NOVOS FiBER
Job Summary
The Installation & Repair (I&R) Manager is responsible for overseeing all customer installations, service repairs, and fiber drops to the home for our Fiber-to-the-Home (FTTH) network. This role ensures high-quality workmanship, efficient scheduling, compliance with safety and technical standards, and an excellent customer experience. The I&R Manager leads field technicians and contractors while coordinating closely with engineering, construction, and customer service teams.
Key Responsibilities Operations & Field Management Oversee all residential and small business fiber installations, service repairs, and drops to the home.
Manage daily I&R operations to ensure jobs are completed on time, within budget, and to quality standards.
Develop and enforce standard operating procedures (SOPs) for installs, repairs, and drops.
Ensure proper fiber handling, splicing, testing, and documentation practices are followed.
Team Leadership Hire, train, supervise, and evaluate I&R technicians and subcontractors.
Schedule crews effectively to meet demand and service-level expectations.
Provide ongoing technical training and performance coaching.
Promote a strong safety culture and accountability in the field.
Quality Control & Customer Experience Monitor installation and repair quality through audits, inspections, and customer feedback.
Resolve escalated customer issues related to installs, service outages, or workmanship.
Ensure technicians represent the company professionally at customer premises.
Network & Technical Oversight Coordinate with construction and engineering teams on drop placement, network readiness, and service activation.
Ensure accurate testing (light levels, OTDR where applicable) and documentation of all work.
Identify recurring issues and recommend improvements to network design or processes.
Safety & Compliance Ensure compliance with OSHA, local, and company safety standards.
Conduct safety meetings and field inspections.
Ensure proper use and maintenance of tools, vehicles, and equipment.
Reporting & Metrics Track and report key performance indicators (KPIs) such as install intervals, repeat truck rolls, repair times, and first-time completion rates.
Manage inventory related to installs and repairs (ONTs, drops, hardware, tools).
Assist with budgeting, forecasting, and cost control for I&R operations.
Qualifications (Required)
5+ years of experience in fiber optic installation and repair, preferably FTTH
Prior leadership or supervisory experience in field operations
Strong knowledge of fiber drops, splicing, testing, and customer premise equipment (ONTs, routers, Wi-Fi)
Ability to read and interpret network designs and construction prints
Valid driver’s license and clean driving record
Qualifications (Preferred)
Experience working in an ISP or municipal broadband environment
Familiarity with OSS/BSS, work order, or dispatch systems
Fiber certification
OSHA safety training
Physical & Work Requirements
Ability to work outdoors in varying weather conditions
Ability to lift up to 50 lbs and use ladders and hand tools
Occasional after-hours or on-call availability for outages or emergencies
Skills & Competencies
Strong leadership and team management skills
Excellent problem-solving and decision-making abilities
Customer-focused mindset
Ability to manage multiple priorities in a fast-paced environment
Clear written and verbal communication skills
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Key Responsibilities Operations & Field Management Oversee all residential and small business fiber installations, service repairs, and drops to the home.
Manage daily I&R operations to ensure jobs are completed on time, within budget, and to quality standards.
Develop and enforce standard operating procedures (SOPs) for installs, repairs, and drops.
Ensure proper fiber handling, splicing, testing, and documentation practices are followed.
Team Leadership Hire, train, supervise, and evaluate I&R technicians and subcontractors.
Schedule crews effectively to meet demand and service-level expectations.
Provide ongoing technical training and performance coaching.
Promote a strong safety culture and accountability in the field.
Quality Control & Customer Experience Monitor installation and repair quality through audits, inspections, and customer feedback.
Resolve escalated customer issues related to installs, service outages, or workmanship.
Ensure technicians represent the company professionally at customer premises.
Network & Technical Oversight Coordinate with construction and engineering teams on drop placement, network readiness, and service activation.
Ensure accurate testing (light levels, OTDR where applicable) and documentation of all work.
Identify recurring issues and recommend improvements to network design or processes.
Safety & Compliance Ensure compliance with OSHA, local, and company safety standards.
Conduct safety meetings and field inspections.
Ensure proper use and maintenance of tools, vehicles, and equipment.
Reporting & Metrics Track and report key performance indicators (KPIs) such as install intervals, repeat truck rolls, repair times, and first-time completion rates.
Manage inventory related to installs and repairs (ONTs, drops, hardware, tools).
Assist with budgeting, forecasting, and cost control for I&R operations.
Qualifications (Required)
5+ years of experience in fiber optic installation and repair, preferably FTTH
Prior leadership or supervisory experience in field operations
Strong knowledge of fiber drops, splicing, testing, and customer premise equipment (ONTs, routers, Wi-Fi)
Ability to read and interpret network designs and construction prints
Valid driver’s license and clean driving record
Qualifications (Preferred)
Experience working in an ISP or municipal broadband environment
Familiarity with OSS/BSS, work order, or dispatch systems
Fiber certification
OSHA safety training
Physical & Work Requirements
Ability to work outdoors in varying weather conditions
Ability to lift up to 50 lbs and use ladders and hand tools
Occasional after-hours or on-call availability for outages or emergencies
Skills & Competencies
Strong leadership and team management skills
Excellent problem-solving and decision-making abilities
Customer-focused mindset
Ability to manage multiple priorities in a fast-paced environment
Clear written and verbal communication skills
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