Installation and Repair (I&R) Manager

In this role, you will be responsible for overseeing the installation and repair operations, ensuring the highest standards of service quality and customer satisfaction. You will manage a team of field technicians, optimize operational efficiency, and ensure that all installations and repairs are completed in a timely, safe, and effective manner.

Key Responsibilities - Team Leadership & Management

• Lead, supervise, and motivate a team of installation and repair technicians.
• Conduct hiring, training, and ongoing development to ensure the team remains skilled and knowledgeable in the latest technologies and best practices.
• Establish performance goals for the team and track individual and team performance.
• Manage scheduling and staffing to ensure the appropriate number of technicians are available for installations and repairs.
  
  
  
  
  

Key Responsibilities - Installation And Repair Operations

• Oversee all installation and repair activities to ensure timely, high-quality service delivery.
• Coordinate and prioritize service requests, assigning tasks to technicians based on skills, workload, and urgency.
• Monitor the completion of installations and repairs, ensuring all work is done in compliance with company standards and customer specifications.
• Troubleshoot complex installation and repair issues and provide guidance to technicians when needed.
  
  
  
  
  

Key Responsibilities - Customer Satisfaction & Service Quality

• Ensure all customer-facing installation and repair services meet or exceed customer expectations.
• Resolve customer complaints related to installation and repair issues in a prompt and professional manner.
• Collaborate with customer support teams to ensure seamless communication between departments and provide quick resolutions to service issues.
• Maintain a high level of customer satisfaction and service quality through regular feedback and follow-up.
  
  
  
  
  

Key Responsibilities - Operational Efficiency & Process Improvement

• Analyze operational data and key performance indicators (KPIs) to identify opportunities for process improvements and cost reductions.
• Implement best practices for streamlining installations and repairs while maintaining quality standards.
• Develop and maintain workflows and standard operating procedures for the installation and repair processes.
• Track inventory of materials, tools, and equipment needed for field technicians, ensuring adequate stock and minimizing equipment downtime.
  
  
  
  
  

Key Responsibilities - Safety & Compliance

• Ensure all installations and repairs comply with safety standards, industry regulations, and internal company policies.
• Perform regular safety audits and training for the installation and repair team to ensure safe working practices are followed.
• Oversee proper handling and disposal of materials and equipment, adhering to environmental and regulatory guidelines.
  
  
  
  
  

Key Responsibilities - Reporting & Documentation

• Generate regular reports on team performance, service delivery times, issue resolution, and customer satisfaction.
• Ensure accurate documentation of all service orders, completed work, and customer interactions.
• Provide feedback and recommendations to senior management on improving service delivery and operational processes.
  
  
  
  
  

Qualifications - Education

• Associates or Bachelor’s degree in Business Administration, Operations Management, Telecommunications, or a related field (preferred).
  
  
  
  
  

Qualifications - Experience

• Minimum of 3-5 years of experience in a technical role related to installation and repair, with at least 2 years in a leadership or managerial position.
• Experience in the telecommunications or ISP industry is highly preferred.
• Demonstrated leadership, communication, and team-building skills
• Proficient in using ticketing systems, routing/scheduling software, and Microsoft Office
• Experience with managing contractors and third-party vendors
  
  
  
  
  

Qualifications - Skills

• Strong leadership and management skills with the ability to motivate and guide a diverse team.
• Excellent problem-solving, troubleshooting, and decision-making abilities
• In-depth knowledge of broadband technologies, installation procedures, and repair processes.
• Strong knowledge of fiber optic technology, splicing, OTDR testing, GPON/Active Ethernet systems, and IP networking
• Strong organizational skills and the ability to prioritize tasks effectively.
• Exceptional communication and interpersonal skills.
• Ability to manage performance, develop team members, and provide constructive feedback.
• Knowledge of safety protocols and compliance regulations within the installation and repair field.
  
  
  
  
  

Work Conditions

• Full-time position with regular office hours, with potential after-hours or weekend work based on service needs.
• Occasional travel to job sites or customer locations required.
• Physical work outdoors may be necessary, including lifting and carrying equipment.
  
  
  
  
  

About Our Culture

• We are leaders. We embrace leadership qualities at every level. We are owners. No problem is too big, too small or outside of our scope. We act on behalf of the entire company, beyond just their own team. We never say “that’s not my job”. We seek excellence. We have relentlessly high standards. We believe how you do something is how you do everything. We always choose optimism, especially when things are tough
• We are doers. We are doers not talkers. We act with urgency to test and iterate quickly . We have a bias for action. Speed matters in business. We take calculated risks and lean forward. We don’t shy away from taking action, even when it is uncomfortable or exhausting . We are scrappy. We look to accomplish more with less. Constraints breed resourcefulness, self-sufficiency and invention. There are no extra points for growing headcount, budget size, or fixed expense.
• We are learners. We constantly ask questions and rethink our assumptions. We get 1% better every day. Our goal isn’t perfection; it’s constant and never-ending improvement. We look for opportunity and invite regular feedback as we see it as a gift that we can grow from. We are customer-obsessed, not competitor focused. We focus on our customers and our performance. We stay connected to the people we serve and learn from them. We are one team. We need each and every voice to achieve our ambitious goals. We are one team, one fight. We’re in this together, and both success and failure are shared. We are intentional about creating a high-accountability, no-blame culture.
• We communicate candidly and clearly. Clear communication starts with preparation. We respect our team members' time and ensure we come prepared to each meeting or discussion