Install & Repair Manager. Prime Fiber

Prime Communications Wireless Services•Pine Manor, FL

15h•Hybrid

About The Position

In this role, you will be responsible for overseeing the installation and repair operations, ensuring the highest standards of service quality and customer satisfaction. You will manage a team of field technicians, optimize operational efficiency, and ensure that all installations and repairs are completed in a timely, safe, and effective manner.

Requirements

Minimum of 3-5 years of experience in a technical role related to installation and repair, with at least 2 years in a leadership or managerial position.
Demonstrated leadership, communication, and team-building skills.
Proficient in using ticketing systems, routing/scheduling software, and Microsoft Office.
Experience with managing contractors and third-party vendors.
Strong leadership and management skills with the ability to motivate and guide a diverse team.
Excellent problem-solving, troubleshooting, and decision-making abilities.
In-depth knowledge of broadband technologies, installation procedures, and repair processes.
Strong knowledge of fiber optic technology, splicing, OTDR testing, GPON/Active Ethernet systems, and IP networking.
Strong organizational skills and the ability to prioritize tasks effectively.
Exceptional communication and interpersonal skills.
Ability to manage performance, develop team members, and provide constructive feedback.
Knowledge of safety protocols and compliance regulations within the installation and repair field.

Nice To Haves

Associates or Bachelor's degree in Business Administration, Operations Management, Telecommunications, or a related field.
Experience in the telecommunications or ISP industry.

Responsibilities

Lead, supervise, and motivate a team of installation and repair technicians.
Conduct hiring, training, and ongoing development to ensure the team remains skilled and knowledgeable in the latest technologies and best practices.
Establish performance goals for the team and track individual and team performance.
Manage scheduling and staffing to ensure the appropriate number of technicians are available for installations and repairs.
Oversee all installation and repair activities to ensure timely, high-quality service delivery.
Coordinate and prioritize service requests, assigning tasks to technicians based on skills, workload, and urgency.
Monitor the completion of installations and repairs, ensuring all work is done in compliance with company standards and customer specifications.
Troubleshoot complex installation and repair issues and provide guidance to technicians when needed.
Ensure all customer-facing installation and repair services meet or exceed customer expectations.
Resolve customer complaints related to installation and repair issues in a prompt and professional manner.
Collaborate with customer support teams to ensure seamless communication between departments and provide quick resolutions to service issues.
Maintain a high level of customer satisfaction and service quality through regular feedback and follow-up.
Analyze operational data and key performance indicators (KPIs) to identify opportunities for process improvements and cost reductions.
Implement best practices for streamlining installations and repairs while maintaining quality standards.
Develop and maintain workflows and standard operating procedures for the installation and repair processes.
Track inventory of materials, tools, and equipment needed for field technicians, ensuring adequate stock and minimizing equipment downtime.
Ensure all installations and repairs comply with safety standards, industry regulations, and internal company policies.
Perform regular safety audits and training for the installation and repair team to ensure safe working practices are followed.
Oversee proper handling and disposal of materials and equipment, adhering to environmental and regulatory guidelines.
Generate regular reports on team performance, service delivery times, issue resolution, and customer satisfaction.
Ensure accurate documentation of all service orders, completed work, and customer interactions.
Provide feedback and recommendations to senior management on improving service delivery and operational processes.