
• Implement safety protocols and ensure compliance among team members.
• Provide ongoing training and development for technicians; coordinate with the 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 and contribute to operational efficiency.
• 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 (TNPS), First‑Time‑Right (FTR), Home Health Check (HHC), Meter Usage, Repeat Service Calls, Quality Control Pass Rate, etc.).
• Customer satisfaction scores, 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.
• 3–5 years of experience as a technician in telecom or broadband field operations, including at least 1 year of supervisory experience.
• 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.
• 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, sit, and climb.
• Ability to use hands and feet to handle tools and equipment.
• Ability to reach with hands and arms, stoop, kneel, crouch, bend, and crawl.
• Ability to lift up to 75 lb.
• Ability to maintain all safety expectations.

Safety Requirements

• This is a safety‑sensitive position; the employee is responsible for personal safety and the safety of others.
• Must follow all required safety protocols and procedures and use appropriate personal protective equipment (PPE).
• Must operate vehicles and equipment safely and maintain valid certifications and licenses as required.
• Participation in mandatory safety training and meetings is required.
• Must report unsafe conditions or practices.
• Must pass required drug and alcohol screening.
• Failure to meet safety requirements may result in disciplinary action up to and including termination.