Cui-Technician Ops Supervisor

JHB-CUI•Nashville, TN

5d•Onsite

About The Position

CUI is seeking an Technical Operations Supervisor to lead our growing Small & Medium Business (SMB) operations while overseeing Repair & Maintenance (R&M) service delivery. This role is responsible for managing customer requests from initial survey through project completion, ensuring service level agreements (SLAs) are consistently met, maintaining high-quality standards, and supporting the continued growth of a business segment currently generating more than $30,000 in monthly recurring revenue. This is an exciting opportunity for an operations professional who enjoys leading people, improving processes, and creating exceptional customer experiences while helping expand a rapidly growing line of business.

Requirements

Proven leadership experience in telecommunications, construction, fiber, cable, or field service operations.
Experience managing multiple projects, schedules, and customer priorities simultaneously.
Strong understanding of service delivery, operational planning, and customer relationship management.
Ability to manage survey requests, project estimates, and operational workflows.
Excellent communication and organizational skills.
Strong analytical mindset with the ability to make data-driven operational decisions.
Experience coaching and developing high-performing field teams.
Commitment to delivering exceptional customer experiences.

Nice To Haves

3–5 years of experience in telecommunications, fiber, cable, or utility operations.
2+ years of supervisory or management experience.
Experience with Small & Medium Business (SMB) service delivery or commercial telecommunications projects.
Knowledge of Repair & Maintenance operations and SLA management.
Experience performing or overseeing Quality Control inspections.
Technical certifications or telecommunications-related education are a plus.

Responsibilities

Lead SMB Operations: Oversee all Small & Medium Business customer requests from initial survey through project completion. Coordinate site surveys, scope development, estimating, and customer quotations. Ensure all SMB projects are completed accurately, on time, and within established Service Level Agreements (SLAs). Partner with customers, internal departments, and field technicians to deliver exceptional service throughout the project lifecycle. Identify opportunities to improve operational efficiency and support continued revenue growth.
Manage Repair & Maintenance Operations: Oversee daily Repair & Maintenance work orders, ensuring service requests are completed within required 6-48 hour SLA windows. Prioritize workloads and allocate resources to maximize technician productivity and customer satisfaction. Monitor aging work orders and proactively resolve scheduling or operational challenges before SLAs are impacted.
Lead and Develop Field Teams: Supervise, coach, and develop technicians through ongoing performance management and field support. Conduct regular ride-alongs, training, and mentoring to improve technical skills and customer service. Foster a culture of accountability, teamwork, safety, and continuous improvement.
Ensure Quality & Compliance: Perform Quality Control (QC) inspections on completed work to ensure compliance with customer standards and company expectations. Identify trends in workmanship and implement corrective coaching when necessary. Maintain compliance with all company policies, client requirements, and safety regulations.
Drive Operational Performance: Monitor key performance indicators including: SLA compliance, Project completion timelines, Quality Control scores, Customer satisfaction, Technician productivity, Revenue performance. Analyze operational data and implement process improvements that increase efficiency and profitability.
Customer Relationship Management: Serve as the primary operational contact for SMB customers throughout project execution. Resolve customer concerns professionally and proactively. Build lasting customer relationships that encourage repeat business and long-term growth.