Cable Supervisor

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

Job summary

ITG Communications, LLC in Omaha, Nebraska, seeks an Operations Supervisor to lead a field technician team delivering telecom and broadband services. You will allocate work, supervise up to 15 technicians, and coordinate with management to ensure timely, high-quality fulfilment operations.

Responsibilities include quality checks, safety training, vehicle and equipment maintenance, handling customer escalations, and driving improvements with QA and training teams.

Qualifications

• 3 to 5 years of technician experience in telecom or broadband field operations with 1 year of supervisory experience.
• Experience in carrying out technical services in telecom or related industries.
• Ability to manage field crews and meet KPIs.

Responsibilities

• Allocate work, schedule daily activities, and supervise up to 15 technicians.
• Conduct quality checks and on-site observations to ensure client standards.
• Perform truck inspections and maintain vehicles and tools.
• Address customer escalations to resolve issues promptly and protect satisfaction.
• Implement safety protocols and train staff on safety practices.
• Provide ongoing training and development for technicians, coordinate with Training Instructor.
• Participate in performance evaluations and disciplinary actions as needed.
• Collaborate with managers to achieve KPIs and improve efficiency.
• Coordinate with QA representatives to drive work-standard improvements.

Skills

Workforce management

Field operations

Problem-solving and decision-making

Effective communication

Education

Associate’s degree in technical field

Technical certifications in telecom/broadband

Job description

If you’re ready to be part of a dynamic, innovative, and future-oriented team, then you’ve come to the right place. We’re growing fast, and that growth means ample opportunity for motivated, qualified, and talented professionals just like you.

Purpose:

Responsible for leading and manage 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

• Allocate work, manage daily schedules and supervise a team of up to 15 field technicians to execute the fulfilment 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, 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(not more than 3):

• 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, and 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.

ITG is an equal opportunity employer. We will consider all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws.

Best in class employee training, safety programs and operational initiatives