Field Supervisor

If you’re ready to be part of a dynamic, innovative, and future-oriented team, then you’ve come to the right place. We’re growing fast, and that growth means ample opportunity for motivated, qualified, and talented professionals just like you.

ITG Communications is hiring for Field Supervisor in Duluth, MN

Responsible for leading and managing a team of field technicians to ensure efficient and high-quality service delivery in fulfilment operations. Act as a liaison between technicians and management to optimize field operations and customer satisfaction.

• Allocate work, manage daily schedules and supervise a team of up to 15 field technicians to execute the fulfilment operations work.
• Conduct quality checks and job site observations to ensure adherence to client standards.
• Perform truck inspections and ensure proper maintenance of company vehicles, equipment, tools.
• Address and resolve customer escalations and complaints with the objective of resolving issues at the earliest opportunity to ensure client and customer satisfaction.
• Implement safety protocols and ensure compliance among team members.
• Provide ongoing training and development for technicians, coordinate with Training Instructor for training and skill improvement.
• Participate in performance evaluations and disciplinary actions as needed to promote positive work environment.
• Collaborate with managers to achieve operational goals and KPIs and contribute to efficiency in operations.
• Coordinate with QA representatives to implement targeted improvement in work standards, training and skill development.

Key Measures / Key Performance Indicators:

• Operational efficiency and productivity metrics (On Time Arrival, Job Completion Rate, Technician NPS (TNPS), First time right (FTR), Home Health Check (HHC), Meter Usage, Repeat Service Calls, Quality Control Pass Rate, etc)
• Customer satisfaction scores, Net Promoter Score (NPS)
• Employee engagement and retention rates
• Safety compliance records

Associate’s degree in technical field or equivalent qualification. Technical certifications relevant to the telecom and broadband industry.

• 3 to 5 years of experience as a technician in telecom or broadband field operations with 1 year of supervisory experience.
• Experience in carrying out technical services in the telecom or related industries.

• Practical understanding of technical services in telecom and broadband industry.
• Experience in work allocation and monitoring for customer facing operations.
• Understanding of customer service principles, practices.

• Workforce management and field operations skills, with a focus on customer facing work execution.
• Excellent problem-solving and decision-making abilities.
• Effective communication skills with both team members and clients.

• Ability to stand, walk, and sit.
• Ability to use hands to handle or feet.
• Ability to reach with hands and arms.
• Ability to climb and balance.
• Ability to stoop, kneel, crouch, bend and crawl.
• Ability to lift up to 75 lbs.
• Ability to maintain all safety expectations.

These positions are safety-sensitive. The employee has responsibility for their own safety and the safety of others. The employee must be able to perform all duties in accordance with safety regulations, company policies, and client requirements.

• Follow all required safety protocols and procedures.
• Use appropriate personal protective equipment (PPE).
• Operate vehicles and equipment safely.
• Maintain valid certifications and licenses as required.
• Participate in mandatory safety training and meetings.
• Report unsafe conditions or practices.
• Pass required drug and alcohol screening.
• Maintain physical capabilities necessary to perform essential job functions safely.

Failure to meet these safety requirements may result in disciplinary action up to and including termination of employment.

ITG is an equal employment opportunity employer. ITG’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. ITG also prohibits harassment of applicants or employees based on any of these protected categories.

ITG’s policy is to comply with all applicable federal, state and local laws respecting consideration of unemployment status in hiring decisions.

Best in class employee training, safety programs and operational initiatives.