Manager, Installation and Repair

Description

LOCATION: This position is remote AND will require travel. Successful candidate must be located in one of the following states: Florida, Georgia, Illinois, Maryland, Ohio, or Virginia.

Clearwave Fiber, a 100% Fiber Optic Internet provider offering business, enterprise, and residential communications services, is expanding its network across the Midwest, Northeast, Mid-Atlantic, and Southeast. Formed from the merger of Point Broadband and Clearwave Fiber, the company is backed by GTCR and Berkshire Partners. Our team of more than 600 colleagues is committed to delivering the most advanced technology and customer service.

As the Manager, Installation & Repair, you’ll lead the day-to-day operations of our installation and repair team, with a focus on delivering an exceptional customer experience, meeting service commitments, and driving operational performance.

You’ll set priorities and performance goals, develop and coach your team, analyze service trends and trouble tickets, and ensure the operation consistently achieves key performance indicators. You’ll also manage staffing, budgets, reporting, and operational initiatives while identifying opportunities to improve efficiency and service delivery.

This role is ideal for a hands-on leader who can balance people, performance, and customer experience while keeping a fast-moving operation on track.

What you will do:

• Lead installation and repair operations, ensuring customers receive the best possible experience throughout installation, service, and repair.
• Develop and implement strategic plans that improve the customer experience, strengthen operational performance, and support overall company goals.
• Manage daily departmental activities, establishing performance expectations and goals to drive accountability and results.
• Review service orders and analyze trouble tickets to identify trends, service issues, and opportunities for operational improvement.
• Lead staffing, training, coaching, and performance management efforts to build and develop a knowledgeable, high-performing team.
• Establish work priorities and assign resources to ensure departmental key performance indicators (KPIs), service levels, and business objectives are achieved.
• Prepare and deliver operational presentations to communicate performance, priorities, challenges, and results as needed.
• Monitor and manage departmental expenditures to ensure operations remain within established budgetary requirements.
• Prepare and analyze operational reports to track service levels, performance trends, and departmental results.
• Recommend and/or approve departmental budgets, expenditures, and appropriations in accordance with established guidelines and business needs.
• Perform other related duties as assigned to support the effective and efficient operation of the department.

Requirements

What you will need:

• Bachelor’s Degree in Telecommunications or related field OR, five-plus years’ experience in the field operations.  
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures. 
• Must be able to collect, manipulate, and distribute data for effective root cause analysis. 
• Requires discretion regarding sensitive company information regarding client lists. 
• Must have the ability to work independently and with others and have strong problem-solving and communication skills.   
• Ability to develop and train a technical field force. 
• Must possess excellent oral and written communication skills 
• Requires an understanding of OPEX and CAPEX as they relate to field operations. 
• Must be Goals and results-driven  
• Must have experience in face-to-face customer interactions. 
• Valid driver's license and clean driving record.
• Must possess an above-average skill level in the MS Office suite of products (Word, Excel, and PowerPoint) 

***Ability to travel throughout territories.

Additional Qualifications Desired:

• Previous tier II level management experience is a plus. 
• Experience in Head End operations as it relates to content delivery. 
• Experienced in P&L responsibilities a plus 
• Must be familiar with the methods and procedures for installing, documenting, operation and maintenance of customized data and telecommunication network solutions ranging from Network Infrastructure Engineering, Network Security, 802.11 Wireless, Voice over IP, Metro-E, Wi-Fi and Managed Wi-Fi, Complex Network Configurations, Technical Support, and Training 
• Knowledge of the broadband technologies with proficiency in installing, troubleshooting, and maintaining Fiber Optic, Wi-Fi, and private line services methods and procedures 
• Must be familiar with advanced working knowledge and proficiency in troubleshooting and working with Ethernet networks, TCP/IP connections, routing protocols, Wi-Fi, VOIP Codec’s practices and procedures. 
• Must possess a high school diploma and a valid driver’s license. 
• Working knowledge of AC/DC theory as it applies to telecommunications. 

Benefits:

Clearwave Fiber appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:

• Competitive pay PLUS lucrative bonus plan
• Medical, dental, and vision plans 
• Up to 20 days of PTO
• 10 Paid Holidays
• Life insurance (self, spouse, children)
• Paid time off
• 401(k) - 100% company match, up to 4% of eligible compensation)
• Employee Assistance Plan
• Employee Referral Plan

Pre-hire Assurance:

Rest assured, Clearwave prioritizes the safety and security of our associates and customers. Job offers are contingent upon successful background checks, drug screenings, and reference checks. Once cleared, embark on a fulfilling and rewarding career journey with us.

Equal Opportunity Employer:

Clearwave Fiber is proud to be an Equal Opportunity Employer, fostering a diverse and inclusive workplace.