Cable Supervisor

Job DescriptionITG Communications is hiring for a Cable Supervisor in Pittsburgh, PAResponsible for leading and manage a team of field technicians to ensure efficient and high-quality service delivery in fulfilment operations. Act as a liaison between technicians and management to optimize field operations and customer satisfaction.ResponsibilitiesAllocate work, manage daily schedules and supervise a team of up to 15 field technicians to execute the fulfilment operations work.Conduct quality checks and job site observations to ensure adherence to client standards.Perform truck inspections and ensure proper maintenance of company vehicles, equipment, tools.Address and resolve customer escalations and complaints with the objective of resolving issues at the earliest opportunity to ensure client and customer satisfaction.Implement safety protocols and ensure compliance among team members.Provide ongoing training and development for technicians, coordinate with Training Instructor for training and skill improvement.Participate in performance evaluations and disciplinary actions as needed to promote positive work environment.Collaborate with managers to achieve operational goals and KPIs and contribute to efficiency in operations.Coordinate with QA representatives to implement targeted improvement in work standards, training and skill development.Key Measures / Key Performance IndicatorsOperational efficiency and productivity metrics (On Time Arrival, Job Completion Rate, Technician NPS (TNPS), First time right (FTR), Home Health Check (HHC), Meter Usage, Repeat Service Calls, Quality Control Pass Rate, etcCustomer satisfaction scores, Net Promoter Score (NPS)Employee engagement and retention ratesSafety compliance recordsRequirementsEducation:Associate’s degree in technical field or equivalent qualification. Technical certifications relevant to the telecom and broadband industry.Experience3 to 5 years of experience as a technician in telecom or broadband field operations with 1 year of supervisory experience.Experience in carrying out technical services in the telecom or related industries ExposurePractical understanding of technical services in telecom and broadband industry.Experience in work allocation and monitoring for customer facing operations.Understanding of customer service principles, practices.Factors critical to success at ITG Communications for this position (not more than 3):Workforce management and field operations skills, with a focus on customer facing work executionExcellent problem-solving and decision-making abilitiesEffective communication skills with both team members and clientsPhysical RequirementsAbility to stand, walk, and sitAbility to use hands to handle or feetAbility to reach with hands and armsAbility to climb and balanceAbility to stoop, kneel, crouch, bend and crawlAbility to lift up to 75 lbsAbility to maintain all safety expectationsPlease note: This is a safety-sensitive position. The employee has responsibility for their own safety and the safety of others. The employee must be able to perform all duties in accordance with safety regulations, company policies, and client requirements. This includes but is not limited to:Following all required safety protocols and proceduresUsing appropriate personal protective equipment (PPE)Operating vehicles and equipment safelyMaintaining valid certifications and licenses as requiredParticipating in mandatory safety training and meetingsReporting unsafe conditions or practicesPassing required drug and alcohol screeningMaintaining physical capabilities necessary to perform essential job functions safely Failure to meet these safety requirements may result in disciplinary action up to and including termination of employment.Additional CommentsITG is an equal employment opportunity employer. ITG’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. ITG also prohibits harassment of applicants or employees based on any of these protected categories. It is also ITG’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.