Lead Installation & Repair Technician

IT’S 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. We’ve had the home team advantage for over 75 years, and we’re 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
• Competitive Compensation, PTO, Paid Holidays, and more!

WHAT WE’RE OFFERING

The Lead Installation and Repair Technician is responsible for leading and improving the quality of installation and repair services performed by I&R personnel for fiber and copper-supported service orders and trouble tickets. This role focuses on building brand equity, driving aggressive sales and revenue growth, and ensuring customer satisfaction. 

The Lead will collaborate across all departments to identify recurring issues, oversee all quality assurance activities, propose process or technical improvements to enhance service, and implement appropriate testing and field audits. Additionally, the Lead will ensure that United completes all work in compliance with the highest safety codes and industry-leading performance standards. This role also involves identifying and addressing areas contributing to repeat issues and customer concerns. 

ESSENTIAL DUTIES AND RESPONSIBILITIES
Duties include the following, but other duties may be assigned as required.

• Monitor individual and team performance to identify and address both positive and negative trends, ensuring the achievement of company, individual, and team goals.
• Routinely conduct performance and safety inspections with each team member.
• Efficiently lead installation and repair operations in the field, focusing on maximizing customer satisfaction and optimizing workforce efficiency.
• Manage adherence to the order and trouble ticket assignment process (the schedule) to improve efficiency and customer satisfaction. Work closely with dispatch personnel to ensure all scheduled and worked-in assignments are completed professionally and on time.
• Review and coordinate nightly check-ins to ensure all work has been completed for the day.
• Directly manage chronic or complex orders and trouble tickets to ensure resolution to the customer's satisfaction.
• Ensure all I&R installation personnel are trained on equipment, best practices, and compliance with all required codes and regulations.
• Conduct field surveys to audit I&R activities, monitor adherence to quality and code standards, and provide on-the-job training as needed.
• Collaborate with department heads to provide timely insights into market growth and recommend investment and expansion opportunities.
• Configure customer equipment to connect to the internet via modem/wireless router and set up IPTV service, including connecting standard consumer electronic devices such as DVDs, computers, laptops, tablets, smartphones, and telephone handsets.
• Perform and complete installations for new services and equipment, including copper and fiber drops, network interface devices, ground wires, in-home wiring, station protectors, jacks, modems, wireless routers, and set-top boxes, in accordance with company standards.
• Understand, maintain and repair existing equipment by using test sets to locate line or equipment issues and determine necessary repairs.

WHAT YOU BRING

• High school diploma or equivalent, plus additional specialized technical courses or equivalent work experience. 
• Minimum of 3 years of customer service experience. 
• Minimum of 3 years of telecommunications experience.
• At least 1 year of UniFi/Ubiquiti experience.  
• OSHA 10 certification or equivalent. 
• Experience in planning and managing multiple projects, training others, and leading a team. 
• Proficiency in PC skills, including the ability to install software and efficiently use company support systems. 
• Valid driver’s license with an acceptable driving record. 
• Demonstrates high ethical standards, 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. 
• Expert level experience in installation procedures and documentation. 
• Ability and interest to work in a dynamic and rapidly changing technology environment, effectively dealing with multiple projects, stress, conflict, coaching, and monitoring subordinates. 
• Excellent oral and written communication skills, with the ability to clearly articulate complex situations to colleagues and customers with varying levels of network knowledge. 
• Strong problem-solving skills, with patience and a positive approach.
• Self-motivated, detail-oriented, and organized, with the ability to work efficiently and meet deadlines.
• 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 industry’s 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.