Installation & Repair (I&R) Manager

NOVOS FiBER • Fort Worth, TX

9d

About The Position

The Installation & Repair (I&R) Manager is responsible for overseeing all customer installations, service repairs, and fiber drops to the home for our Fiber-to-the-Home (FTTH) network. This role ensures high-quality workmanship, efficient scheduling, compliance with safety and technical standards, and an excellent customer experience. The I&R Manager leads field technicians and contractors while coordinating closely with engineering, construction, and customer service teams.

Requirements

• 5+ years of experience in fiber optic installation and repair, preferably FTTH
• Prior leadership or supervisory experience in field operations
• Strong knowledge of fiber drops, splicing, testing, and customer premise equipment (ONTs, routers, Wi-Fi)
• Ability to read and interpret network designs and construction prints
• Valid driver’s license and clean driving record

Nice To Haves

• Experience working in an ISP or municipal broadband environment
• Familiarity with OSS/BSS, work order, or dispatch systems
• Fiber certification
• OSHA safety training

Responsibilities

• Oversee all residential and small business fiber installations, service repairs, and drops to the home
• Manage daily I&R operations to ensure jobs are completed on time, within budget, and to quality standards
• Develop and enforce standard operating procedures (SOPs) for installs, repairs, and drops
• Ensure proper fiber handling, splicing, testing, and documentation practices are followed
• Hire, train, supervise, and evaluate I&R technicians and subcontractors
• Schedule crews effectively to meet demand and service-level expectations
• Provide ongoing technical training and performance coaching
• Promote a strong safety culture and accountability in the field
• Monitor installation and repair quality through audits, inspections, and customer feedback
• Resolve escalated customer issues related to installs, service outages, or workmanship
• Ensure technicians represent the company professionally at customer premises
• Coordinate with construction and engineering teams on drop placement, network readiness, and service activation
• Ensure accurate testing (light levels, OTDR where applicable) and documentation of all work
• Identify recurring issues and recommend improvements to network design or processes
• Ensure compliance with OSHA, local, and company safety standards
• Conduct safety meetings and field inspections
• Ensure proper use and maintenance of tools, vehicles, and equipment
• Track and report key performance indicators (KPIs) such as install intervals, repeat truck rolls, repair times, and first-time completion rates
• Manage inventory related to installs and repairs (ONTs, drops, hardware, tools)
• Assist with budgeting, forecasting, and cost control for I&R operations

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees