Job Description

ITC Service Group (“ITC”), is a leading provider of broadband installation, planning, wireless, design and staffing solutions to the telecommunications industry. With over 40 years’ experience in the telecom business, as we continue to grow, we recognize that we are only as successful as the people we employ. We provide competitive pay, a positive atmosphere, and career development opportunities. Whether you are just beginning to think about your next job or have already decided to make a meaningful move, we want to talk to you.

This supervisory position is expected to coach, lead, and develop a group of Technicians in achieving performance and quality objectives associated with our client’s standards and goals. As a member of this team, you will supervise 15-18 Fiber Technicians who will engage in the installation, rearrangement, removal, and/or repair of fiber, COAX & station inside wiring terminations in connection with our client’s Ultra-High-Speed DSL & Video service. You may also be responsible for managing the installation, repair, and testing of network terminating equipment at the customer premise. In addition to handling customer escalations and interacting with other work groups to ensure the timely resolution of service issues, you will lead service improvement teams as assigned.

ESSENTIAL FUNCTIONS:

• Must possess strong performance, management, and communication skills in order to deliver a consistent message of performance expectations.
• Coach/mentor technicians on the changing competitive environment, new technical practices, and customer contact skills.
• Performs performance evaluations in a timely manner and conducted fairly, consistently and objectively.
• Evaluate performance through the use of quality and safety observations and field exercises.
• Schedule workforce appropriate to workload and analyze previous workload trends to make necessary adjustments.
• Monitors all fiber activities and reports daily crew activities and productivity to manager.
• Develop and administer attendance policy.
• Accumulates documents for weekly reporting including timesheet approval in Virtual ITC (“VITC”) and client’s external reporting requirements.
• Consults on fiber project ensuring the smoothest project flow; provides project problem solving assistance.
• Conducts training with technicians as necessary; verifies personnel’s understanding of installation/splicing procedures.
• Responsible for following all OSHA rules and regulations and ensuring all fiber technicians are instructed in safe practices.
• Responsible for following Workers Comp and damage processes and guidelines set up by ITC management.
• Must be able to work flexible hours with the understanding that workdays can be in excess of normal hours and some weekend and holiday work may be required.
• Serve as duty supervisor (24/7 rotation)
• Work in various locations within the city.
• Must pass a pre-employment background check and drug/alcohol screen.
• Must have a valid Driver’s license.

Key Competencies:

• Critical thinking and problem-solving skills
• Strong planning and organizational skills
• Ability to make decisions in a timely manner
• Conflict Management
• Excellent interpersonal and written communication skills
• Adaptability, initiative and problem-solving capability
• Ability to delegate tasks and manage conflict in a professional manner

PHYSICAL DEMANDS:

• Work involves standing, talking, hearing, using hands to finger, handle, feel or operate objects, tools, or controls and reaching with hands and arms. The employee is frequently required to walk, sit, climb, balance, stoop, kneel, crouch, crawl and smell for extended periods of time.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• The employee must frequently push, pull, lift and/or carry up to 50 pounds and occasionally push, pull, lift and/or carry up to 100 pounds.

WORK ENVIRONMENT:

• While performing the duties of this job, the employee regularly works in inclement weather conditions. The employee frequently works near moving mechanical parts and is frequently exposed to wet and/or humid conditions and vibration. The employee occasionally works in high, precarious places and is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and risk of electrical shock.

ATTENDANCE:

• Employee is expected to be on the job and on time every scheduled workday. Fiber Supervisor work hours can change from day to day. It is his/her responsibility to know when the work day starts and ends on each scheduled work day. If it is necessary that you will be absent or late for any reason, employee needs to call a direct manager by 8:00 am on the first and each subsequent day the employee will be absent or late. If employee is absent for more than 3 days a doctor’s note (explanation) is required.

Education and Experience:

• AA degree in telecommunications, construction management, or related field, or relevant; or related experience
• At least five years of experience in field is required
• At least 6 months of recent experience working directly with Fiber Technology
• Knowledge of both theoretical and practical aspects of Supervisory management
• Knowledge of supervisory techniques and tools
• Must have solid knowledge of Fiber and Broadband (DSL/Video) Installation, Map & Print Reading, Fiber Splicing, Cable Locating, electrical codes and standards relative to residential or commercial communications.
• Must have solid knowledge of home construction and the installation of communications systems.