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

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