Supervisor

PurposeJob DescriptionResponsible 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 satisfactionResponsibilitiesAllocate 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, etc Customer satisfaction scores, Net Promoter Score (NPS)Employee engagement and retention ratesSafety compliance recordsRequirementsPERSON OVERVIEW Education: 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 industriesAdditional 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.