Installation and Repair Supervisor

ITS NOT GOING OUT OF OUR WAY; IT IS OUR WAY!
At United Communications, we seek excellence in everything we do. We make it our mission to think ahead, make it easy, and make it personal. Every time. Weve had the home team advantage for over 75 years, and were proud to serve the communities where we live, work, and play.

JOIN THE HOME TEAM

• Award-Winning Culture: 2023 & 2024 Best Places to Work
• Trusted Local Employer for over 75 Years: 4.7 Google Star Rating
• Commitment to Employee Well-Being & Satisfaction: Employee-Focused Benefit Offerings
• Top 100 Fiber-To-The-Home Leader
• 401k Match, HSA, and more!

WHAT WERE OFFERING
The Installation and Repair Supervisor will ensure an exceptional and seamless customer experience by leading a team responsible for customer-facing installation and repair activities. This role focuses on enhancing the safety, quality, and efficiency of installation and repair services while collaborating across departments to identify and resolve customer pain points. The supervisor will drive world-class Net Promoter Scores and oversee a team of Installation and Repair Technicians. This position requires agility, drive, collaboration, leadership, strong organizational skills, and sound judgment. Our innovative and cohesive work environment thrives on positive, team-oriented professionals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties include the following, but other duties may be assigned as required.

• Ensure compliance with all safety policies, prioritizing the safety of employees, customers, and the community.
• Train Installation & Repair (I&R) personnel on safety protocols, tools, best practices, and all relevant codes and regulations.
• Provide ongoing coaching, feedback, and recognition to team members.
• Communicate company initiatives and messages in a way that connects employees to business strategy and customer needs.
• Foster a positive team environment through open communication, fairness, and approachability.
• Address customer escalations, identifying issues and implementing solutions to enhance satisfaction while owning the customer experience.
• Monitor performance, enforce company policies, and take necessary actions to support a customer- and employee-centric culture.
• Lead team huddles focused on improving both the employee and customer experience.
• Collaborate cross-functionally to resolve complex issues, ensuring proper follow-up.
• Make recommendations for hiring, transfers, promotions, and performance management.
• Exercise independent judgment in critical decision-making.
• Educate team members on new products and services.
• Conduct field audits to ensure adherence to quality and safety standards.
• Manage scheduling and on-call calendars.
• Coordinate with dispatch to ensure timely task completion.
• Oversee nightly check-ins to confirm all work is completed.
• Handle chronic or complex orders and trouble tickets to ensure resolution.
• Perform expert-level installations, troubleshooting, and repairs.
• Maintain schedule flexibility, including availability for nights, weekends, and variable shifts as needed.
• Live out the United Core Values and be an example to others.

WHAT YOU BRING:

• Bachelor's degree or the equivalent education and/or experience.
• Ten years of telecom installation and repair experience, including two years in a leadership role.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Experience with service-specific troubleshooting methods.
• Valid driver's license with an acceptable driving record.
• Demonstrates high ethical standards, a strong work ethic with an emphasis on team commitment, showing respect for others, the ability to acknowledge and build on others' ideas, and support for group decisions.
• Highly organized with the ability to effectively manage multiple priorities.
• Comfortable managing through ambiguity.
• Ability and interest to work in a dynamic and rapidly changing technology environment, effectively dealing with multiple projects, stress, conflict, coaching, and monitoring subordinates.
• Possess excellent verbal and written communication skills, including the ability to effectively articulate complex situations to colleagues and customers with varying degrees of technical knowledge.
• Ability to solve problems with patience and a positive approach.
• Proficiency with installation and repair procedures and documentation.
• Ability to operate motorized work equipment and office equipment, including personal computers, phone systems, software applications, hand tools, electric tools, and test sets.

WHO WE ARE
United launched high-quality telephone service for our rural Middle Tennessee communities in 1947 and has evolved into an innovative internet service provider for consumers and businesses. Boasting the fastest internet speeds in the region as recognized by Broadband Now, United also delivers personalized user experience with local customer service, ranking as one of the industrys best in customer satisfaction. United offers the latest technology in fiber optic, fixed wireless, and DSL internet, and was one of the first companies in Tennessee to introduce a Fiber-to-the-Home product to residential customers. United has partnered with Middle Tennessee Electric Membership Corporation to extend broadband to more residents and businesses in under-connected areas.

UNITED COMMUNICATION'S CORE VALUES:
We enrich our communities and the lives of our neighbors through reliable connections and passionate service.

• Safety we assure the safety of everything we do.
• Service we are responsive, informed, and easy to do business with.
• United we communicate and collaborate.
• Integrity we keep our promises and do the right thing even when no one is watching.
• Driven we serve to win customers.