Field Supervisor, Installation & Repair

RTC Communications•Montgomery, IN

4d•Onsite

About The Position

The Field Supervisor coordinates the daily field activities of RTC Communications’ Installation and Repair technicians while continuing to perform installations, troubleshooting, 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 the team’s daily 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 position supports fiber construction and service work by aligning technician resources with priorities, communicating field conditions, monitoring progress and workmanship, coaching technicians, and coordinating with other departments. The employee must travel to customer premises and RTC work locations and follow RTC customer-service practices, field procedures, and safety requirements. RTC Communications serves Southern Indiana, including Daviess, Martin, and Lawrence counties, and provides communications, entertainment, technology, broadband, voice, data networking, and security products and services. 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.
Demonstrated ability to coordinate field work, communicate priorities, and provide technical guidance to coworkers.
A valid driver’s license and eligibility for coverage under RTC’s vehicle insurance are required.
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 and 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 with customers and coworkers, and address service concerns courteously and with ownership.
Ability to recognize field safety risks, reinforce safe work practices, and promptly communicate or escalate hazards and incidents.
Sound technical judgment and the ability to troubleshoot complex issues, coach others through problem-solving, and know when to seek additional support.
Ability to lead peers respectfully, support accountability, maintain a collaborative team environment, and remain an active field technician.
Working knowledge of RTC products, services, equipment, facilities, policies, and established work processes, or the 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.
Ability to obtain required certifications and complete RTC or vendor training.
Ability to travel to customer premises and RTC work locations and follow RTC customer-service practices, field procedures, and safety requirements.

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.
At least three years of progressive experience in broadband installation and repair, FTTP facilities, and customer-premises equipment is preferred.

Responsibilities

Coordinate I&R technicians’ daily workload, clarify priorities, communicate assignments, and adjust field coverage as customer needs, outages, and work conditions change.
Perform customer installations, repairs, troubleshooting, and maintenance alongside the team, providing hands-on field leadership.
Coordinate I&R work supporting fiber construction by reviewing work locations and staking information, aligning technician resources with construction priorities, and communicating field conditions or conflicts to appropriate teams.
Apply technical knowledge of fiber-optic 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 work progress and workmanship, help technicians resolve technical questions, reinforce proper procedures, and identify issues requiring escalation or follow-up.
Clearly communicate daily priorities, changes, safety concerns, customer-impacting issues, and resource needs to technicians, management, and affected departments.
Coach and instruct technicians and share on-the-job knowledge to encourage accountability, teamwork, and continued technical development.
Model customer-service standards by listening to concerns, explaining work clearly, protecting customer property, and promptly resolving or escalating service issues.
Promote and enforce safe field work practices, pause or escalate work when conditions present 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 concise status, completion, and follow-up information.
Identify opportunities to improve field coordination, service quality, productivity, and the customer experience; perform related duties as assigned.