Lead Installation and Repair Technician

Lead Installation & Repair Technician

At United Communications, we've been connecting Middle Tennessee communities for over 75 years. What began as a rural telephone service in 1947 has evolved into one of the region's fastest, most reliable internet providersrecognized by Broadband Now for top speeds and customer satisfaction. We deliver fiber and fixed wireless solutions with a personal, local touch. In partnership with Middle Tennessee Electric, we're expanding broadband access to underserved areas, making this an exciting time to join our growing team and build your career.

The Lead Installation & Repair Technician is responsible for leading and improving the quality of I&R services to enhance customer satisfaction, strengthen brand reputation, and support revenue growth. This role works cross-functionally to identify recurring service issues, reduce repeat troubles, drive corrective actions, and implement process or technical improvements through quality assurance activities such as field audits, testing, and performance evaluations. The Lead also ensures all work is completed safely, in compliance with applicable codes and company standards, while coaching technicians and promoting operational excellence.

This is a direct-hire, full-time position based out of our Murfreesboro, TN office. The role requires travel throughout United's Middle Tennessee service footprint during the workday, and a company vehicle is provided.

Essential duties and responsibilities include the following, but other duties may be assigned as required:

• Monitor individual and team performance, identify trends, and take action to ensure company, team, and individual goals are achieved.
• Conduct regular performance, quality, and safety inspections with team members.
• Lead Installation & Repair (I&R) field operations to drive efficiency, service quality, and customer satisfaction.
• Oversee order and trouble ticket assignment processes, partnering with dispatch to ensure timely and professional completion of scheduled work.
• Review daily work completion and coordinate nightly check-ins to confirm all assignments are closed out appropriately.
• Manage chronic or complex service issues to ensure timely resolution and customer satisfaction.
• Train and coach technicians on equipment, installation standards, troubleshooting, safety practices, and compliance with applicable codes and regulations.
• Conduct field audits, quality inspections, and on-the-job training to ensure adherence to company standards and best practices.
• Partner with department leaders to identify service trends, operational improvement opportunities, and growth needs within United's markets.
• Perform expert-level installations, upgrades, relocations, troubleshooting, and repairs for voice, high-speed internet, fixed wireless, fiber, and IPTV/Digital TV services.
• Install, configure, maintain, and repair customer equipment and service connections, including copper and fiber drops, fixed wireless equipment, network interface devices, routers, modems, wiring, jacks, and set-top boxes.
• Configure customer devices and services, including internet connectivity, wireless networks, IPTV, and common consumer electronics.
• Diagnose and repair service issues using appropriate testing equipment, including aerial and underground copper and fiber infrastructure repairs and splicing.
• Accurately complete work orders, service documentation, and customer account records.
• Maintain company vehicles, tools, equipment, and inventory in a clean, organized, and safe manner that reflects company brand standards.
• Deliver exceptional customer service, educate customers on products and services, and identify opportunities to recommend solutions that meet customer needs.

What you bring:

• High school diploma or equivalent, plus specialized technical training or equivalent related work experience.
• Minimum of 3 years of customer service experience.
• Minimum of 3 years of experience in an Installation & Repair department or related technical field.
• Proficiency in fixed wireless, fiber, drop, and copper installation.
• OSHA 30 certification or equivalent preferred.
• Experience planning and managing multiple projects, training others, and leading a team.
• Strong PC skills, including the ability to install software and efficiently use company support systems.
• Valid driver's license with an acceptable driving record.