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