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Fiber Network Supervisor

2 months ago

Memphis, Tennessee, United States Tucows Full time
About the Opportunity

The Service Supervisor will lead, train and mentor a team of technicians who will perform the installs and drops required for activation of customers, while maintaining a high standard of customer satisfaction.

Key Responsibilities:
  • Manage and be accountable to predetermined metrics
  • Mentor a team performing local customer drops
  • Ensure availability of install and drop crew is accounted for in workforce management
  • Liaising with other field teams to report drops are ready for installation as scheduled
  • Assisting in scheduling the install and drop crew with workforce management
  • Driving accountability within the drop crew to ensure timely and cost-effective work is performed
  • Ensuring all work orders are completed
  • Providing quick response, communication and resolution of utilities cut in error
  • Inspect and approve vendor invoices related to locate and drop charges
  • Participate in developing and refining MSAs with vendor partners
  • Work with inventory management to ensure the proper inventory levels are on hand or ordered per forecasted production
Requirements:
  • Broad knowledge of network - fiber networks preferred
  • Management of installation and or customer facing crews
  • Ability to establish and maintain effective reporting and metrics
  • Excellent problem solving and decision-making ability
  • Customer service best practices
  • Expectation and performance management
  • Creating effective solutions to advance vendor relationships to partnerships
  • Observant with strong attention to detail
  • Effective verbal and written communication skills
  • Strong integrity with an objective logical approach
  • 3+ years supervising team members and construction vendors connecting and activating internet customers
  • Stellar management of customer facing team members
  • Strong knowledge of FTTx installation and OSP practices
  • Proficient computer skills
  • Strong entrepreneurial spirit
  • Prior experience working with and managing vendors
  • Some travel requirements (up to 10%)