Quality Control & Field Development Specialist

Overview

The Quality Control & Field Development Specialist is responsible for ensuring the highest standards of installation, maintenance, and repair in FTTH (Fiber-to-the-Home) and HFC (Hybrid Fiber-Coaxial) networks. This role focuses on quality assurance, field audits, technician training, and continuous improvement initiatives to enhance network reliability and customer satisfaction. The QC & Trainer will assess technician performance, develop and deliver training programs, and implement best practices to ensure compliance with company and industry standards.

“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:

• A relentless obsession to be the best in our industry
• A winner mentality determined to outsmart and outdo competitors
• A single-minded commitment to unbeatable customer experiences
• An unapologetic passion for innovation and technology
• An uncompromising drive toward continuous improvement
• A steadfast devotion to doing the right thing the right way
• A deep-seated dedication to accountability and ownership

Responsibilities

Quality Control & Compliance:

• Conduct field inspections and audits of FTTH/HFC installations, repairs, and maintenance to ensure compliance with C Spire, industry, and safety standards.
• Perform root cause analysis on service issues, identifying trends and areas for improvement.
• Verify signal levels, fiber splicing, RF performance, drop routing, grounding, bonding, and pole attachments meet specifications.
• Document and report non-compliance issues, recommend corrective actions, and track resolution progress.
• Ensure all work adheres to OSHA, NESC (National Electrical Safety Code), NEC, and company safety guidelines – partner with OSHA Safety Trainer and Manager, Safety.

Technician Training & Development:

• Develop and conduct hands-on training programs for new and existing field technicians on FTTH/HFC installation, troubleshooting, and maintenance.
• Implement on-the-job training (OJT) and mentorship programs to improve technician skills and efficiency.
• Train teams on the proper use of fiber splicing tools, RF meters, fusion splicers, and coaxial testing equipment.
• Provide refresher courses and continuous learning opportunities to keep technicians up to date with new technologies and industry trends.

Process Improvement & Best Practices:

• Collaborate with engineering, network operations, and other field operations teams to refine installation and service procedures.
• Identify and recommend process improvements that enhance efficiency, reduce service call rates, and improve first-time installation success.
• Partner with Training and Development team to assist in the creation of training manuals, video tutorials, and online learning materials.
• Work closely with vendors and manufacturers to introduce new technologies and best practices into field operations.

Customer Experience & Service Excellence:

• Ensure technicians are trained to provide seamless, customer-focused installation and service experience.
• Coach field teams on effective communication techniques with customers regarding service expectations, troubleshooting, and equipment use.
• Monitor and improve customer satisfaction metrics, including Net Promoter Score (NPS), repeat service calls, and first-call resolution rates.

Qualifications

• REQUIRED
  • 5 years of experience in FTTH, HFC, or telecommunications field operations required.
  • Strong expertise in fiber optics, RF networks, DOCSIS, GPON, Ethernet, and coaxial systems required.
  • Experience with fiber splicing, RF signal analysis, and PON diagnostics required.
  • Familiarity with pole climbing, aerial cable installations, underground conduit installations, and structured cabling required.
  • Proficiency in network monitoring tools, troubleshooting software, and handheld test equipment required.
  • Strong problem-solving and analytical skills to drive continuous improvement required.
  • Excellent communication and presentation abilities to train and mentor field technicians.
  • Ability to work independently and collaboratively across departments required.
  • Ability to travel to field locations and work in various weather conditions required.
• PREFERRED
  • Proven experience leading a team of field technicians preferred.
  • Proven experience leading and executing technical training sessions for groups of field technicians preferred.
  • OSHA 10 or 30 Certification (preferred).
  • FOA CFOT (Certified Fiber Optic Technician) or equivalent (preferred).
  • NCTI, SCTE, or BICSI certifications (a plus).

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

Must be able to perform all physical and mental job requirements with or without reasonable accommodation, including driving, moving heavy weights (up to 50 lbs.), distinguishing the fiber optic color code, bending, crawling, working in confined spaces, climbing, working on overhead equipment, use hand tools and specialized equipment, walking, standing, working in hot or cold and wet conditions. Some travel required.