Job Description

AFL provides industry-leading fiber optic products, conductor accessories and fittings, and related services across the globe. Our company was founded in 1984 with a single fiber optic cable and has grown to include every facet of the passive optical network, employing over 5,000 associates worldwide and consistently generating annual sales in excess of a billion dollars.

In April of 2019, AFL made a major investment in ITC Service Group, a Sacramento-based company providing broadband installation, design and staffing services to the telecommunications and IT industries.

ITC Service Group was founded in 1999 and provides managed services and workforce solutions for the nationwide planning design, construction, installation and maintenance of voice, data and video networks.

AFL and ITC were built and are operated on similar core values and philosophies. This will prove extremely beneficial to our customers and our employees.

With our commitment to professional growth and employee development, let AFL “Connect” you to your next career opportunity!

Job Summary

The Site Lead, Broadband Operations is responsible for the overall leadership, performance, and operational execution of a local broadband installation and service delivery operation. This position oversees Broadband Technician Leads and Broadband Technicians, ensuring safe, efficient, and high-quality installation, repair, and customer service activities are delivered in accordance with company standards and client expectations.

The Site Lead serves as the primary operational leader for a designated market or geographic area and is accountable for safety performance, workforce management, customer satisfaction, productivity, quality metrics, and financial performance. This role bridges field operations and regional leadership while fostering a culture of accountability, continuous improvement, and employee development.

Responsibilities:

Operational Leadership

• Lead all day-to-day field operations for broadband installation, repair, and service activities within an assigned market.
• Ensure customer appointments are completed on time and in accordance with service-level agreements (SLAs).
• Monitor and drive key performance indicators including productivity, quality, first-time completion rates, repeat trouble calls, customer satisfaction, and safety performance.
• Coordinate workload distribution and workforce planning to support operational demands.
• Manage escalation issues involving customers, technicians, and clients.
• Ensure adequate staffing levels, equipment availability, and resource allocation.

Team Leadership & Development

• Directly supervise and develop Broadband Technician Leads and field technicians.
• Recruit, onboard, train, coach, and develop field personnel.
• Conduct regular field audits, quality inspections, and ride-alongs.
• Establish clear performance expectations and accountability measures.
• Identify high-potential employees and support succession planning efforts.
• Promote employee engagement, teamwork, and continuous improvement.

Safety & Compliance

• Champion a safety-first culture throughout the operation.
• Ensure compliance with company safety policies, OSHA requirements, and client standards.
• Lead safety meetings, toolbox talks, and incident investigations.
• Address unsafe behaviors and conditions immediately.
• Monitor vehicle safety, equipment inspections, and field compliance requirements.

Customer & Client Management

• Serve as the primary operational contact for customers and client representatives within the market.
• Ensure exceptional customer experiences through consistent service delivery.
• Resolve escalated customer concerns and service issues.
• Support client meetings and operational reviews as needed.
• Maintain strong relationships with local utility, permitting, and service entities when applicable.

Quality Assurance

• Oversee installation quality and workmanship standards.
• Review quality audit results and drive corrective action plans.
• Ensure consistency in installation methods, testing procedures, and documentation practices.
• Reduce repeat service calls through proactive quality management.

Financial & Business Management

• Manage labor utilization and operational expenses.
• Monitor technician productivity and route efficiency.
• Support budgeting and forecasting activities.
• Review operational reporting and implement corrective actions to improve performance.
• Assist leadership with growth planning, staffing forecasts, and market expansion initiatives.

Administrative Responsibilities

• Review and approve time records, payroll inputs, and technician schedules.
• Ensure work orders, inventory transactions, and operational documentation are completed
• accurately.
• Monitor equipment, vehicle, and inventory levels.
• Prepare and communicate operational performance reports.

Qualifications:

• 5+ years of broadband, telecommunications, fiber optic, cable, or field service operations
• experience.
• 2+ years of leadership experience supervising technicians, crews, or field operations teams.
• Strong understanding of FTTH, broadband installation, repair, and service operations.
• Experience managing field productivity, quality metrics, and service delivery performance.
• Demonstrated ability to lead teams in a fast-paced operational environment.
• Strong customer service and conflict resolution skills.
• 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.
• Must be able to pass pre-employment background check, a motor vehicle report review, and
• drug test.

Physical Requirements

• Meet safety restriction weight limit of 275 lbs.
• Ability to lift and move up to 75 lbs.
• Ability to visually perceive differences in wire and cable colors.
• Ability to work at heights of 20–26 feet.
• Ability to kneel, bend, crouch, and occasionally hand dig to access buried facilities.

Work Environment:

• Proficient MicroSoft Suite of Tools
• Use of small hand tools and power tools as needed.
• Climbing of stairs, ladders, and/or scaffolds.
• Carrying of ladders and loads up to 50 lbs.
• Works around high voltage, or energized lines.
• Exposure to noisy or dusty conditions; chemicals & solvents; mechanical, electrical, and/or other
• hazards.
• General hours of Monday through Friday 8:00am to 5:00pm. But ability to provide support
• during and outside regular business hours is required.
• Job is usually performed in indoor and outdoor environments under multiple environmental
• conditions.
• Must be able to work in the United States.