Installation & Repair Services Team Lead (Green Bay, WI)

Job Title

Leads team to perform required work, following best practices and procedures, for installation, troubleshooting services and devices provided to customers for phone, internet and video. Leads and coordinates projects related to plant operations. Recommends improvements in processes and procedures to obtain efficiency and reliability for customers' services.

Responsibilities & Duties

Lead, support, and develop the Installation & Repair Service Technician team through scheduling, training, coaching, and performance feedback.

Manage daily technician workloads to maximize productivity, improve response times, and reduce travel inefficiencies.

Oversee service installation and repair activities for residential and business internet, video, and telephone customers, ensuring timely and effective issue resolution.

Monitor and track trouble tickets, coordinate outage responses, communicate resolutions, and identify recurring issues for corrective action.

Ensure compliance with installation standards, safety requirements, quality expectations, and company procedures.

Provide technical guidance and ongoing support to field technicians while ensuring they have the tools, equipment, and resources needed to perform their jobs effectively.

Maintain accurate service records, billing documentation, equipment tracking, and plant records while ensuring returned equipment is properly processed.

Collaborate with OSS, Provisioning, Network, and Systems teams to troubleshoot issues, address network capacity concerns, and support service reliability.

Manage customer premise equipment standards, including firmware updates, configurations, and inventory readiness.

Drive continuous improvement initiatives by implementing best practices, streamlining processes, and supporting operational projects.

Participate in and coordinate special projects, including fiber allocation, multi-dwelling unit builds, rewires, site optimization efforts, and other plant operations initiatives.

Perform additional duties as assigned to support departmental and organizational goals.

Requirements

Associates Degree strongly preferred.

Three-year post-high school telephony, network study or equivalent in work experience and two years experience as an Install & Repair Service Technician.

Joining Nsight:

Our family of companies provides complete telecommunications services, including wireless and fiber-based services to residential and business customers, along with tower erection and maintenance services in Wisconsin and Michigan's Upper Peninsula. Our commitment to customer service, local philanthropic efforts and green initiatives makes us an employer of choice in the state of Wisconsin. We like to hire people looking to grow with an organization and those who are excited about the ever-changing telecommunications industry.

Nsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. This is a drug-free workplace.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the Recruiting Manager.