Field Supervisor, Installation & Repair

RTC Communications•Montgomery, IN

About The Position

The Field Supervisor coordinates the daily field activities of RTC Communications’ Installation and Repair (I&R) technicians while continuing to perform installations, troubleshooting, repairs, maintenance, and other field work. This field-based working-supervisor role provides hands-on technical leadership, keeps work moving safely and efficiently, and reinforces RTC’s customer-service standards. The supervisor spends substantial time performing I&R work while coordinating daily field activity. The role centers on operational leadership, technical support, communication, customer service, and safety; routine administrative duties remain with management or designated administrative support. The employee must travel to customer premises and RTC work locations and follow RTC’s customer-service practices, field procedures, and safety requirements. RTC Communications serves customers in Daviess, Martin, and Lawrence counties, providing communications, entertainment, and technology products and services, including broadband, internet, data networking, voice solutions, and security products. Its mission is “Seek, Serve, Smile!”

Requirements

At least three years of progressive experience in broadband installation and repair, FTTP facilities, and customer-premises equipment is preferred; equivalent combinations of related experience and training may be considered.
Demonstrated hands-on experience with fiber-optic construction or maintenance, including interpreting staking information and understanding placement, testing, splicing, or related field work.
Ability to coordinate field work, communicate priorities, and provide technical guidance to coworkers.
Strong technical capability in FTTP installation and repair, fiber-optic facilities, fiber construction, splicing and testing, copper and Ethernet systems, and customer-premises equipment.
Ability to read and interpret maps, staking sheets, technical drawings or documents, and equipment instructions relevant to field installation and construction work.
Ability to prioritize and coordinate multiple field assignments, balance customer commitments with construction and repair needs, and respond calmly to changing conditions.
Clear, timely communication skills, including explaining priorities, providing constructive direction, listening to technician concerns, and keeping management and partner departments informed.
Ability to model professional customer service, build trust, and address service concerns courteously and responsibly.
Ability to recognize field safety risks, reinforce safe work practices, and promptly communicate or escalate hazards and incidents.
Sound technical judgment and ability to troubleshoot complex issues, coach others through problem-solving, and seek additional support when needed.
Ability to lead peers respectfully, support accountability, and maintain a collaborative team environment while remaining an active field technician.
Working knowledge of RTC products, services, equipment, facilities, policies, and established work processes, or ability to develop that knowledge promptly.
Ability to use work-related technology and tools, maintain accurate field updates, and complete or support required technical training, including Calix certifications as applicable.
A valid driver’s license and eligibility for coverage under RTC’s vehicle insurance are required.
Ability to travel to customer premises and RTC work locations and follow RTC customer-service practices, field procedures, and safety requirements.
Ability to obtain required certifications and complete RTC or vendor training is expected.

Nice To Haves

Prior working-lead or crew-coordination experience is preferred.
A degree in telecommunications, computer science, computer information systems, or a related field is preferred; equivalent related experience may be considered.
Current Calix or other relevant industry certifications are preferred.

Responsibilities

Coordinate I&R technicians’ daily workload, clarify priorities, communicate assignments, and adjust field coverage as needs and conditions change.
Perform customer installations, repairs, troubleshooting, and maintenance alongside the team.
Coordinate I&R work supporting fiber construction, including reviewing work locations and staking information, aligning resources with construction priorities, and communicating field conditions or conflicts.
Use technical knowledge of fiber facilities, FTTP, splicing and testing, customer-premises equipment, and broadband, internet, data, and voice services to resolve complex problems and support quality work.
Monitor field progress and workmanship, help technicians resolve technical questions, reinforce procedures, and identify issues requiring escalation or follow-up.
Communicate priorities, changes, safety concerns, customer-impacting issues, and resource needs to technicians, management, and affected departments.
Coach and instruct technicians, share knowledge, and encourage accountability, teamwork, and technical development.
Model customer-service practices by listening to concerns, explaining work, protecting customer property, and resolving or escalating service issues promptly.
Promote and enforce safe field practices, pause or escalate work when conditions raise safety concerns, and ensure applicable procedures and equipment are used.
Coordinate with Network Operations, Engineering, Construction, Customer Service, and other departments to support installations, repairs, fiber projects, and timely customer resolution.
Ensure field work and service outcomes are communicated and documented through established processes; provide management with status, completion, and follow-up information.
Identify opportunities to improve field coordination, service quality, productivity, and customer experience; perform related duties as assigned.