Installation & Repair (I&R) Manager

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 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. 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. 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. 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. 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. 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Other Industries Transportation, Logistics, Supply Chain and Storage #J-18808-Ljbffr NOVOS FiBER