Cable Supervisor

ITG Communications, LLC; Omaha (NE); On-site; USD 60,000 - 90,000; Full time

Job summary

ITG Communications, LLC is seeking an experienced Field Operations Supervisor to lead a team of field technicians in fulfilment operations. You will allocate workloads, monitor daily schedules, and supervise up to 15 technicians to meet client standards and service levels.

You will conduct quality checks, perform vehicle inspections, and handle customer escalations while enforcing safety protocols. The role requires coaching, performance reviews, and collaboration with QA to raise work standards.

Qualifications

• 3 to 5 years of experience as a technician in telecom or broadband field operations with 1 year of supervisory experience.
• Experience in carrying out technical services in the telecom or related industries.
• Associate’s degree or technical certifications in telecom/broadband fields.

Responsibilities

• Allocate work, manage daily schedules and supervise a team of up to 15 field technicians to execute the ITG fulfillment operations work.
• Conduct quality checks and job site observations to ensure adherence to client standards.
• Perform truck inspections and ensure proper maintenance of company vehicles, equipment, tools.
• Address and resolve customer escalations and complaints to ensure client satisfaction.
• Implement safety protocols and ensure compliance among team members.
• Provide ongoing training and development for technicians, coordinate with Training Instructor for training.
• Participate in performance evaluations and disciplinary actions as needed.
• Collaborate with managers to achieve operational goals and KPIs and contribute to efficiency.
• Coordinate with QA representatives to implement targeted improvement in work standards, training and skill development.

Skills

Team supervision

Quality checks

Customer communication

Education

Associate’s degree in technical field or equivalent qualification

Technical certifications relevant to telecom / broadband

Job description

Job Description

Responsible for leading and managing a team of field technicians to ensure efficient and high-quality service delivery in fulfilment operations. Act as a liaison between technicians and management to optimize field operations and customer satisfaction.

Responsibilities

Key Responsibilities

• Allocate work, manage daily schedules and supervise a team of up to 15 field technicians to execute the ITG fulfillment operations work.


• Conduct quality checks and job site observations to ensure adherence to client standards.


• Perform truck inspections and ensure proper maintenance of company vehicles, equipment, tools.


• Address and resolve customer escalations and complaints with the objective of resolving issues at the earliest opportunity to ensure client and customer satisfaction.


• Implement safety protocols and ensure compliance among team members.


• Provide ongoing training and development for technicians, coordinate with Training Instructor for training and skill improvement.


• Participate in performance evaluations and disciplinary actions as needed to promote positive work environment.


• Collaborate with managers to achieve operational goals and KPIs and contribute to efficiency in operations.


• Coordinate with QA representatives to implement targeted improvement in work standards, training and skill development.

Key Measures / Key Performance Indicators

• Operational efficiency and productivity metrics (On Time Arrival, Job Completion Rate, Technician NPS (TNPS), First Time Right (FTR), Home Health Check (HHC), Meter Usage, Educate technicians on how to minimize Repeat Service Calls, Quality Control Pass Rate, etc


• Customer satisfaction scores, Net Promoter Score (NPS)


• Employee engagement and retention rates


• Safety compliance records

Requirements

Education: Associate’s degree in technical field or equivalent qualification. Technical certifications relevant to the telecom and broadband industry.

Experience

• 3 to 5 years of experience as a technician in telecom or broadband field operations with 1 year of supervisory experience.


• Experience in carrying out technical services in the telecom or related industries

Exposure

• Practical understanding of technical services in telecom and broadband industry.


• Experience in work allocation and monitoring for customer facing operations.


• Understanding of customer service principles, practices.

Factors critical to success at ITG Communications for this position:

• Workforce management and field operations skills, with a focus on customer facing work execution


• Excellent problem-solving and decision-making abilities


• Effective communication skills with both team members and clients

Physical Requirements

• Ability to stand, walk, and sit


• Ability to use hands to handle or feet


• Ability to reach with hands and arms


• Ability to climb and balance


• Ability to stoop, kneel, crouch, bend and crawl


• Ability to lift up to 75 lbs


• Ability to maintain all safety expectations

Please Note

This is a safety-sensitive position. The employee has responsibility for their own safety and the safety of others. The employee must be able to perform all duties in accordance with safety regulations, company policies, and client requirements. This includes but is not limited to:

• Following all required safety protocols and procedures


• Using appropriate personal protective equipment (PPE)


• Operating vehicles and equipment safely


• Maintaining valid certifications and licenses as required


• Participating in mandatory safety training and meetings


• Reporting unsafe conditions or practices


• Passing required drug and alcohol screening


• Maintaining physical capabilities necessary to perform essential job functions safely

Failure to meet these safety requirements may result in disciplinary action up to and including termination of employment.

Additional Comments

ITG is an equal employment opportunity employer. ITG’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. ITG also prohibits harassment of applicants or employees based on any of these protected categories. It is also ITG’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.